Speaker 1
Welcome to number 11, on the line, please indicate. yes, sir. We have a client server, um, and we had a a prior Linksys, um, router that we had for like six years, and we just and we also have your boost, your little, whatever you call them, little nests or booster, you know? We got like four of those. and we cannot seem to get the system to function, and
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 support products 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. Thank you for calling Linksys support. My name is Gerad. I can help.
00:00
Speaker 1
we're still having terrible problems on the other side of the house with the TV's buffering and losing internet. Um, and wondering if you could possibly help us figure out what we've done wrong. Okay, so where would that be on the box? Would it be no, okay, give me a second. I'm old and my eyes are terrible. Um, bear with me, sir. Okay. Serial member is 21 P and Paul. 1 1 M is in Mary.
01:00
Speaker 2
Sure. What is the serial number and model number of your linksys router? [silence] That's usually at the bottom of the unit. [silence] bottom part. [silence] Okay. [silence]
01:00
Speaker 1
two, C.A., as in Carolina, Charlie Apple, 00199. And where would my model number be? Wireless route, network. Yeah. Bottom, I understand that. But on the left hand side, where I just read the serial number from, the WPS or model number. Okay. Bear with me here. This is really small. Looks like E is an eagle. A is an Apple. Eight. Three. Zero. Zero. Victor-one-one. [silence]
02:00
Speaker 2
Uh yeah the bottom of the unit probably the left hand side or the middle middle top , okay . uh got it thank you , [silence]
02:00
Speaker 1
and yes yes this is the brand new one we had pretty much the same one before for like six years and um and uh you know it it wasn't doing what it supposed to so we bought a new one um Sure you're gonna need you okay and and so we still had problems so we called the cable company spectrum they go well your modem is seven years old so they gave us a new modem still had problems the tech came out and checked the uh um strength of the signal at the router box at the outside of the house coming in then went up in the attic and did some stuff and said you know we've got maximum
03:00
Speaker 2
and is this the one that's not working? huh I
03:00
Speaker 1
strength coming in, but it just doesn't seem to stay connected. Our nodes or meshes, whatever you want to call them throughout the house, keep going in and out. And we got those, all four of those are brand new because we had two. And then she thought it might be the old two, so she got that got rid of those and we got So those four pieces of equipment are also brand new. Oh, okay. Okay. What's your mom okay. Um. You need all of them. Just one for now. Okay, so serial number is 241. F as in Frank, 11. Mary.
04:00
Speaker 2
OK so, what's the model number of the node? [silence] and the serial number. Just one for now. Okay. so oh let me check the documentation uh what's your first name and last name so I can create a record for you mm-hmm and email address.
04:00
Speaker 1
at Juno.com. No, yes. And they were here on Sunday. Um, God, I don't know, less than probably two weeks ago. When did you purchase the router? June. June what? I'm not sure.
06:00
Speaker 2
who's the internet provider, spectrum. so let's talk about your ea83 first. EA8300. you said this is a brand new one. when did you purchase this? [silence] is it still possible for you to return that? because unfortunately this type of model EA8300 we no longer support this. i can help you with the W801 nodes.
06:00
Speaker 1
okay. So why are we, why are we selling a product that you don't even support anymore? Where did you buy it honey? Walmart. We bought it at Walmart. We can return it. That's not a problem. if if you can't help us then, I can't, both of us work from home. So we have to have reliable internet services. And and if you can't help me support a br-, what we bought brand new, then we need to return that and and get a different piece of equipment that we, you know, obviously would have support with. You know what I'm saying?
07:00
Speaker 2
[DOWNWEIGHT] for sure, but this is? EA-8300. That I can't help. [silence] So if it's possible, we return that instead. [silence] It should not be sell, actually. [silence] I'm not sure [silence] why it's there. [silence] So I [silence] cannot be [silence] So I [silence] think I [silence] understand. [silence] Like I said, I can support you with a WH-W701. Now, that is actually a
07:00
Speaker 1
Okay. Okay. We can try that. Yeah. I mean, you're talking to a couple of dummies here. So, you know, and I'm really stupid about it. My wife's got way more sense about it than I do, but she gets frustrated sometimes too. yes. Okay. Okay. Yeah. It'll take a second. We've got to walk to the other side of the house to collect all those. So we can do that. It's just.
08:00
Speaker 2
Rather, we can set the up as a main internet source or router if you want. Just you can try that? Okay, let's do that. So, no, not so you got me in the line. Um, so just gather all you said four nodes. Grand, so gather them all in one place, together with where the router is the internet source. I mean, not the EA, the internet source factored modem. Okay.
08:00
Speaker 1
I mean, when was when was this model created when did you guys stop supporting it how old is it oh yeah the one you're saying you don't support anymore okay [silence] they stopped supporting this in 2017 [silence]
09:00
Speaker 2
of EA, you mean? let me try. I'll check that for you one second. Yeah. It was way back April 2017. So the technology of the technology of that kind of old. So and that might not be able to match up with the latest technology we have today. it ended 2025 by the way May 2025 the support of that.
09:00
Speaker 1
No. No, the router. No. Just let's, let's follow the instructions to see if we can get it to work. This is a real pain in the ass. We've been dealing with this for quite some time now. And it's getting overly frustrating. So, okay, she has collected all the nodes and has them in the office with us. And So connected to the cable spectrum cable modem, correct? What about the what connect one and connect it to the modem? Just do what he says. Just do what he says. Well, what about the router? This is a router. That's a, that's a, that's a, that's a, that's a, this is a, this is a, this is a, he's gonna bypass that old router and use the node as a, as a, as a router. So, he wants to.
10:00
Speaker 2
All right. All right. Mm-hmm. Okay, get one and connected to the modem. I'm sorry, what was that? Fiber optic cable modem. Here I guess. Get one and connected to the modem. Mm-hmm. Correct.
10:00
Speaker 1
So, we'll take this one out of the router, and we'll plug it directly into the modem. Okay. So, the first child node was connected directly to the Linksys router. Does that make sense? Did you hear what she said, sir? [silence] So the Linksys router is no good. He can't support that. We returned that. That's what he's going to take. He's going to make the node the router. Which it's already doing. Which it was Okay. Yes, the child node is still red. End of audio
11:00
Speaker 2
The. Yeah, I hear you, but that's not going to be cold, child nodes, because that's going to be a parent node, if that's connected to the EA or the rudder. Not. Yeah, return that track. Yes, and the child node, still child node. [silence]
11:00
Speaker 1
Do I need to reset it? What? When? It's red solid. So hold it down? Okay. So now it's... Good 20 seconds. It went blank. It went blank. Okay. So she's following her own instructions. Right? Let me. Okay. And... And I'm good going in here. I'm going to do it right here. I got this outlet over here. [silence]
12:00
Speaker 2
Yeah, we do need to reset them all. So press and hold the reset button of the nodes, hold it down 20 seconds each one of them. But do not reset it when it's blue, do it when it's red blinking or solid. it will be blue for a second or two, then it'll blink in blue, then wait for the light to show red and do the reset.
12:00
Speaker 1
So. Look at three times. Three times? Mm-hmm. And pull it down. Until it starts to blink red, then I can let go? Nope. Until it goes, until it goes blank. Okay. There it's blank. Oh, it went red again. God damn it. Yeah, go ahead and dial. Turn blue. Oh, good Lord. I need that. I'm not having any success. [silence] What? Yeah, I know you got hun. All right, so we're down to getting one one of them reset. Yeah, a pink red amethyst. Oh, [silence]
14:00
Speaker 2
Okay, and the main tower, called parent node, what's the light of that? Is it more like a pink red or a solid red?
15:00
Speaker 1
whatever you want to call it. I call it AMACFAM. That is correct, sir. So the child noble. Yeah. Yeah. Yeah, the main tower. He called it the child node, honey, that's what he called it. The main one. I'm sorry. Okay, okay, this is the one that is, is hotwired straight to the um
16:00
Speaker 2
okay? that's good. so, if the internet source or the modem has internet uh, the light of that will turn solid blue. we're gonna start the troubleshooting now. at the bottom of that there's a reset button. press and release the reset button five times, but not too fast, not too slow. it sounds like this. press, release, press, release, do it five times. reset button of the main tower. no, no, the, the main tower. yeah. Oh no, sorry. so that's parent node and the extender is the child nodes. so the main tower is called parent node and the extenders are the child nodes.
16:00
Speaker 1
that we're doing it to. so so it would be the parent. i think five times. you did it five times it's kind of a clear white blinking light light pink almost white. okay okay Well we may have so hang on wait wait one second okay so the way our house is set up is we have very thick cinder block walls so the router or the modem and the router
17:00
Speaker 2
okay that's perfect okay up to five minutes expected light should be light green aqua Aqua blue or something like that so I'm setting time right now five minutes [silence] you can ask me a question if you have questions we're still waiting four minutes to go um but yeah if you don't have questions you can put me on mute or something [silence]
17:00
Speaker 1
Dot are, uh, in our back, uh, part of our office, which is four walls of cinder block with insulation inside, and the rest of the house is separate. See, this is a courtyard home. But we've worked under this system for six years, Sherry. So, uh, when, when you walk in the door, on the left-hand side of the door, there's a, uh, office or mother-in-law suite that is detached from the main house. And when you go through that front door, you're in the pool area. And then the rest of the house is built around the pool, which is the other side of the house where all the TVs and stuff like that are. So it's, you know, I don't know if that has anything to do with it, but I mean, we've lived, we've used this system for, for six years now, though, without any, without any problems. problem. I mean, every once in a while, we'll get some buffering on the TV or something, but most time it's been... pretty good. So, how are these nodes? M: Okay. AI: What was Sherry learning to ask? M: How well do they work through... because we're not we can't move our modem because our office is where we have to have the connection the most. The rest of the house is TV.
18:00
Speaker 2
uh, uh, uh, sorry, whatever, but actually, nothing will, will, will, will, will, will, will, will, will go going to change. We're not going to change anything except that we're not going to use thest main router. It's not actually advisable to use it as a main router if you're using a mesh because it will interfere with the Wi-Fi of the mesh. Your mesh is also a router. So instead of that, use the mesh main tower as your router because they're all routers. You have questions, what is it?
19:00
Speaker 1
... DVDs that are all going to be Wi-Fi. So how well do they work? Right, so if we're going every 30 feet, we've got basically, so four nodes should cover a house that's 2,400 square foot, correct?
20:00
Speaker 2
right so once they will work okay so once you set up once you set up the main node and that that turns solid blue we're gonna add the extender tower you can move the extended tower to where you want them to be ideally 30 feet uh away from the main node 25 or 25-35 away from the main node or the next tower that will work as a wireless extender and you can connect your devices to those nodes as long as again within the range that they will use the same wifi name of the main main node same password everything is the same it's just an extension of the wifi expand the wifi coverage [silence] [KEEP_UNCERTAIN] I-I think so, yeah. Is it up and down? I think it will cover, yes. I think we-we don't have problem with that. Uh. Right. Right, right, nora, so so we're going to figure out how to um place that.
20:00
Speaker 1
It's blinking, blinking red, or slowly, back blinking red. Okay, so that should be your, yellow model number of the modem. Oh, the The Spectrum modem? It's brand thinking new. I told him we had them out, and he tested the signals coming into the house in the attic at the modem. We have a strong signal. Let me hold that. Okay. There's no, What are you looking for? the model number? I don't know. Sorry. No [silence]
22:00
Speaker 2
or where you want them to be, you can also put it there. But what's the light of the main tower? It should be solid blue by now. [silence] So, I think the cable is not connected properly or it's not detecting the cable. Blinking red means not connected. What's the model number of the modem? Yeah, spectrum modem. Yeah. Uh. This the model. So I know what it looks like.
22:00
Speaker 1
I don't really like that. Oh. I have no idea. Um, EFEFEFEMES-5,111. Um, right? 521. Um, I'm sorry, you broke up. Nope. It's sitting right on next to the modem. And the yellow cord goes from the modem to the node. Yes, correct? Yes. Is that a front desk? It's a different. Yeah. Voice over internet protocol. Okay. Yeah. That makes sense.
23:00
Speaker 2
Correct your model number. Sometimes start with the letter E. E S two two five one. That sounds right. two five one trying to. So the main tower that connected to the modem directly, right? No wall patch in between. No. The main tower, the print node, is that connected directly to the spectrum modem? No wall patch in between or wall patch. I mean switch hub? No.
23:00
Speaker 1
Okay. Yeah. Uh, I was thinking we're connected to the other modems. I mean, this one. Isn't that brand new already? Yeah, that ethernet cable is brand new. came with the modem that we got on Sunday. Saturday. But we'll do it. Okay. That's fine. Yeah. Want to just go this way?
24:00
Speaker 2
Do you have a spare ethernet cable that we can use? You do? Okay. Uh, take out the cable connected to the router and modem and replace it with a new one or the spare one. Let's try it. Yeah.
24:00
Speaker 1
Okay. Does it matter which top or bottom? Probably not. No problem. What do you mean? I don't understand. There's two spots for the ethernet cable. Top and a bottom. I have no idea. Sharon, do you? You can probably put it in the bottom. Okay. So she put it in the bottom. Yeah, she put it back in the bottom one. Okay. So, yep. [silence]
25:00
Speaker 2
It does, it does once it's set up. And it, it's, that, that port is configured to connect to the same port. Yeah. Where was the cable plug in before the old cable? Which port was that? I see. Bottom one? Okay. Yeah.
25:00
Speaker 1
[silence] they're back. yeah. We can see those as a new part of notes.
26:00
Speaker 2
the the light of the parent no that's so blinking red okay remove I mean unplug that and get one connect that as a new parent no
26:00
Speaker 1
Mhm. Okay. It's plugged in. We got a blue light on that. My husband's turning to follow me. Right there.
27:00
Speaker 2
Okay, let me know once it's turned to solid magenta.
27:00
Speaker 1
there you go don't worry about it yeah what's the writing well it's blinking red it's blinking red yep all right blocking red yep okay okay
28:00
Speaker 2
What's the light now? The one you just plugged in. Okay, press and hold the reset button of that, hold it down until the light comes on. Yes. Okay, should be paired now. Click connect.
28:00
Speaker 1
and the night is hot. Okay. That's done. I can't read this. Yep. Well, it's not a miracle. I'm sure.
29:00
Speaker 2
Do you have iPad that we can use?
29:00
Speaker 1
Yeah, signal. It says it's online. Okay, so the iPad seems to be connected, sir. What's that? Okay, you two talk, because I'm getting in the middle here. What domain though? Blue. It's blinking blue. I'm making blue, okay.
30:00
Speaker 2
Let's connect it to the new main node Wi-Fi, but let's wait till it turns solid purple, the light, I mean, pink maybe. What's the light of the main node? Still blinking blue? Okay, let's wait for a while.
30:00
Speaker 1
It's pink, it's pink. Sorry, what? I'm looking on what? For the wifi name, the name is well setup AEC, A is in Apple. Is an Emily? C is in crab? [silence]
31:00
Speaker 2
Okay, take a look at the bottom of that. There's a Wi-Fi name and password. Just tell me the Wi-Fi name, not the password. [silence] At the bottom of the main node, uh, take a look at the bottom of the main node, the bottom part. There's a wireless name and password. Give me the Wi-Fi name. Go to your iPad, Wi-Fi settings and find that name.
31:00
Speaker 1
Okay. Got it. AGH AGH AGH A zero. Okay. TipTop and tiny writing. APA. Okay. I got a check. Sorry. Let me I'll think of a sound. I'm sorry.
32:00
Speaker 2
connect to that select that and Connect. Open Sponsor. Sponsor. [silence] open S o o Safari browser.
32:00
Speaker 1
OK. I do have the links this app already, so, OK. To how we can see the local system. OK. I got the browser. I got the browser. from my route and that's local. No secure. Links are sparse. It's slowly coming out.
33:00
Speaker 2
Let's use the browser for now, so we can see the local system. Go to myrouter.local. What happened?
33:00
Speaker 1
it just blink them back and forth. so I'm going going to do a direct happiness into the through the farrow browser. area? okay that's one nine two and one six eight, nine one I'm sorry. I said it's still blinking. Excuse me yeah.
34:00
Speaker 2
Let's use the IP instead. So, I'm going to give you an IP address, tab that into the very top search bar of your Safari browser. You ready? That's 192.168.1.1. Enter. You mean it's loading?
34:00
Speaker 1
It's going from... X to reload, X to reload, X to reload. Not working, um, right now, it says manage your Wi-Fi or set up a new Wi-Fi network, but we already have a network, so
35:00
Speaker 2
now that's weird me well that's weird I guess we can try the app. Let's see. I'm hoping that we can access it, but let's try app. Open the link of this app in your iPad. And tell me what you see. Setup a new Wi-Fi network. Sheila Hagenbach noella uh no hey sir uh uh uh uh that's okay proceed I'm uh
35:00
Speaker 1
It looks like you're not using the internet ports. Make sure your router is connected to your, uh, remote. [silence] That's for developing, [silence] this, um, getting them access for, uh, [silence] them, I think it will run now. [silence] As a GPS from wife. I'll try this again. Do I have a Google Chrome? Uh, developed setup ACE is no internet connection. I do have Safari because it's an iPad. Right now they, they both leaves. [silence] Okay. End direct, the government [silence] [silence] [silence] nice.
37:00
Speaker 2
Right. That's what I'm thinking. That's what, we need to access the local settings of this. Um, but let's go back to your IPad and try to access it again. Or do you have Google Chrome? Right, okay. Open a new tab, a new page. And go, go again to my router.local. Admin. The word admin is a password, all in lower case. What is the network password? Okay.
37:00
Speaker 1
Let's go to the left hand side and we're going to find this option troubleshooting. Yep. I see troubleshooting. the firmware version, 1.1.13.216909. Scroll down all the way to the bottom of that where you see Ports, Internet. I had a GPS or one GPS or Nah I don't. One and then one GPS.
39:00
Speaker 2
ok let's go to the left hand side and the router setting there is options troubleshooting like that and then go to i mean the first tab is status below that is devices and report click report [silence] okay scroll down all the way to the bottom of that where you see port [silence] does it have x mark under 10 100 mbps or 1 gpbs or nothing at all
39:00
Speaker 1
GGPPs. am I? No. The number one, it does have the X mark. Oh. Oh. cable. The modem only is connected to the parent node and that's it. Good. And we have two points. It it's uh, I don't call my turn. No. It's vacant. Thank you.
40:00
Speaker 2
There's X mark in line with the word internet. No X mark. What about that one, the number one? Is there X mark or no X mark? Oh. Is there any device is connected to the ethernet port of the main router right now or or it's just the modem that's connected to it? Yeah, the cable. And the printer, no, it has two ports. Is, uh, other port vacant right now or now? Uh, wait. Why is it in.
40:00
Speaker 1
[silence] Studio and I think the in the end of the commission of pointed out the point. Okay.
41:00
Speaker 2
Let's disconnect the cable and no it should not, let me think.. Yeah, let's try it. So disconnect the cable connected to the internet port of the current node and connect it to the beacon port. Thank you.
41:00
Speaker 1
It's still purple and still no internet connections. Still says no internet connection. But what is the actual understanding of it? still at the one.
42:00
Speaker 2
can you click the refresh button inside the troubleshooting page? Can you turn up this spectrum modem internet, backline. Just the modem. Thank you. Okay.
42:00
Speaker 1
And then, and then, and then Sunday, they didn't even like, I didn't tell her, like, you know, I told her a week before that. We were having trouble after that. Call structure. They can check the modem and they can check the telephone line. They can type anything you have, wouldn't do it. And then, and then, actually, it was 4th of July and he was like, what are you supposed to do? Oh, they'll be open. Don't have to text first line. Well, it's 10, it doesn't matter if it's holiday or not. And they were open. So she took the phone and knocked him over and they replaced it. Now, you know, that's like she's pissing me off. well, Hello? Yes. Is it Kimberly and pictures? It is rebooted. The monitor, monitor node is still purple. Can you click on refresh inside of page probably city? Uh, still says no internet connection. Frankenstein's Mark on this. Reports. Reports. Same place. Under one. Okay. Unbelievable. And if. Which one? On the Internet online. Yeah, it's online. It just went boy. So I'm going to refresh it. Just in case. So.
44:00
Speaker 2
yes is it done I brought it okay yeah can you click refresh inside the page troubleshooting it works the x mark under the troubleshooting report tech ripple okay one sec Hello? All right. Thank you so much for patiently waiting on the line. Can you click the OK button and let's go to connectivity? And let's go - Oh! I forgot. Uh, go back to the home page. Click the OK button again. Scroll down all the way to the very bottom where you see the blue background, dark blue. There's a letter C A there. It's mobile, but you can see it there. The letter CA,
46:00
Speaker 1
That is the A. Uh, the, the, the, the, the, the, the corner. All I have is, I got to go home. Oh yeah. Click okay and go, go to the all the way, to the very bottom. All the way to the, the right corner. I don't have anything like that. I don't know what you're talking about. What do you see on the page right now? Um, it shows Smart Wi-Fi tools. And then 4, 2467 network status. I don't have a home page. So that- Yeah, that's, that's the home page. Um, but yeah, below that, there's end of the day license agreement. Like the all the way to the bottom of that. Yeah, I see that. Privacy statement and terms of service. CA like that. Says something, privacy, policy.
49:00
Speaker 2
uh... at the bottom right corner home yeah click ok and then go go to the all the way to the bare bottom and take a look at the right corner so what do you see on the page right now uh... boxes yeah below that yeah that's the homepage but yeah below that there is the end-user license agreement like the all the way to the bottom of that privacy statement and then the last one is CA click that
49:00
Speaker 1
[silence] there. sorry, I can't open that page. [silence] it says a policy [silence] it IDP privacy policy. there's no C A. [silence] open privacy policy. There's no C A? no. [silence] okay. let's go on. [silence] okay. [silence] what's the last step if you do you? [silence] what? [silence] Oh, the C A router setup. [silence] see. please, okay. [silence] great. access ID and it's your FI name and password and your FI password. click config notes after that. [silence] okay.
50:00
Speaker 2
Yeah after that is CA. It's not there the CA? So after the O'Club privacy policy there's no CA? Okay, let's go back to connectivity. What's the last lab under connectivity? Yes, click that. And then create SSID that's your Wi-Fi name and password. That's your Wi-Fi password. Click set up node once you're done. Type your Wi-Fi name and password.
50:00
Speaker 1
Okay. Still no internet connection. [silence] Okay. [silence] Hmm. [silence] Still no internet connection. [silence] Yeah, he opened the garage door. Oh, did he? Mm-hmm. Well, is he outside? No. Huh? No, but you locked them in. I - I - still no connectivity and still the one with an X, not the internet. Did you already set up network? Set up no, where is that?
51:00
Speaker 2
Okay, but you already Quick Start Node, right? [silence] [silence]
52:00
Speaker 1
What do you see from there? Router setup? C browser router setup. Connection. Okay, you didn't come into... What do you see from there, Sherry? Hold on, I see let me reenter this. Okay, oh six one four. Up near. your, your router it's applying changes. Okay?Router not found. It just turned blue. The router just turned blue. managed EDS blue [ silence ]
53:00
Speaker 2
okay so turn off the modem and the router now unplug it from the power source you're welcome this time
55:00