Speaker 1
Yeah. I um, I have not been able to get my Internet to connect. Correct. Yeah. And I've been with my Internet company trying to troubleshoot the routers and I've, you know, tried all the I've been also on the web linksys website and I've tried all the things and I can't seem to get it to work.
00:00
Speaker 2
Welcome to linksys support to ensure quality service, your call may be monitored and recorded. 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 linkshy.com for more information about your product. [silence] Thank you for calling link. How can I help? Umm, so you don't have any internet connection, ma'am, on your router?
00:00
Speaker 1
to get it to to fixed. Washington Broadband? Yes, it is two zero J two zero M three nine A two eight seven three seven. Correct.
01:00
Speaker 2
M, I see. Who's your internet service provider? okay all right can you provide me mom the serial number of your links soon? Let me double check that one for you. Thank you so much ma'am. Let me just pull that one up here. That is the W H W 03 right for the model number? Okay. Thank you. So much.
01:00
Speaker 1
We have two. So the, yeah, the second one is, is an extension. I'm sorry. Okay. h n Baker, B-A-K-E-R three at Yahoo dot com Hannah Lounsbury. Yes, it is LOU and Nancy SB as in boy, U-R.Y. Yes. Yes red. I have. Yeah, I am, yeah. [silence]
02:00
Speaker 2
Can you spell the last name for me? Thanks so much. And this is the best call back number in case the call gets disconnected. Ma'am Ninth the one that ends in three the eight nine six. Thanks so much. For the WHW03, you have one main node that's connected to your modem right. Okay. What's the color LED light of that node, Ma'am? Okay. Did you press any buttons for the parent node? Okay. How long did you press the reset button?
03:00
Speaker 1
Well, first I actually [second system speaking during speech] pressed it, I didn't hold it, but I pressed it five times because I thought that's what [second system speaking during speech] I was supposed to do. And then the second time I just held it for like five seconds. And both times it did change from the red to like green, but then it went back to the red. I don't have a modem, I guess. So it is connected to a I guess it's a phone line box. They have a, it says I don't know what this says.
04:00
Speaker 2
okay hmm I see but so far your internet service provider confirm that you have an internet to your modem right did they so how I see so how did you connect the WHW03 where is it connected I need you to
04:00
Speaker 1
It says it's a Cisco systems and it has like, says ATA with router. I don't know what that means, but. So, I have this little box that they provided and it's where, yeah, it's where the Linksys node is plugged into. It's where, um, it's where the phone line through them as well is plugged into. And then it actually does go down to, um, to an adapter that goes outside to the little satellite and then one that goes into the power. That's where everything's been for years now. Yeah. I did. So, what happened, um, on
05:00
Speaker 2
Okay, thank you so much. But that is where ever since your linksys router was connected to. [silence] Okay, thank you so much. But that is where ever since your linksys router has been.
05:00
Speaker 1
And I do. I see they're both still on there. The Velscop is there's like two of them. Yeah. Velscop and then Vels extension.
06:00
Speaker 2
Okay, I see. As for this one, ma'am, for this main node, do you still see the Wi-Fi name available in the Wi-Fi list? Yes, on your phone, can you still see the Wi-Fi name? [silence] Okay.
06:00
Speaker 1
I love. Okay, I'm going to start it now.
07:00
Speaker 2
Okay. How about this one, ma'am? Um, since you've already tried to press the reset button, um, I need you to press again the reset button, but, um, you have to press and hold it for 30 seconds. However, within that 30 seconds, kindly observe, kindly observe if the L.E.D light will blink red and then it should turn off. Do not let go yet, wait for the light to turn blue and then let go of the reset. But press and hold it for 30 seconds. Okay.
07:00
Speaker 1
Okay. It is blue, like a light blue color. And I think, okay. Okay. Okay. Yeah, it's just across the living room and it's also still red. So, should I do that one as well? Okay. Okay.
08:00
Speaker 2
Okay. Okay you can let go. Okay you can let go now mam of the reset. And then where is the other node? The one that you use for extension? Okay. Can you also grab that one and then yes but I need you to grab that one first and then bring it closer to the parent node at least five feet. We will just move it back to your living room once we are able to connect it.
08:00
Speaker 1
What about sweetie? You're okay. Get plugged in. Okay, so I plugged it in just a few seconds ago and it is blue. It's blue and then now I'm looking back over to the primary one and it's red. Solid. It is
09:00
Speaker 2
Is it like solid red or blinking red for the primary? Solid, okay. So, as for the second one, is it blinking blue or solid blue? Since you just plug it in.
09:00
Speaker 1
slowly blinking. It's like, on, off, on, off. Yeah, it. Oh, and now it turned red. Now it just turned red. The second one turned red and it's blinking. Still blinking red. The second one, okay. Do you want me to do both of them or just the second one? Okay, I'm going to start folding it down. [silence]
10:00
Speaker 2
OK. OK and what color is it blinking, ma'am? OK, so I need you to do a reset as well on that one ma'am. Press and hold it for 30 seconds for the reset button. The second one, yes. Just the second one since we're already done with the primary.
10:00
Speaker 1
All right. Right at 30 seconds, it turned blue. I did. Okay. Tell me when it turns red. Very good. I will. [silence]
11:00
Speaker 2
So please go on How to have a hard rest button? Okay Okay So let's just This which will turn turn solid red before we proceed with the setup. Yes No.
11:00
Speaker 1
I can't see anything here. is it red? yeah? okay. it turned red. solid red now. okay. Okay, so I did that and it, oh, now it just turned yellow and a yellow orange. And it's blinking. Okay. I appreciate the help. Okay. Thank you. Okay. It turned green. Okay. Sounds good.
12:00
Speaker 2
If you need to do something else, ma'am, while you're waiting, you can take your time. You're welcome. Okay? Just let me know if you observe any changes with the lights. I'll just be here. Right. So, we're still within the five minutes timeframe since I set the timer. Let's just finish this one to make sure that that one is steady solid green. And then we will complete the setup later on. I'll walk you through with the entire process. Okay.
14:00
Speaker 1
She was waiting five minutes. You had a chance to reconnect. Oh, that's interesting. That was red, right? Yeah. [silence] [silence] So life's been green, it's still green. When my daughter said that. Second is green also. So I pressed it and it says yeah it says connected. Yeah. And then the extension is like an available
17:00
Speaker 2
That's good. How about the second. How about the second node that's that's good. So so it will actually revert back to its default Wi-Fi name, but we will just rename that one back to your original Wi-Fi name. So I want you to go to the Wi-Fi settings of your phone. Usually this one will revert back to underscore setup followed by the. I think it's setup C 91. Can you double check? Okay. Kindly connect. Mhm. It's connected. Okay.
18:00
Speaker 1
I think I don't know if you can only do one or the other yeah okay yes I have it on my phone okay Let's see here So I'm just see it won't let me go back I was in the app earlier trying to set up trying to set I just thought maybe I could you know set them up again. Oh here it goes no it's not it's still.
19:00
Speaker 2
Well, you can only use one, but as long as you are connected to the C91, we'll just double check that one later on the Linksys app. Do you have the Linksys app with you? OK, let's open the app. I think so for your time. OK
19:00
Speaker 1
Stuck on the, the process of setting it up. Like, what are you setting up? I was trying to go back and it, it brought me to a dashboard. Is that the app still? Yeah, it says the Bell op setup C91 is online. Internet is on.
20:00
Speaker 2
I see. Not necessarily. How about uninstall, and then reinstall the app, so we can start from the very beginning? What can you see on the dashboard?
20:00
Speaker 1
on 13 devices, nodes 2. So... Okay. so just uh yeah, so I clicked out of it completely, right? Um and then press the app button again. Okay. Yeah, it's bringing me back to that. I wonder if I have to, like you said, uninstall it. Should I try that? [silence]
21:00
Speaker 2
Okay, can you try to, can you try to close the app and then remove it on the running background of your phone and then open it again? Let's make sure that that one is associated with the setup that we did earlier.
21:00
Speaker 1
Okay, I'm reinstalling it. Now open. Allow location access. Yes. Terms and conditions. Agree. It says turn on Bluetooth, make setup quick and easy. I have Bluetooth on. Okay, now it's going to next, it says connect the router to your modem or silicon. Internet it's connected right? And Yep, and then it says make sure everything is finished up and that the and the solid light which it is node light is solid. Checking for Internet, this could take up to a minute. It says connected, okay. Okay, yay! Look at that. And then it says wi-fi name and wi-fi password, so is the wi-fi name, Um, oh it's the Velop setup C19, right? Or C91. Okay. Uh-huh. Oh, I see. So I think I'll just hear Wi-Fi. I mean yeah I'll just I'll just create a new one I guess. Okay.
22:00
Speaker 2
Oh, and then take a screenshot, before you click save or next.
24:00
Speaker 1
Okay. And now it says log in. Yes. I can skip for now. Okay. And then it says router password, create your router password.
25:00
Speaker 2
Uh is it asking you to log in using your email? OK, do you have an option to skip that one for now or do it later? Let's do that one. Uh OK, let's skip for now. Uh oh. All right. So this router password is the router password whenever you log in to the web interface or to your Linksys app. This is different with the Wi-Fi password that you have created earlier. So create any router password you prefer. At least 10 characters, one capital letter, small letters, a number and a special character and [silence]
25:00
Speaker 1
Okay. Okay. Okay. No, that's okay. got on my leak configuring your wifey network
26:00
Speaker 2
not add double letters or double numbers. on a the password. Then take a screenshot after as well, so you'll have reference for future use. okay but so far the child node is solid green right? oh oh
26:00
Speaker 1
Oh, you know what? It just started flashing red. The secondary, or child, that's weird. Okay. Um, yeah, okay, it says your network. Next. Help help us help you automatically send error reports. and I do that. And then it says, connect your devices to your new Wi-Fi. Go to dashboard, okay. It is
28:00
Speaker 2
okay, that's fine, we'll just wait, we'll have to wait on that one. okay, that's fine, at least the parent now is able to see the child node, so it will just turn back to solid green later. okay. okay. yes, just, yeah just proceed on that one. okay, select go to dashboard.
28:00
Speaker 1
Getting router settings. And now I'm, it says online. Internet, it says nodes, Wi-Fi on here. It is, it does say next to the nodes, it has, yeah. It says two, but then there's like an exclamation point next to it. Yes. Okay. It is. [silence]
29:00
Speaker 2
How many nodes? okay, and then the child node is it like- I see. Is it blinking red still for the child node? okay, let's just give that one, ma'am, like three minutes. Let's wait for the child node. So, while we're waiting, um it's showing now the new Wi-Fi name that you have created? okay. Can you try other device? Let's try other device. See if they can connect and then try to check if you if you can connect through it.
29:00
Speaker 1
okay. okay. thank you, georgia. okay. what turns red, yeah? we're waiting for it to turn, can you watch it to see if it turns, turns green yeah.
30:00
Speaker 2
do you have internet connection you can take your time since were still waiting for the child node
30:00
Speaker 1
it so long for a year because it I could never get it reset or I never try I never knew how to reset it but anyhow this is great yeah now open up the little exclamation point just went off the my phone dashboard
31:00
Speaker 2
Okay, that's good. Mm-hm. And then, you've set up the IP address, so that shouldn't be a matter. Okay, so that means that it is already online. So, supposedly then, if you have any troubles with the note, you can actually just give us a call, so we can assist you with that one. Since, um.
31:00
Speaker 1
Yeah. Yeah. Sure. Does it need to like does it need to be like an open space? Like it not covered or blocked by or blocked, but yeah, I was just kind of curious, like how far away it can be in like an open room or
32:00
Speaker 2
One note is actually helpful for you to, you know, extend the range of your Wi-Fi. But so far, um, it's still actually, the thing is, it's actually still working. That means you're still able to make use of it. So you can unplug that one and then move it back to your preferred location, or if you want to have it in a new location, you can. and then it will take another three to five minutes and then it will just show up online on the app. No need to do anything. Would you like me to stay on the call while you're doing that one just to make sure? Okay. That's usually for this. Yeah, for this one for the WHW03, usually we'll
32:00
Speaker 1
Okay. [silence] Okay. I've got a spot here for it. Okay. Plugged it back in and it's solid blue right now or flashing blue. Okay. Mom. Mom. Okay. Do you still have any questions? Thank you for telling me.
33:00
Speaker 2
I recommend to have it maybe like 30 to 40 ft maximum from away from the parent node, but yeah, less interference will be great and obstructions. So okay. So let's just give it some time and then we'll check if that node is on the on the best spot. There's actually a signal strength that we can check.
33:00
Speaker 1
So it's, yeah, it's saying, the exclamation point's back on the note on my screen and it's just kind of, yeah, now it's red. Probably just going to take a little bit like it did before, huh? And I'm, I mean, yeah, I mean, I've got the internet back. So if, you know, um, if I think we're okay then.
34:00
Speaker 2
Okay. Yes, it will take some time. how long does it where yes so so far you just have to wait um like around five minutes once it's solid green then that means it's connected usually the app is just delayed in terms of uh data uh transfer so um yeah same thing as earlier uh you'll just have to wait it for it to turn to solid green and then in a few minutes or seconds the app will just remove that exclamation point so as long as you have the internet working then you're good.
34:00
Speaker 1
Great. I really appreciate it. Oh, yeah. And it looks like it's connected, so yay. No, that's everything. I really appreciate all the help. Thank you so much. Bye bye.
35:00
Speaker 2
Good. And if you need troubleshooting assistance, by the way, for the device, it's already out of warranty, so in case the device is defective, for future reference, we cannot no longer process a replacement, but for troubleshooting, we can assist you with that one. So please do not hesitate to give us a call back if you need help for the troubleshooting. Okay. Um, do you have any um anything else? Um, do you have any follow-up questions for me before we end the call? You're welcome. And thank you so much for taking the time spending the troubleshooting with me and for calling Linksys. So, you have a great day there. Okay? You take care. Enjoy your internet now.
35:00