Speaker 2
Welcome to Links 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 please press one now. For out of warranty, please have your device's 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] [silence] As we are calling [inaudible], my name is Gerald. [silence] [ship honking]
00:00
Speaker 1
Yes, I have. I've been on the phone with another technician, but we were having telephone problems and so she couldn't call me and so I'm calling you guys back and uh we wanted to continue on where she left off. Yeah. Well, I got a different phone number now, that's why we while I'm calling back. I've got a ticket number. You want that? Ticket number? Ticket number is L70132283.
01:00
Speaker 2
Sure. Do you have the ticket number? I actually don't know how you use your phone. What's your phone number? Then? Ah, ticket number. Ticket number, yeah. Let me just read your record here, okay? Oh, just a quick confirmation. Did you already pay for the support? You did. Okay. Based on the record, you got two MX two thousand, correct?
01:00
Speaker 1
That's correct. Well, it's not so much slow internet connections, it's slow wireless connections to the Internet. Uh I have one gig coming in and uh uh I use wireless for most of my remote devices, uh and that's where I'm losing uh performance. Yeah, I have a a good connection to my home and uh and I hit it's got a fairly decent connection.
03:00
Speaker 2
And saying here that your problem is that slow internet connection. I'm sorry. I'm just trying to fix my internet right here. So what did you say? Like is it not entirely slow internet connection?
03:00
Speaker 1
actually my my pc no on my pc is wired to my optimum service provider I'm getting 1.0 gig uh to it uh and I have uh that turned connected uh to my uh I have a parent node and one one child node for my mesh and um I've I used the um Lexis app on my mobile phone to see what's going on and when I test it it shows I'm losing about a quarter of my capacity from the internet but to my end devices it's going way down I mean I get the red bad on all three categories uh so it's just not getting the capacity was and um the application on the phone allows you to do troubleshooting [silence] and I've done some reconfiguration but that has not helped the performance at all. Well, I, uh. Well, depending on how I do that. Cause I'm using my cell phone to talk to you. I can go ahead and you know, go do it concurrent with that. Is that what you wanted me to do? Okay. Yeah. Right. I've actually got up on the screen. The uh, the Linksys Smart Wi-Fi portal to my connection. Uh,
04:00
Speaker 2
Okay, this could be a channel problem, but just to to see the the speed, the actual speed, can you run a speed test again? like just go to speet est.net or fast.com. We can try using the phone, if that's if that's possible. Then we're going to use the computer later, so have a comparison.
05:00
Speaker 1
over here to run the link's app. A few minutes ago, I was trying to do the link's app and we were having trouble with it, and so we disconnected the wired connection on my PC because we were having trouble with the this app. It was yeah, still having trouble with the app. It says I'm not connected to the network. And so the lady I was talking to from your organization before, she didn't want to worry about that, so she had me disconnect my PC and use my PC as a portal. Uh and I have that connection going on right now. Uh but we were using my land phone because I didn't want to mess with my cell phone, but um I'm kind of thinking that we ought to go ahead and Okay. [silence]
06:00
Speaker 2
I'll help you with the app later. Um, you will figure it out, wait, too, log into that, but for now, just give me the number or, of what just speed you're getting. So, did you run a speed test? On, no need to go. Yeah, no need to go to the app to test this the speed. Just go to fast.com or speedtest.net. On your cellphone, yes.
07:00
Speaker 1
don't you? Or do you want me to just go ahead and do it off? Yeah, I'll have to. Well, I'll go ahead and go to a browser and go to it. What was it? What was the name of that test you wanted me to do? Well, it's speed test.net. Yeah. I now I I've I have it on my screen, but if I push it, it could be using my Verizon connection as two, right? Yeah, I've I have a I've got a cell phone here. It's got it's got a uh, uh, uh, a phone wireless connection, a high-speed one. and I also use it to call
08:00
Speaker 2
Speed test.net. Speed test. Speed test.net, yeah, you got it. Verizon. He said. Right. Oh, I see. I see.
08:00
Speaker 1
Also use it to connect to my uh my local mesh network. Also use it to connect to my PC. Oh. partner? Okay. So I'm not sure oh, yeah, I know that but I haven't run it yet. I'll go ahead and run it. Yeah, I'm I'll run it right now. Actually, this is showing
09:00
Speaker 2
Yeah, but, but, right, if you, if we talking about, um, Verizon SIM card and your, it's active right now, you're using mobile uh data, I think that's limited speed. I think they there it's up to [REDACTED_PAYMENT_DIGITS] Mbps only. It could be [REDACTED_PAYMENT_DIGITS], but that depends, but most dates [REDACTED_PAYMENT_DIGITS] to [REDACTED_PAYMENT_DIGITS] Mbps for SIM card. So if you're getting more than that, then you're definitely using your router's Wi-Fi. Can you re run it? Thank you.
09:00
Speaker 1
It shows five, 515 megabytes. Yeah, that's not, that's not where the problem. Yeah. That's not where the problem was. That's not why I've called for help. May I pardon? Yeah, we have no. I have no. I have no problem with the internet, and I've never told anybody that. It's the wireless mesh system that I'm having problem with.
10:00
Speaker 2
you're getting a very good speed, considering that it's connected to Wi-Fi. So, you got the 1 GBPS subscription speed through cable. You can maximize that through Wi-Fi. expected speed. So, what exactly... Okay. We're okay. We're based again on the records. The problem is low internet. So, I want to address that first before we continue to another issue. So, so you mean to say this is resolved now, right? We're good with the speed. Correct? Cool, cool.
10:00
Speaker 1
Yes. I get, I, I have one g, I have one gig coming to my home. And it measures anywhere between 900 and one gig to the home. And when I go to the, but, and I have a couple other, my PC was wired until just a few minutes ago and my um my parent node on my mesh system is hot hot solid wired. Uh, but when I go from the the uh the parent node or the uh uh child nodes, I get a significant drop in performance. Uh definitely one thing, just to make sure that Your mesh network is operating at the correct frequency. In most cases, your incoming internet speed should be between 900 and one gig. The issue could be The router setup is not properly configured. You could check your settings and adjust the channel of Wi-Fi you are connected to. Or maybe, it could be the case the speed drops down.
11:00
Speaker 2
So what's your problem? Can you give me an idea what's your problem with your mesh nodes? Thank you. Now... Drop performance. You're not talking about speed, right?
11:00
Speaker 1
it's the it's only, only on the mesh be not the capacity to the to the for the wireless the wired network is fine it's the wireless is the problem.
12:00
Speaker 2
okay so how much can you wait you last so the the problem is the speed then yeah I thought I thought we're we're good with the speed so again problem is the speed but on your mesh router right as I've said is your phone how about this is your phone connected to your link this Wi-Fi is that it yeah so I just need to know if it's yeah okay so you're connected to that you getting 500 mbs speed
12:00
Speaker 1
Right. Well, here's the... I expect it to my... To this device, the device I'm having... When I... I would like to have good speed to it.
13:00
Speaker 2
How much are expense? I mean what is the speed that you're expecting? Speed that you get? It is a very good speed. 500 Mbps is a very good speed. So, let me explain it to you how the Wi-Fi works. I mean, you probably know it, but just let me explain it. So, you subscribe for one gigabit speed. So, through cable, again, if you have a computer, it can be hardware directly to the modem or to the router. You can get that speed. The expected speed is one gigabit per second. Now, through wireless, since it's not stable, it runs through
13:00
Speaker 1
Okay. Well, currently. Well, philosophically, I agree with you. But right now, I can't even get my, uh, links app to work on my cell phone. During the process
14:00
Speaker 2
Wireless again, it goes up and down. So, expected speed normally is half of the 1GBPS which you're getting right now, 500 BPS. Normally, you can get 250, 300, 400, 500, 6. It depends on where you're at. However, always set your mind that you can only get half of the speed that you're paying through wireless because wireless or Wi-Fi is for mobility. It's not for speed. You want to speed, connect, connect a device to the Ethernet port of the router. Are we good with that? I just want to make sure. Okay, now, we'll work on the app now. [silence]
14:00
Speaker 1
Are you still there? [silence] Yeah. Oh, when I go to my Wi-Fi connections, it says connected to Lynxsys. [silence] Marvel. [silence] Uh, it says it's connected. Did. Okay, I'll do that. Let me let me get to it and stare. All right, play and get it again.
16:00
Speaker 2
All right. Can you open the app? How about you delete the app first, and then re download it? You probably have done it, but we're gonna try again. Uh, delete the app. Yeah, and then re-download it. Thank you.
17:00
Speaker 1
Okay, it's trying to load again. It's going through a different method to log in, but I'm going through it. It's asking for my router passcode. Well, yeah, I've got it. Open your phone settings. Okay, now it's telling me to go to my settings and go to do the Wi-Fi again. Uh-huh. I'm, you're breaking that, well. Yeah, not that I know of.
18:00
Speaker 2
router password? Do you still remember the router password? Okay. But just confirm, your phone is connected still to the Wi-Fi, right? You're not using your VPN or something that will block the connection? You're not? Okay. Okay. Oh, what I'm saying is that you're not using your VPN, right? It will block the connection. It will encrypt the data. Okay. Well, let's go to the computer. We're going to get to the settings of the router through the computer and we'll get back to that later once we log into the computer.
19:00
Speaker 1
Okay, while I'm on the screen here in computer, clicked in with my router, Linksys Smart Wi-Fi tools. Is that where you want me to go? Yes. Well, yeah, I've been using this screen for quite a while, but I understand there's obviously, but right now, it's got tools, a list that tools, device list, guest speed check, connectivity, troubleshoot and Wi-Fi settings. Do what?
20:00
Speaker 2
I think we can do that first. Oh, not that smart... I mean, yeah smart. The Linksys Smart Wi-Fi tool, you have it open? If you do, what are the things you see there? Make sure we are on the same page. Can you sign out? Uh, Sign out. [silence]
20:00
Speaker 1
you mean leave this leave leave this screen? oh okay you mean sign out, okay all right I signed out it says it's advertising to expand your Wi-Fi and it shows a mobile um a picture of a mobile app and wants me to download from uh Google play uh a tool, I don't know what it is so basically that page I was on before is obsolete y'all have been migrating to mobile only and I guess this is this is maybe a different this may be a different app and [ silence ]
21:00
Speaker 2
or log out now at the top right corner there is the sign out button click that and then sign out sign out yeah and tell me what you see after you sign out click the image of the phone local action zone
21:00
Speaker 1
The one I've been using. I don't know. Okay. Well right right now my okay well uh. What was that? What was that? You said about an image on the phone? Uh-huh. Okay. Well, I I've already lost that. I'm gonna go. I'm gonna have to I've lost it. I'm gonna have to go back. Yeah.
22:00
Speaker 2
uh, should be the same but, but the only difference is that the cloud servers have been discontinued, so you can no longer access the settings through email or do remote access. But other than that, everything should be working. So click the image of the phone. Yeah, the one you see on the screen. Click that, just click it once or twice and it will prompt you to a login page. What do you see now? Oh. Okay. Okay.
22:00
Speaker 1
It just shows me Linksys D-L-O-P?
23:00
Speaker 2
you see the image of the the pounds right okay click that we will do that on your PC ah sorry so just click the image of the pounds what do you see now. [silence]
23:00
Speaker 1
Well, it shows me a, now that I've clicked the image of the phone, you know, you know, I'm on my PC, right? Okay. And it just shows me a larger copy of the, uh, the Wi-Fi, and it's got the word Dashboard at the top of that screen. [silence] Oh, I'm new to that, okay. all right? What you need, what you need? Okay.
24:00
Speaker 2
[KEEP_UNCERTAIN] uncle, un San it's time i understand assert you want to manual that so i'm gonna give you a number to stop these number into the address bar ready when you are open a new tab, by the way. It said up and open a new tab. So, uh, I'm gonna give you the number now. Again, top is number into the URL bar. That is 192. 168. 18 Much 1. one enter.
24:00
Speaker 1
Yeah, I've done this about 10 times today already. Well, part of the problem is before I've gotten in touch with you, I've been u I was using my landline and it was a bad connection and people I was dealing with having a hard time and we were around circles. Uh right now, I've got that in there and there's got a progress bar going right now. But every time I've done this before, it was going and looping back to my optimum uh login page, which is my server internet provider. But right now it's just on the progress bar.
25:00
Speaker 2
Did it work? No? Okay. How about we try
25:00
Speaker 1
yep. Yep. I've done that several times myself too. Okay. I tried the local and then the uh in info. Okay. This brings me to a page that says, trying to reach Linksys now. and it gives me reasons why it's a problem. And it wants to know Linksys now is based on Wi-Fi7 router. etc. But I this is the third time I've seen this today, too.
26:00
Speaker 2
My router dot local instead of the IP
26:00
Speaker 1
available by the hour but there's endless loops
27:00
Speaker 2
and understand doing my best right here. So, how about thinking. Hold on. What browser are you using? Yeah. Yes, that is Edge, okay. And just for confirmation, that is connected to the router, right? Not to any, router. Correct. It's directly connected to the linkers router.
27:00
Speaker 1
Oh. it is wirelessly now. Uh, it's it's wirelessly connected to my Linksys router. [silence] Uh, okay. So do you just start all over with a new tab? And use Chrome? Okay. [silence] Well, wait a minute. Wait a minute. I've got something this different for you. Uh, at the same time I was looking on my PC and doing these things, I've also finished the
28:00
Speaker 2
What? I can hear. I Okay, that's fine. Okay, that's fine. You have Google Chrome? I know you tried it, but we're gonna try it again. Okay. New top. Open it. If you have Chrome, open it. New top. Yes. Yeah. But this time, type in H T T P S colon.
28:00
Speaker 1
I can try to reinstall the app on my mobile device, and it's up and seems to be working on the mobile device. I'm logging into the dashboard. Yeah, at the same time you were, you and I were working on my PC. I was also, if you recall, uh, uninstalling and reinstalling the, uh, the app on my phone. And now, I'm on the dashboard and it shows internet with a check mark and ten devices connected. Let's try. Well, um, let's run a speed check on my mobile, on the new app and see what it says.
29:00
Speaker 2
So you can log into the dashboard or are you logging into the dashboard of the app? That's good to hear. So I guess you can manage your settings from there. All right. So anything else, I guess? Or
29:00
Speaker 1
All right. Uh, do the speed check. I do the speed check from router to internet. Is that what I should do first? Okay. Okay. All right. We'll see what it does. [silence]
30:00
Speaker 2
uh let me explain it. i mean you probably know it but let me explain. so router to internet is trying to get the speed from the modem and transmit it to your links as router. so you're testing the speed of the modem that's going to your router. so it's gonna probably you'll get eight seven i mean seven eight nine 21 gigabit. but you can try it now. [silence]
30:00
Speaker 1
It's got 714 megabytes, download, and 38, upload. Right. So now I'll test to the devices. [silence] There's two different choices for the devices. One's called test with Cloudflare, and one says test with Fast.com. Which would you suggest? Okay. All right. It's going.
31:00
Speaker 2
yeah that's that's what I thought 700 up to 1 GBPS. Mm-hm huh. Well let's drive fast.com. Fast.com.
31:00
Speaker 1
Wow, it's 560. It's a great speed. I've been getting yeah, before I called you guys, I was getting 20. It went down here. But here's the difference. But here's here's the difference, Jared. When I first called you, I had my PC connected to the optimum router by wire wires. And uh when the lady I was talking to before wanted me to to so we were having trouble getting the app on my mobile device, she wanted to use the PC device. So she had me disconnect the PC device wired, and we did it wireless to the to the router. And I've been
32:00
Speaker 2
Right. It's really a good speed.
32:00
Speaker 1
You're the apt and wireless to to link to the sound, it looks like to me, is now that I'm doing wireless. I'm getting significant better performance than when I was doing wired. Is that does that make sense? That's yeah. That that's what. That's what that's why I called, that's why I called. Um, well, I'll tell you what I'm going to do. I tell you, it sounds like everything is working perfect now. But I'm going to go ahead and you know, after I hang up from you, I'm going to go ahead and put it back to be the wire so I can compare it. If it goes back down to awful again, I'll just take that wire and throw it away.
33:00
Speaker 2
yeah uh... i guess it does make sense since you're getting a better speed now but 20 mbps is really terrible you should not uh get that since you're paying for 1 gbps so definitely there's something wrong with the router if that's the case. oh i see
33:00
Speaker 1
Well, maybe that's, maybe about it is the problem. It's the cable, yeah. Well, I'm going to do that for my own education. That's I don't need to to clutter you up with that. But I probably just need to even not even test it and throw the cable away cuz I'm getting, I'm getting fantastic performance right now. Yeah. Well, it is. Yeah. Now I'm just saying, uh, uh, I'm very happy with for this performance. I, I didn't even realize I was able to get this type of performance. And you may be right. It may be just the the there I have a bad, I've had a bad wired connection ever since I've done this and that's been my grief.
34:00
Speaker 2
make sure that you're using a cat 5e cable about if you're not you can only get 100 and Bps or below wait to hear sorry, good to hear. I hope the problem is is resolved for now. I mean just observe your connection for 24 hours. I'm sorry what are you saying? [silence]
34:00
Speaker 1
yeah, well, yeah, and if it, if it hadn't been for my app mobile app not working, I would've never just just had to disconnect that cable either. Well, anyway, well, I think you've done all I could've expected. You've done a great job. You too. Thank you again. All right. Bye-bye.
35:00
Speaker 2
All right. Well, I think it's a good call that you call us troubleshooting that are. All right. We appreciate your cooperation and your patience with this one and I hope you have a nice day. You take care. Bye-bye.
35:00