Speaker 2
Welcome to Linksys 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.linksus.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support. Please have your devices 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. [silence]
00:00
Speaker 1
hi, Yes. Hi, Dylan. My name is Kamal. I have a spectrum internet, but I don't use their router. We have the the linky system throughout the house. For the last whole week, we are having some issues with the internet connection with Wi-Fi. So, I called spectrum couple times, this the signal it seems to be fine on their end, but something is not working with the link. Can you help me out? That's okay. Do you have access to my phone number? Okay. Perfect. I'm gonna hand the phone to my husband in the meantime while I will do something. [silence]
01:00
Speaker 2
Hello. Hi, uh, thank you for calling Linksys technical support. My name is Dylan. How can I help you? Well, let me check on that one, sir. I mean, ma'am. Uh, let me, um, let me first gather. Uh-huh.
01:00
Speaker 1
NM wal, jay ITP, Han well, cheema CHEEMA.WA NK KAN WALRALF Huh? K a k for kite, a for Apple, N for nut,
03:00
Speaker 2
Kawal Kawal Sima. Can you spell your first name again, sir? I'm sorry. That's K-A-W-A-L. I'm sorry, that's K-A-N for November A-L. That's K-A A-L.
03:00
Speaker 1
H for H, for help E for elephant r for Romeo boy for boy A for apple L for an interfour? No, no, no after each it is a G purple G purple our purple h-e-r-b-a R for Romeo, B for boy, A for apple, L for lorry, herbal. Going to take a lot of time to repair my issue. Yes. Link is router? Uh, go up now. Let me check on my phone. Is it all available on the app? Yeah, let me check. uh-oh. Let me go to my app now. Uh, hold on. So you said, uh, I'm in my account. It says restart router. Okay. So main router. Where do I go? Devices? Node? Um,
05:00
Speaker 2
can you provide me with the model number and the serial number of your lynx router? [silence] Uh-huh. Uh yes, it's available on the app. You can go to uh the app and on the dashboard, you can tap on node, then select your main router. Yes. Yes. [silence] Uh-on the nodes. [silence] nodes. [silence]
07:00
Speaker 1
It's still working . Still not opening. I'm trying to open it. It says, re start router.
08:00
Speaker 2
yes, so under under Nodes, when you type it in, you type in your main browser, and you'll see all the information, like the serial number,
08:00
Speaker 1
Looking at, still. I'm. It's, the app is not opening. Devised is suspended whichever else I can see. Yes. Undone the router. [silence] The devices 9 browser tracking ready speed now notification and one setting. App [silence]
09:00
Speaker 2
Yes sir, huh? Well, you can find it underneath the router itself.
09:00
Speaker 1
[silence] Do I need a Wi-Fi to open it? [silence] Or the my [silence] phone internet will work. [silence] My phone internet won't work with this. [silence] To open. [silence] Don't play on my [silence] deck. [silence] My app is not opening. [silence] So I have to check. [silence]
10:00
Speaker 2
For the Linksys app, sir, yes. I'm sorry? No, sir. It needs to be connected to the Linksys Wi-Fi. Okay. Can you check your... okay.
10:00
Speaker 2
N model and the serial number, sir. Mm Okay.
11:00
Speaker 1
0;21,540,610: Yes. 0;31,960,000: It's a specron. 000;44,540,910: Apart from this, we have two more nodes. 000% two. 0;52,530,300: Yeah, probably three nodes. 0;53,860,960: [silence]
12:00
Speaker 2
okay let me just repeat that one sir it's 5-9 A for alpha 1-0 M for Mike 2-A-P-D-0-5-5-6-7. all right uh may I know as well sir who's your internet service provider? Spamm I got and how many notes do you have right now, sir? okay, so in total, you got three notes okay
12:00
Speaker 1
uh huh the problem is like uh we are not able to access internet like it goes on and off on and off also the uh yeah
13:00
Speaker 2
Well, uh, let me just uh finish up the record here, just bear with me. Okay. So, what seems to be the problem with your linksys router, sir? What seems to be the problem with your linksys router?
13:00
Speaker 1
I have not done anything. we have contacted spectacle them to make sure there is nothing on their end wrong. that's not. so this is this. say that again. it's white line.
14:00
Speaker 2
OK and what have you done so far? OK. OK. Got it. All right. So, um, now can you provide me the light indicator that is showing on your main router and the two nodes (M: )? I mean two child nodes. Can you provide me the light indicator showing on your parent node and your child node? Yeah, I see. So it's white light, which means it's online.
14:00
Speaker 1
hmm i have to check all of them up one was white second one let me say the third one yeah all of them they are white this has started happening like two weeks ago it's very bad right now.
15:00
Speaker 2
All are showing white lights. Okay. Uh, just to confirm, sir, how, how often do you experience the dropping internet connection?
15:00
Speaker 1
Yes, yes. uh, we don't know wire but we know wireless are a little um, because we don't use much of hardwire or anything. So we have no oh they I didn't notice anything. So I I all I know is that it's wireless are also for sure doing this. [silence]
16:00
Speaker 2
Okay, next signal. And are all the devices experiencing the same issue, like both hardwired and wired devices? [silence] Okay. [silence] All right. So here's what we're going to do now. [silence] Well, technically, we
16:00
Speaker 1
We did the network from the spectrum many times. So if you can do something with the linkers then that's fine.
17:00
Speaker 2
not really do much troubleshooting because it might compromise your connectivity so what we're going to do is like just basic troubleshooting you know just to refresh your network and um like there's one thing that we're sure about yeah all right so here's the first thing that we need to do um we're going to unplug all your nodes from the power source um then plug it back in. yes, unplug all the the power source. okay, so we're going to restart the entire mesh system. so unplug the main router and all the nodes from the power as well as your modem.
17:00
Speaker 1
So I have unplugged Yes now What? Modem also. So I've unplugged my router, I've unplugged my Spectrum router, all the modern nights. Yeah, the Spectrum one. Yeah. I unplugged everything now. Okay. Okay.
19:00
Speaker 2
Detected right away, because it doesn't really happen overtime. It happens, like, often. So, uh, probably that, uh, yes sir, your thing your modem. Your spectrum modem. Hmm, okay. So, let's just give it at least, um, 2 minutes to rest and restart. Then after that, we're going to plug in then back one at a time. So, I'll just inform you when uh it's already uh 2 minutes. I have a timer here. So, let's just wait for it. Okay?
20:00
Speaker 1
Okay. [silence] Let me know when I have to plug in.
21:00
Speaker 2
is there a timer here? I'll just inform you okay? all right sir we can now plug in back the modem first and then let's wait for it to stabilize and uh go online before we plug in back your parent node so let's plug in your modem back
22:00
Speaker 1
Okay, hi there. Fair enough, my morning now I'm saying online online like hello yes now that's what I'm taking which
23:00
Speaker 2
Just tell me if the modem is already stable.
24:00
Speaker 1
so it says blue power Blue online and Blue voice now should I plug in the uh node main room Yeah, it's table no OK OK let's see it's a blue light now blinking
25:00
Speaker 2
Okay. So let's pl- plug it in your parent node. Now. Okay.
25:00
Speaker 2
uh-huh, but let's just wait for it until it turns solid white. Okay, no worries, give it some time. Usually it will take two minutes for the device to reboot and set up.
26:00
Speaker 1
it's white light now
27:00
Speaker 2
It's white light now. Okay so all right So let's um plug in back your uh one of your child nodes, the nearest one. [ silence ]
27:00
Speaker 1
And should I do both of them together or one by one? Yeah. Okay.
28:00
Speaker 2
No, sorry. One at a time. All right.
28:00
Speaker 1
[silence] Look at blue. It's right, now. Should I do the other one, huh? I've tried, yeah.
29:00
Speaker 2
Is it already solid white? Okay.
29:00
Speaker 1
[silence] That's all that right fell.
31:00
Speaker 2
Howdy, all right, Sir. Thank you so much for that.
31:00
Speaker 1
Okay. Laptop. So, now it's, uh, like I opened the app. Now it's showing me the router, links, uh, nodes, everything.
32:00
Speaker 2
Now let's try to access your Linksys app again. But also sir, Do you have a laptop we can use. Do you have a laptop we can use? Yeah. Okay, that's good. All right and now sir, uh let's try to navigate on your Linksys app.
32:00
Speaker 1
Which way? huh? Okay. Yes. Wi-Fi settings. Okay. Then. Okay. Yes. Channel Finder. Okay. Yeah.
33:00
Speaker 2
so let's go to you tap on the three lines on the upper left corner. All right, and then let's go to Wi-Fi settings. All right, and then go to advanced settings. Okay. All right, and then uh, choose the channel finder. Mhm. Okay, and then uh,
33:00
Speaker 1
[silence] [silence] Okay. [silence] [silence] It's scanning now, this may take a few minutes.
34:00
Speaker 2
yes, sir so that you might be experiencing dropping connection due to the congested uh channel so we will scan for a new channel that is less congested for you to have a better data transfer so you're also experiencing slow internet speed right [silence]
34:00
Speaker 1
Okay, I'll reach out it like
35:00
Speaker 2
No, I sir. So, just give it some time until it would successfully scan for a new panel, then we'll I'll be getting the the firmware of your router to check if it they are all updated, but the last time you have checked, are they all updated? Okay, so they are all updated. Okay.
35:00
Speaker 1
It was showing me like all the nodes, they are connected, but the signal in one of them was just one bar, right? Is it because of jungle? Okay. Okay. Yeah, it is, it's almost completing. It's almost completing.
36:00
Speaker 2
You don't have to worry, sir. Um, the signal that is showing there is not really the Wi-Fi signal. It's the strength of the communication between your child node and the parent node. So we can also check that one. Um let's uh open. So you're able to successfully find a new channel, right? Silen OK. So let's just
36:00
Speaker 1
So, I think it is done, it says, we optimise your Wi-Fi channels to improve your Wi-Fi speed and bandwidth. So done, so let click done. Oh, okay. Then dash nodes, okay. So uh-huh. Router, okay. So up form, way, work.
37:00
Speaker 2
OK. Okay straight uh_version. the firmware version.
37:00
Speaker 1
Um, it says up-to-date. Uh, this it says up-to-date, it's a firmware, uh, 1.0.14.216607. This one is uh minus 82 dBm. Yeah.
38:00
Speaker 2
Does it say, uh, does it state, um, up to date? Okay. Can you also check the other nodes? So let's check first the first child node. Tell me what's the firmware version. Mhm. 21. 21. Okay, so it's the same. So, um, can you also tell me, sir, what's the signal strength showing there? Minus 82.
38:00
Speaker 1
in front of eight. And the other one is a minus 64 dBm. 64. Is it minus or is it dash? Uh huh.
39:00
Speaker 2
yes sir um yes, Yes, sir. That's uh actually the that's a negative CSV. 64 64 CSV. It's uh it's negative. All right, sir. So just to um provide you insight about the RSSI or the signal strength, it is the strength of the signal in terms of the communication between your parent and the child node. So, you'll know if you have an excellent signal, if the the signal
39:00
Speaker 1
Mm-hmm. What? Mm-hmm. Mm-hmm. So, I mean, like, I - we have, like, uh, it's a two - two-story. I have one main router - main - main node on the first floor.
40:00
Speaker 2
showing 0 is to negative 65. So that's an excellent signal. And if it shows you like a negative 66 to negative 70 or 75. It's 75. It's it's just a good signal. But if it shows you negative 80 and lower, that's already a poor signal. So you you may consider moving your child node near the parent node for you to have a better communication and a signal.
40:00
Speaker 1
and two others are in the first floor, you know, so we have it in like, like, we have two televisions, one we have a sitting room and one with a bedroom. So I have both the nodes, one in the, one in the bedroom and one in the sitting room. So how can I move closer? Uh-huh. Mm.
41:00
Speaker 2
I see. Yeah. That's uh well um if it's still giving you like um uh uh poor signal or uh dropping connections or you may consider um adding another node for you to have a better communication you know to um for for a better flow of signal on your system. But for now um if I were you I'll have a 30 day money back guarantee. So it's a deal maker you know and that'll be the best way to achieve success in achieving your goal um success is uh how do you say um uh an every our day business. Say you just you just become famous or you know how to do business. That's it success. So I don't know if you know there's you know when I uh when I when I when I was
41:00
Speaker 1
Okay. Okay. Yes, in which city were you born? Anticipate. In anticipation. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Okay
42:00
Speaker 2
Um, since we have done, uh, the, the firmware check, the channel finder, we have already tried to, um, reboot your whole system and check the signal strength on both your parents and your child node. And actually, it's, uh, it's, it's fine. Um, it's working, it's, uh, excellent. It just, uh, it's just this one child node which is showing poor signal, but just, um, give it time to at least, uh, uh, optimize. So, uh, for now, uh, I want you to observe the signal for us, uh, within 24 hours and after 24 hours, if it's still the same, give us a call back so that we can, uh, proceed further with the troubleshooting. Because we cannot jump into the next troubleshooting because we might compromise your whole connection.
42:00
Speaker 1
Okay. Uh-huh. Okay, no problem. Yeah. Okay. Okay. Okay. Okay, thank you so much. Okay. Okay, thank you so much. Okay, thank you so much. Okay. Bye, thank you so much.
43:00
Speaker 2
All right, sir. So, for now, sir, let's observe the signal and see if you're still getting the same issue. All right. So, all right, sir. Thank you so much for understanding. And I guess we're all good for now. Just don't hesitate to give us a callback in case you encounter the same issue. Okay. So, give us at least 24 hours. All right, sir. Thank you so much. And I appreciate your time and doing the troubleshooting with me. Give us a callback, okay? I think we're all good for now. All right. You're very much welcome, sir. Have a great time. Bye for now. All right.
43:00