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 dot links.com. Please have your device serial number ready. For assistance, press one now. For out-of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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. Thank you for calling Linksys. My name is Mr. Gerald I can help.
00:00
Speaker 1
The notes, the mesh notes, actually, so I'm just kind of restarting right now and I just need some help because I had the same problem in the past and then somebody from technical support helped me to get my notes connected to the parent node. Uh, the serial number is 6-0. Charlie 10M 1 1 E0 4 2 6 0. .[silence] .[silence] .[silence][ <start_of_audio>
01:00
Speaker 2
Can you give me the serial number and model number of that? [silence] Okay.
01:00
Speaker 1
Google Fiber. So the primary one is white, and my other two child ones are solid blues.
02:00
Speaker 1
[KEEP_UNCERTAIN] Yes, sir.. Correct. Mm. No, you got it correct. Yes. Don't last time when we did this, I the tech support technician actually asked me to do seven times some button process or something and then everything got perfectly fine.
03:00
Speaker 2
Based on your phone number there is an account here. Are you Shankar Bhandumajum dat (I'm not sure how to pronounce). [silence] Can I use this one? There we go. [silence] Right. So, let me check this throw number first. Okay, here we go.
03:00
Speaker 1
Our best advice. Hmm, I believe it's less than a year for sure. Uh, unfortunately, I don't have access to the receipt. I may have to go into the best buy to get the receipt for now. This would be what? I'm sorry.
04:00
Speaker 2
can I ask just for confirmation do you remember when and where you purchased this? uh, was it a year ago or six months ago? do you have the receipt so I can update the warranty? uh... reason for asking is that when I check the serial number right here it shows that it's out of warranty so if you're saying it's less than one year I'll have to update the warranty to do that I need a receipt without the receipt this will be deemed as out of warranty for now this will be deemed out of warranty
04:00
Speaker 1
$ how many. Yeah, that's fine. I mean, if you want to charge me for that, let's do it. I mean, as I said, I don't have access to the receipt right now. What do you say? I'm sorry. No, I said like, whatever we need to do, let's move on because I need to have the internet or the network fixed in my home. So. [silence]
05:00
Speaker 2
for now, since we don't have the receipt to update the warranty. And unfortunately for other warranty devices, if we're going to assist you, you'll be charged $15. Non-repounded. One, five, $15. I let me opt my tools down. Sorry, did you ask me a question? [silence]
05:00
Speaker 1
Yeah, that's fine. Okay. Yeah, one second. Okay. Okay. Will be 1-2.
06:00
Speaker 2
All right. I'm just loading up my tools here. One second. All right. I'm going to need to ask for your card information. Is that okay? All right. With your nice store. Your card information here, so I'm going to pause the recording. I'm going to pause it now. What is your card number?
06:00
Speaker 1
yeah, [REDACTED_CARD_NUMBER]yeah, the one that you got sankar chandramohan, expiration date is, sorry, i'm going a little, multi multi-sell [REDACTED_PAYMENT_DIGITS] It will be [REDACTED_PAYMENT_DIGITS]
07:00
Speaker 2
name on the card is that your name? [silence] what is the expiration date? [silence] the security code? [silence] got it. [silence] charging you [REDACTED_PAYMENT_DIGITS] dollars now and I'm also going to
07:00
Speaker 1
this Yes. Okay. it's back charged. Yeah, that's where it is. Yeah. On which one on the primary one? [silence]
08:00
Speaker 2
Wait a second. at the back of the main routers there's a reset bottom press then release that three times not too fast not too slow one second gap between press it.
08:00
Speaker 1
Do not put it in the up one behind that. thing I have a little power button behind you. Set a reset button. Okay. I cannot get my finger in there. Do I need to have any pen or some sort of things to press it? Do people you said five times. Right?
09:00
Speaker 2
no, the primary router, yes, the flat router. Yeah, do not prolong the press, just press and release five times with one second gap between presses. Yeah, you might need a pen or pen to push it down. Five times, yes, correct.
09:00
Speaker 1
Dancing while dancing
10:00
Speaker 2
Okay. The one that's blinking, it's trying to communicate, but it will take three or five minutes for that to be fully added back to the network. I'm setting timer now.
10:00
Speaker 1
blinking blue right now. and the primary is also doing the blinking white. and now the primary shows some now the primary shows some kind of orange light. and now again white now the primary is stable white but my child notes are still blinking white not blinking sorry
11:00
Speaker 2
okay alright let's wait five child nodes starting to blink white
11:00
Speaker 1
It comes in and fades off again,
12:00
Speaker 2
[silence] Yeah. Okay. So, two child loads now, flashing white, correct? Correct. So we'll have three more minutes.
12:00
Speaker 1
Okay, one is solid white right now. No. No, I could be wrong. It's staying for a long time and then goes away. And then now turned to be red. One of the note actually shows red now, which is how it's doing. Oh all right, give me one second. I'm gonna put you on hold, I'm getting a call from office, give me one second here, okay? Thank you.
13:00
Speaker 2
Okay, is it blinking red or solid red? Sure. [silence]
13:00
Speaker 1
Yeah, it came up as a red and then it just went away and then the white came back and then and now it seems like it's holding up on the child notes. All right, so I can now unplug it and then go put it in the all places where they were. Okay. We'll do that right now.
14:00
Speaker 2
Oh, you can put put them back to where they were before and I'll stay right here. Just to make sure. Yes.
14:00
Speaker 1
All right. One has been plugged. There. It showed the blue and now it's flashing blue. Is that expected? Okay. And once it boots up after three or five minutes, why does it keep, sometimes it drops the connection to the primary. Do you know what why would that be? Because it's how it's okay, it was just probably holding up steady and then for a few minutes later it drops again, comes back again. So having heart attack, but it's exactly the same place and I have been having these notes here for a while now. So maybe this is going to fix it. We'll see it. So what if while we wait here, the five times pressing on the reset button, what does it actually do? It with system actually, is it going to reset the channels overall or what was that thing that we did? [silence]
15:00
Speaker 2
It takes five minutes for them to fully boot up, 3 or 5 minutes. It's probably just a channel issue. I see. If the parent node is unconfigured or not,
16:00
Speaker 1
Five times before pressing the reset button. Okay. Okay. And do you know why that would happen? Because for the last, as I said, like less than a year now I've been using it and uh it's been in my house with no problems at all. So why would you say that this has just started happening recently, like for the last two, three days?
17:00
Speaker 2
So setup it will set up the parent node by doing the proper process on the reset button of that parent node. If the parent node is solid white and it is working up and running. The child nodes are ready for setup, then it will add the child nodes. The expansion of that button. Yes correct only if the child is disconnected. Well based on our conversation you you said that it it's solid blue. So I'm assuming you reset the router the child node. Did you perform a reset on that child node? If you didn't that's
17:00
Speaker 1
Oh, OK. All right. I have one on the solid white. Let me check the other one. I'm going to check the other one. I'm also going to check my office network because that's where I used to work from and I need to make sure the Wi-Fi actually has the right speed. One second here. Are you suggesting like in the future don't reset the child node? Or if I do reset the child node, then go make sure that primary also get that five times reset from the back of the base to reconnect the child? [silence]
18:00
Speaker 2
Yes, if you reset the child node to add them back you have to do the five press we just did on the parent node but that'll only work when the parent node is on solid white. That means it's working. When it's when it's solid blue that means you'll have to configure the main node first but you can also do the same thing.
19:00
Speaker 1
Yeah, but what was interesting is between the two child nodes, one was having a solid white and then other had actually had the solid blue. The one that was having the solid white was keeping on keeping off like dropping the connections here and there. That's where I got confused on the setup. You know, I said like when I called you and there, there was two nodes. And yes, I had the reset button pressed on both of those. But one of them was solid white and the other was solid blue. So I have two child nodes. One was solid white and the other was solid blue. And that's where I got confused. How come one is white and other is a blue one? And the white one, I was a solid one. When I reset.
20:00
Speaker 2
uh, if pressed the reset button, and it will configure the parent node, however, the wifi name will be defaulted, it's still gonna work though? Wait, it's blocking the internet, you say?
20:00
Speaker 1
to put it back on the same place. It won't be there and then start dropping the connections here and there. That's where it was very confusing. Um, I would say maybe like, let me double check. It's in my living room and that's where it has been forever. I didn't even move it at all. So, I would say so, yes, that's kind of correct. Okay, that means Oh, okay, so the primary was trying to talk to the first child and that first child wasn't solid blue. So the third one who is far away from those two [silence]
21:00
Speaker 2
but for the solid white how far is that from the main node so the so the solid blue before that that was the closest known to the parent node correct um I mean it's not receiving enough um I mean it's not receiving enough Wi-Fi from the internet source since the closest node is on solid blue it's not working
21:00
Speaker 2
yeah it's forcing to connect to the parent node which is far so it drops the signal speed something like that but what's the line now uh what's the line now let's make sure that they are all solid white it's okay yeah you can give us a call back as long as we're in today then that's fine my name
22:00
Speaker 1
Gerald? [silence] Gerald, okay, okay. So, if I call back in, can I give your name as reference or should I ask you to get connected because now you know that we worked on -? [silence] Yeah. Yes, please, that'll be great. [silence] I'm going to repeat it. Ellen Larry, T&T, Eason, Tom S&Fam, 00134078. [silence] All right, thanks, Gerald. I think that worked. I really appreciate your help and I'll get back if I have any issues later today. [silence]
23:00
Speaker 2
my name is Gerald. J-E-R-A-L-D. Gerald. Oh, I've actually documented the things we have done right here. If you want, I can give you a ticket number so you don't need to repeat yourself on what's going on. Do you want your ticket number? It's L as in Larry, T as in Tom, S as in Sam, 00134078. Correct. Yes.
23:00
Speaker 1
No problem, thank you. Thanks for your help. Appreciate it.
24:00
Speaker 2
All right. Sounds like a plan. Then thank you so much for your cooperation and your patience. You take care. You're much welcome. Thank you.
24:00