V2 Rubric Detail — 81694c4c-73b6-11f1-a…

[HUMAN_REVIEW] Thank you. Good morning, Van. How are you? Okay. Good, good. Not too bad.

We have linksys fashion and the mesh system and it's been working fine and yesterday on a Sunday I try to reach you guys and then I saw the messages that you guys are only there from Monday to Friday starting from 8:00 in the morning. So we couldn't contact you yesterday and um you know we couldn't reach you guys. But uh I tried to unplug and plug the device because we were watching TV all of a sudden it said that we had an internet connection problem. So a lot of times they say uh unplug the device, plug it back in and everything will be reset and we also called the internet company and they said there were no power outage. They checked everything. So still now uh we tried several times taking the device out and you know the main unit out and plugging it back in. So all the other notes would would reconnect and um we're still it's still red. All the notes are are red. So uh how can we fix these problems?

I think it's solid red. (laughs) Oh, you know, it is flashing. I'm holding it. It is flashing. Like, it goes, it fades in, it fades out. Yes, yes. First, I noticed on the one that we have in the living room, which is where we were watching TV. And, you know, so I, I think in the past they said, "go to your main unit, if this happens, unplug it, replug it in, and then from the main unit, all the other nodes will start working." So none of them came in blue in Rio Grande. The, okay. The other thing is the uh, the main node is phasing in and out red. The two extensions are, this is a three-node Wi-Fi system. The other two extensions have a solid red, if that, if that helps you.

Okay. Uh no, I think initially when the system was set up, we had the Best Buy tech team come and they had set up everything, they had recommended this system. Uh you know, they had said that, links makes a lot of products and this is one of the best on the market and so uh initially we have to call in for that just to make sure that we get acquainted with you guys. And I think once or twice, there was some sort of issue, you know, so we had called just to see like, just like now, I think, things would go right all of a sudden. So they had helped us in the past. They said, just unplug the unit. Plug it back in. You should be okay. So yeah, there was other troubleshooting done a few times in the past. Yes, yes. That's what I'm calling from now. [silence]

she they said, I will need that when the setup is done. Sure. Uh, sure, Google. Hang on a second. Would it be on my app, the link services app, my profile information? Then I can repeat that back to you because I have it on my phone. Okay. Now I'm just asking, you're saying there's no number. This number is something you don't have with you. So do you need the number that's connected to this account? [silence]

[KEEP_UNCERTAIN] Yeah, that's the one I'm calling from right now. Okay, so, okay. That's... Okay, and if it's on the app, is there a way I could see my profile? Then I can confirm to you. Okay, okay, no problem. So, hang on a second. Okay, you need... Okay, tell me what you need. And where would that be? Okay, hang on. Let me read that. I, to, different, my glasses on. All these numbers at 10 to age, so I get my small fonts. Hold on a second. [silence]

Push play with. Okay. I've kept the box and everything for the system. You know, everything the way it came from the store, I've kept it. In case that there's issues, manuals, et cetera. I think I have a second, let me read the numbers back to you. Thank you. Okay. Oh, okay. I'll do this stupid in numbers. Oh, I have to get a magnifying glass for this, you know, and this connection has got the smallest cords. I've got again. Give me another second. I'll try [KEEP_UNCERTAIN] The switch is always the new ones. Come down a second. Sir. would it be available on the uh other model as well? Would it all be the same one? Okay, let me, that's easier. Cause this one has. um another second. Cause this size is next. Do you did a mis uh I it's very very tiny quarks so the whole thing comes down. So let me read it to you. and get my blind glasses. You know? wait my reading glasses I can't read the numbers. Um,

It's a set up Wi-Fi password recovery key.

1 3 3 5 7 okay hang on 2 0 okay i get the magnifying glass again okay there's 2 0 okay go keep repeated 2 0 j yep isn't jack 2 0 um yep Okay. Okay. Oh, no. But what's what's what's available? Hang on a second. But you know what I'm saying is if you can just tell me how to restore it to factory settings, and if it doesn't work, you have to tell me that this device somehow has been malfunctioned. I mean,

the problem that someone from the, you know, internet provider, the internet company had come here and they had checked all the settings. They had mentioned that this is an old system. So I told them, you know, I only have it for five years. Maybe possibly even less than five years because we we moved to uh, to the South of the United States. And once the house was set up, meaning it was finished building and then we had everything moved in in terms of where we were. the movers came and moved everything in. Once everything was set up, then we started the the, then we bought the mesh and then we had that connected with BestBuy coming here. We have our own tech support system that then um, so they were for, you know, the, they, BestBuy charges their set of fees to come out and do all the connections. So, and they've never said no. BestBuy doesn't say does it, does it have to be bought from BestBuy or not. They'll just come and help you with any device. So we had the problem that This I had informed this person, they had come, so I had told him this gentleman 10 days ago that everything has been set up, this is the help of tech support system, and if something is off, let me know, if I need to buy a new system, then I can buy it. He said, if it's working fine, you don't need to buy it, I'm just letting you know, newer models are out there, obviously, you know, even if you buy a TV, you'll find something newer there that, you know, maybe even in less than two months, the technology is constantly improving, but I've known people who used their Wi-Fi system for more than 20 years and they're not going to complain about it because it works. So, why would they? So I asked him, do I need to get it because I've known people that have used their routers or Wi-Fi systems for more than 20 years. So they said, so the gentleman said, no, if it's working, then keep it. So what I'm asking you is, can you just help me do the restore setting back to the factory settings like you had mentioned. If then it doesn't work, like you mentioned, if it doesn't connect, then will you be able to tell me that if we think you, you know, this is the problem [silence] when when you bought it they said three but they said something about three years that's regarding if something breaks like say if one of the nodes falls on the ground uh from whatever kids playing or whatever if one node falls on the ground call reach out to us you are within the warranty time and a and another node will be sent to you so that is what i understand for three years

and what if okay um the other thing as you said the free support do you have something where what is the charge that you that you will is there a charge if you continue helping us with getting this in reset to factory settings? you know

okay, that's fine. correct. okay, so let's do that. because, you know, I don't know. I could go on your website. I could, let me do it this way. Let me go. You said support.linksys.com. Let me first we'll get that on there. okay. hang on a second. hang on a second. Support. support.I'm sorry, your audio ended abruptly. If you need further transcription beyond this point, please provide the remaining audio.

TwoSisters.com. Well, the other thing is my father has a small Wi-Fi for his office. So if we were to go on his Wi-Fi, because this one is down,

It works. So this is why I know Internet is coming in the house. That's what I was telling you before that we called the Internet company yesterday and say maybe there's power outage in the area. And maybe this is why Internet has gone done because we had a gentleman came who came here 10 days ago to make sure that everything was okay and he had mentioned that one of the switches that they provided was not working and that's why my father's uh Wi-Fi was off and his computer and printer was not working at all. Uh and then he discovered that son that that that that my brother started three Wi-Fi's in my in my dad's office which shouldn't have been done. I mean you know this is ridiculous. People do whatever they hear whatever you do. Yeah you know and we have no privacy. So the gentleman removed the other Wi-Fi's. They were too many. Um he replaced the the the device that was their device. He said one of the switches is off and this is why you know my dad's office was not getting the juice that he needed uh for the for his computer and printer we connected and then he looked at this system. He said this is fine. And he basically removed everything for for like maybe 20 minutes 30 minutes while I was working, he put it back in put everything back in and he said everything's gonna work again. So, uh, you know, and it did. Everything came back online. So right now, I'm going on my phone. I connected to my dad's uh, uh, uh Wi-Fi and I was able to call you. I can get the internet on my phone, so obviously the internet is here. So, um, you know, you you worried about they're not, uh, uh, want to no uh want to help. Why don't you help me, sir, with this uh, the internet uh, uh, you know, and we're willing to pay the $15 because I can look it up. I'm not finding it up, under connectivity I don't find an article regarding factory resetting. Um,

no, I just get, I click under connectivity, right? First, you go on the website and then it says, look for support, enter keywords or model number. Okay. So you want me to put in that? Okay. So, you know, I'm going to take a picture of that unit so I can magnify for the time letters. That's very, very tiny. Hold on a second. That's a better thing to do. Is it right with the reading letters and a magnifier. They're still very, very tiny numbers to read. So hang on a second. [silence] Let me see. Okay, now I can enter this number. Okay. It says found zero results. I, like you mentioned put that in when I go on link sys that the support.links com. I was looking for the article. Oh, oh wait. Is it asking for model number? Okay, hold on a second. I put in the serial number that you asked me before. Let me put in the model number. Do you need it? It's W H hang on. Let me write this down too. W H W 03. Hold on. W 03. You said do not put the V two, right? And then it says the the the links come up as links as W H 0303 support. Is that the item that I should click on?

Right. OK, that's. OK. So, you can set up a parent node by following the instructions below, right? The five-button push setup system, you said. I click up that blue link, and it says, "The five-button push setup method is the easiest and quickest way." Before you begin, use this method if your connection type is automatic. For other connection types, see the instructions here. Current router, it is the node connected to your modem. OK.

Which which? Okay, so okay, but when you say ad, everything is connected to the wall when it comes to the internet and Ethernet. So, I, it says here remove an existing, any existing router. Disconnect your existing router. Power cycle your modem. Wait until your modem and reboot it, uh, and go to the next step. Um, But under the five, uh, like you mentioned. Hold on a second. Maybe there's, okay, so under the five button push, set up, I clicked there, then underneath that, click on five button push.

It's five-button push setup, it says before you begin, there's a whole list of things and there's photos and everything. Where do I see the factory setting instructions? Then it says web interface setup. And if I keep scrolling down on the page, um... Yeah. But where is... Okay, but where is the... I don't see that on the... you told me to go under fire button push setup, so where is the factory setup instructions? And if I take the parent node down, you said look on the back and push the button, right?

Well, why do I not find this on support-linksys.com? Okay. So it says here, before you begin, this is what I was reading to you. And then you said, you don't need to do anything except push the reset button. Okay, so that is, hold on a second.

The bridge says, connect the parent node from the internet port with the Aaron. Your, all the connections done, did they, can I just tell me, Hey, Catalin cube connect to whizzy with the Aaron you have your yellow wire, I hook that on point number two. You're gonna be on right now yet to show three.

connect. That's already connected. Then it shows me the below the bottom. So yes, we did the reset. Then four says. Now we hang on a second, when it says five, it says purple light ready for setup. It's automatically going to do that, right? Meaning all the wires and everything is set up. But uh, so you said press the reset button. That's step number six. You know, like you said, start. Okay. So what I'm reading the steps. You're saying to read from steps three to nine, um, will have.

Then after it turns pink, right? That's what you're saying. Right now it's turned, uh slight red on, I uh don't know if it's pink. Right, that's what I see. So now that it is there, I follow what steps? Three to nine, but three it says for instance, check the parent node for the internet port, that's already connected. Then it shows me a picture of a dongle. If any nodes do not have a solid purple light, reset them by holding down the reset button. So when they say if any nodes, so is the other nodes are supposed to turn purple light? Correct? That's what it what that's what it means. I'm just asking what the information on the website says, or your node should be in,

Okay. Okay. So basically what you're saying is that is the five-button reset or the five-button set up is if I go to five, it says all your nodes should be set up, should be in setup mode with a solid purple light. If any nodes do not have a solid purple light, reset them by holding down the reset button for about 15 seconds and wait until the light becomes solid purple. Then it says press that reset button on the bottom of the parent node that is connected to the mode five times within five seconds. That's what I'm saying. I didn't do this five times. I only did this one time. It said, do factory resetting, which would be holding down the button for 20 seconds on the parent mode. Okay. So this is a second one, right? Meaning once this is done, like you said, it would be a hot one. [silence]

Okay. So now that this is pink, I should walk to the other nose and see if it's showing red. Correct. I mean a purple. If it should show all the other nose, it says according to five, all your nose should be in setup mode with a solid purple light. Okay. Then it says if any nose do not have a solid purple light, reset them by holding down the button for about 15 seconds. Then number six, press the reset button on the parent node that is connected to the modem five times within five seconds. So five times for how long? First time you said to to hold the reset button down for 20 seconds. If I'm repeating. Yes. Yes? Okay. So

but I'm not getting a purple white on the other nodes. is still as flashing like. OK, so, if I see the red light on the, not the parent mode, on the second note and the third note, which you guys call it, the second or the third child nodes, basically. It says here, all those that should have a solid purple light. If I have a flashing pink light, is that OK? Is this where I do the reset for. Your think of the cool. hang hang hang. I did that. Hang on. I'm telling you what I've done. You said, do to the parent node and do a factory reset. So

hold the reset button down for 20 seconds. Okay, I did that. it turned into the blue light that's freezing. in and out it said it will turn into a pink color, hot pink color. Now it's solid. Okay, I did that. now I'm asking for according to step number. hang on a second. Where's the website? the parent note, I mean the child note should be a purple light ready for setup. I don't have a purple light. And you know, if you want to charge me $15, let's do it. What I'm asking you to is help me with this thing. I can read the manual, but you can help me do this thing. And that's okay if you charge me $15. I just want to make sure that this is working or not. Now, what I'm asking you is the child node has a a phasing in phasing out red pink color. you said to to which you said it may be a different color now because this is an older one. fine. Should it be facing in and out? Should it be blinking like the way it is? It's fading in and out. Okay, so the other OK. Okay. So five times. So I press it. So that's on the parent node. Push it, push the reset button, um, take it out, and then, and then, [ silence ] Okay, so the other [ silence ]

Yeah there are times when let's say one unit is out because one of them is connected to my computer. So one unit will be out and I run around to to the other two units. The other two units are fine and blue but the one that I have is in red. So yes and you know for that what I do just I do is take the uh the cable cord, you know the uh the power charging cable cord out of the socket and put it back in and it comes back in blue. So yes there are times when the whole thing needs to be done by the parent node and then the other two will communicate with the parent node and there are times when the parent node and one note is fine but the third node is is somehow went interpreted like a red so I just up the charger and I plug it back in and it comes back on. So um this is like you guys telling me to do a quiz, you know, get ready for a final exam if you don't know the answer you're not going to pass the class. This is what it feels like. you know and I have always done things the way it needs to be done but um, And I am trying to understand how things work. You know, and, uh, and I'm trying to see exactly what needs to be done. And there's a lot of technicalities that I understand. Once I became, they helped me configure all of this and they explain it to me. And they said, you're understanding it pretty well. I'm like, I'm just, you know, think of this as a person who who's not in this business of knowing how the systems work and how the technology works, but trying to understand how it works from you guys, you know, from learning it from you guys. And I, and I think they've told me that your understanding is perfect. You know, like when the 10 days ago when the gentleman came from the internet company, he's like, yeah, you're right. This is the best system. Uh, you know, your your father wants to sit in his room with with a second modem with a small little Wi-Fi, but he wants to set up his like, first of all, you should only have one five Wi-Fi in the in the house. Why do you want to have competing wifis? So, you know, these are all the things that I've learned. Okay, so now the second one is we set it, so now all of them have been You know, so this one also has a blue phasing in and out, blue, same with the second node. Child node has a phasing in and out blue, and now you want me to go back downstairs, go to the parent node, and once these two turn gray, like it's supposed to match to the parent node. You said, right? The child node needs to have the same color as a parent node. Okay, once that's done, then I go back down to the to the parent node. Wait. No. Yes, because you told me to press a button for 20 seconds on each tile. No, [ silence ] okay, so I, [ silence ]

okay, so I have a red on one of the child notes. I'm going to walk around to the other which is that the hot pink color. I'm going to walk around to the second one and see if that's going to happen. and I would want to have tech support all the time. I don't want where three years later we're not going to help you or this or that. And I know Lincoln is a very, very good company and um and that's why I bought it.

[silence] correct

the button okay I've done that then seven light on the parent node will stop blinking the setup will begin in the parent mode will begin to scan for unfeatured goals eight the router will begin to scan for unfeatured notes if you do not have any child most added go to the next step once file module have been detected the light on the child mask also begin to blink but for the child mask yeah let me uh right now it is now going back into red flashing red is that a good sign this is a parent mode so meaning the system is down completely

But I'm on the phone. My phone works. Like I said, my father has a second Wi-Fi. I'm on the phone. Wi-Fi is on my phone. If the internet is working, we had one of the TVs, we switched it to my dad's Wi-Fi. But can it be anything else? So if if my phone works, if his Wi-Fi works, if one of the TV works, then what is the problem for this for this Linux system?

What I'm thinking is a gentleman came here and there was no issue. So if with the $15, you would be helping me fixed all of this, correct? With the probing and everything. So. So you're you're you're guessing that because we did the five like.

The pink is, by the way, phasing in and out on the on the parent node, so rather than a solid red. That's okay. After we do the five-button press, should I do the five-button press again? Okay. So, um, um, I don't mind doing the probing like you said, but most chances are from your point of view is if it's if this this is happening, then we have, uh, uh, what do you call it? Um, most likely these modes are not working, correct? Or you would want to probe a little bit further. Okay.

One one of the other, but if the if the Wi-Fi is on, like I'm saying my phone, my dad's Wi-Fi is working, then that's not the case. You know, the internet is not working. Okay, okay. Okay. Um we which which which which which which which which system do you recommend? Oh, a system? Okay. So meaning um because because we went through West Bay once before, we can call them and have them recheck everything, all the things, which you can do also. Like you're saying, we can do probing and the wiring and everything set up setting you know in terms of the internet, the the ethernet setup all of that other uh yeah that's what's going on um yeah no it's probably just best to like okay

you can check as well, but you're now saying, that was your first suggestion. Second suggestion, you're saying to call Best Buy Tech Support, get something from them, have them come here and install the new piece. Yes? Right. Right, right, that's correct. And instead of doing the same probing, like you were saying, or perhaps getting a new system, um, Best Buy will then be able to come and just reconnect to the new system, correct? Okay, okay. Thank you so, so much. I really appreciate it.

[KEEP_UNCERTAIN] okay um but and and I just want to reconfirm you already said it to me but I want to reconfirm if you if I'm telling you the phone's Wi-Fi is on meaning I'm unable to connect to my dad's Wi-Fi and I can I could read the notes like I was reading the notes from a supported page I could uh it's obviously we have internet in the house it cannot be an internet problem it cannot be an internet cable problem correct if you're getting a flashing red okay okay and and when uh and these these products this is a shelf life five six years and that's it then they go bad or because when we bought it they didn't tell us that this was going to be for five or six years they said ma'am everything is different it depends how long it works you know we we are going to give you a warranty in terms of replacement of the motors if it breaks within three years but I thought tech support is always going to be [silence] You

there okay um but you know when you buy it they don't tell you that it has a factory life or is the shelf life of five or six years they don't say that to us but in your in your uh judgment now that we're going through this problem you think this is a maximum that it can do this sort of unit okay I see but when we go when I went and buy what the item I didn't we didn't buy it in 18 we bought it in 2020 I believe um because that's when [silence]

The movers had come and that's when they put everything in and once we did that once we started physically living here, that's when we bought the mesh fire so basically we bought something that was already on the shelf for two years at Best Buy and we bought it in 2020. So, we didn't have the newest item that that to have just come out, right? So, to get the maximum benefit, we bought it two years after the fact and this is a maximum that it can hold up for. [silence] Of course. Of course, if the warranty starts after you buy a product, not not when you didn't buy the product, right? Right. Right. Right. I know, I know, sir. I really am.

appreciated, I just thought that if the blue light goes on, everything will be okay, but I don't know. We're still getting that phasing and phasing out of it. Right. light. So it means that this is not going to work. Right. That's what you had mentioned before. Okay. All right. Okay. Thank you so, so much. Thank you. Thank you, Fran. Thank you. Really appreciate it.