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. [silence]
00:00
Speaker 1
No I gotta go both next door. This here. Yeah Let's see what that. There is. See what's out. [silence] round. Wait. You can close the doors. And "This is not a router, this is an extension to make sure that it gets this far." "Oh." So when you reset it, it's looking for the router now. The router's not here. "Oh." So I'm gonna take it over there now and get it hooked up. I really wanna put - "I think there's something wrong with it." "It might be." "If the color changes from blue, it's not working." It's blue. No, it's not. It's purple right now. "Oh." So since she pressed the button, but she's - "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." "Oh." I think there's something wrong with it. "It might be." Calling me telling me she has no internet. Uh-huh. But they ain't getting no call from you, so I'm thinking it's her problem. No, no, it's um... it's not... but I just um... sometimes I just go on about it. All right. It's been up and up for a couple months, though. Yeah. Uh, do you have internet? On and off. It can't be on and off. Is this the one that's... I don't... Because right now... You can't have... I know I'm using my phone. I know, but once this doesn't... is not blue, you have no internet. But it's... this is perfect, but the one you're looking for is this... Um... don't... don't worry about that. I'm telling them now for it, but I can't... I mean, let's see if there's something in this house. And can you recall them for me? All right. Say goodbye. Uh-huh. Thursday, yes. Thursday is the case. Um... Sorry. there? I Well, the channel will it drain into what? the outside and then the under which this is the wall this is the cement now if you put a channel here you there must be some sort of pipe that you're going to let it rain pipe that you're going to let it drain into So it's got holes in the top I assume. so the water can get in it. Yeah, it has some greens on top. The higher the water is something from the uh From the from the from the wall Oh, the channel must be lower then. Yeah. How deep? You think? It works better with, I've heard it, and that's why I'm trying to understand it, because right now they're just talking about putting some cement. I'm, I'm not quite clear on how the channel works. Yeah, but still, but yeah, something went up on it. I see the color. What is that? I mean, Okay, cracking. There's still no port. It can block all pressure from the person that didn't do anything. It's right up against this. It's nothing to. I bet you don't see the list. Right here. I don't know. That's the back height. He's on the phone now. Um, yes, hello? Can you hear me? Yes. I'm trying to reconnect my uh uh Don't, don't, don't lock lock the door. I got to come back. Shut the door then. Please. Hello? Hello? Yeah, I'm looks like one of the fobers have um disconnected. They pressed the reset button and now it's purple, but they felt like um my brother. He felt like it wasn't working.
15:00
Speaker 2
Thanks for calling insurance my name is Gerald Van Hal. Yes, hello? yes yeah I'm here. Um, [silence]
34:00
Speaker 1
Let me see, do I need to give you the serial number so we can be on the same page? Yes, sir. Hold on one second, all right? Okay, so the serial number 32 Nancy, 10 Mary, 3 Cat Adams, 0 3446, MX5300.
35:00
Speaker 2
Yeah, how about you give me the serial number and model number so I know which device we're talking here. Okay. and the model? [silence] okay, let me create a ticket for you, can you tell me your first name and last name? thank you, what's your email address? all right, and who's your internet provider? got it based on the serial number, you got 3mx 553, correct? so based on the serial number, it shows that you have 3mx 5300, correct?
35:00
Speaker 1
Well, I have three and then, I got more. And apparent. Right? I have the... I'm sorry, say that again? Turn the TV down, please. Yes. The parent node is blue. The other child nodes are blue, except the one that I just... Except the one that I bought from my brother's... uh... my brother's apartment that is, um... it was purple when I went over there. And now, I just plugged it back in. Um... Sorry, say that again? [silence]
37:00
Speaker 2
Sorry. you you got more oh just a few nodes oh okay you got four nodes alright ok what's the light of the parent node blue what's the light of the other child nodes purple OK let me help with that I'm saying let me help with that to plug it in near by the parent node
37:00
Speaker 1
Okay, well, not more than five feet. I'm uh, I'm more like eight feet. Hold on. Not more than eight feet from the parent. Five feet from the parent. Okay. It's right underneath it. It's uh.
38:00
Speaker 2
It should be 3 feet away from the pipe or 5 feet. Not more than 5 feet. Plug it in. Turn it on. No. 5 feet. Not more than 5 feet. It can be right next to it. Better.
38:00
Speaker 1
1 and 1 half feet. Blue light. Came on. It's kind of um blinking. The blue light is blinking. Are you doing some, are you doing something? Solid purple or blue? Solid purple or blue? Purple. Okay. Uh, it looks like solid purple now. Or lavender, is that pink? Purple. Here you go, magenta. Correct. Solid
39:00
Speaker 2
Right. Once it, it... I know, I'm not doing anything. So, just let me know once it's back to solid purple. Yeah. No, purple. Yeah, pink, red, magenta, or purple. [silence]
39:00
Speaker 1
Well, we're saying the same thing, right? Magenta, purple, pink. Okay. On the on the parent nodes. Okay. Okay, reset. Press, release. Press, release. Press, release. Press, release. Press, release, that should be five.
40:00
Speaker 2
yeah i think we are but yeah um so on the main no the parent node just be careful with this on the parent node reset button press and release that five times that should be one second gap between presses so it sounds like this press release press release do it five times reset button of the parent node yes
40:00
Speaker 1
Okay, nothing's happening. Here we go. Press that red button. What's blinking? Nothing is blinking. No. I, I think so. I think so. Hold on. Hold on. I have to find it. I haven't used it.
41:00
Speaker 2
no blinking. The apparent mode not blinking. Okay. Let's let's try the app. Uh do you have the app installed in your phone? I think it's that. Okay, open the app. Okay.
41:00
Speaker 1
says the links is at the links is up does it say Wi-Fi around iPhone hold on I think I have that I've just got to find it
42:00
Speaker 2
If you don't have the apps, download it. Is your phone iPhone or Android? Go to the App Store.
42:00
Speaker 1
okay, I can't find it, all right. So Oh wait. I should be able to put it in here. Hold on. And, getting router settings. Okay. It says internet speed 929. Last five connections. Uh internet online. Yeah, yeah, I think so. It says eight nodes. Eight nodes. It says eight nodes. And is a red A red.
43:00
Speaker 2
Okay. Oh, okay.
43:00
Speaker 1
You are not connected to Linksys one. Hm, no I can't find it. Hold on.
44:00
Speaker 2
See the three lines to the top left? Or the menu bar? Click that or press that.
44:00
Speaker 1
Shit. It was asking me to log in and now, let's see. Um, I can't, uh, I don't see, damn. It looks like we have to... Damn, damn, damn. Lexis, Lexis. Lexis, Lexis. Don't give up on me now. Uh what I'm looking for now is the password. It's in my phone. I'll find it. Uh, I don't know. I'm just trying to it told me to log in. I put my my user name in and now I'm trying to find my password for Lexis. Okay, so.
45:00
Speaker 2
Are you trying? I'm sorry to- but are you trying to log in using your email account? Let's let's try to use the admin login instead of that. That way we can verify the settings locally. So you see, there are two options to log in- select router password or router login. [silence]
46:00
Speaker 1
Okay, now, the thing is, I never saw those three dots that you were asking for. Okay, hold on. Let me get back to, uh, the Linksys app. That's right. That's what you want me to get back to, right? Okay, see, now they're, I'm at the router password. It says login. I'm not, what, hit router password? But I don't, I don't know it.
47:00
Speaker 2
you will soon once you're logged in so select router password yes it's want a router password enter the router password but if you
47:00
Speaker 1
Yeah. Oh god. Okay. Okay. Go to your phone settings and tap on wi-fi. So I can... No, that's not it. Once connected return here. See, you know what you're asking me to do. Setup a new wi-fi, manage your wi-fi. Go to manage wi-fi. Oh right, right, right. Okay.
48:00
Speaker 2
It's okay. There's options. Set reset password. It will ask for recovery key. Get the recovery key from the bottom of the main note. There's five numbers there. Use that. then create a new admin password. No, manage Wi-Fi. select router login or password. If that is asking you to connect to the Wi-Fi, you're probably not connected to the router. Can you check if your phone connected to the same Wi-Fi you're linked to your Wi-Fi?
48:00
Speaker 1
Um, okay. So you have to go to settings. you gotta to change it from Verizon to linksys, linksys. Okay. Now I'm at linksys. So now go back to. Go back to the activity. to the I'm not the lawyer. OK go OK now I'm at the at the router router go ready yes we said password OK it and now it's looking for recovery code it's um 7 8 8 8 8 5 so 7 8 so [silence] [silence] [silence] [silence] [silence] [silence]
49:00
Speaker 2
It's asking you now to enter router password. Yeah. Okay. There's option reset password. Click that or press that. Yes recover key. You can get that at the bottom of the main tower main mesh five numbers.
50:00
Speaker 1
the account the account holder will be notified that the voter password was changed continue [silence] enter a new password continue [silence] Okay
51:00
Speaker 2
Yes, great. A new admin password, it's not what your Wi-Fi password, so it will not affect your Wi-Fi password.
51:00
Speaker 1
Okay. Now, looks like internet online. 19 devices, eight nodes. There's a red box with a like a asterisk mark. I see them.
53:00
Speaker 2
Hmm, right, exclamation mark, right? It says offline, but don't don't click that. Um instead, find the three three lines to the top left, sometimes called burger icon.
53:00
Speaker 1
Okay. Okay. Set up new, I guess. Yes. Yes. Now, am I going near the router? Or I going near the parent node? It says plug additional node into power near the router. So now the router, okay. All right, that's fine. Keep them close. We'll tell you when it's okay to move them. All right. Next. Make sure everything is finished, starting.
54:00
Speaker 2
Okay. Press that and then scroll down, look for the option, set up a new product. Add a node and then follow the procedure. If it's done, press next, next, next. Something like that. No, you're doing it on the... Oh, it's okay. You're parent node is uh a router. I'm trying to catch up. Sorry, go ahead. Go ahead. [silence]
54:00
Speaker 1
Up. The light will blink while starting up and turn solid when it's ready. Okay, so no light is blinking. Neither one is blinking. The parent node is solid. And the child node is magenta. There is a checkmark here. It says, make sure everything is finished. Starting up. The light will blink while starting up and turn solid when it's ready. No light is solid with a check mark. But continuing. [silence]
55:00
Speaker 2
On which node? The parent. Okay, it's solid. Press it. It's solid. Okay. What's on the app right now? Hmm. Solid. Yeah, and it's solid. It's solid. Yes. Okay, continue.
55:00
Speaker 1
Okay, looking for a child node oh, I see. Keep your phone in the setup area. This could take a minute. [silence] That's what it says, yes. Okay. Blinking. It's blinking. So now, once it's stopped blinking, will I be able to unplug it and take it back to its location? okay because that's where it's been and it's been working. So, so. So. Now, it took a very long time to get you on the phone. Are you saying you're ready to hang up?
56:00
Speaker 2
is it adding the child node could take four to six minutes now okay just let me know once it's finished and let's see expected light should be solid blue on the node we're trying to add yeah but when it's yeah when it's finished it should be solid blue to where you want it to be as long as it within the range of the the parent node or the other child nodes you should be okay alright and yeah you can take it back there once it's added
57:00
Speaker 1
Right. Okay. No, no, no I want to stay on the line to make sure it's working because um, look my brother seems to think that the node is faulty now, but I don't know why it would be faulty. So once the blue light comes on and I move it to the back to its location, What'll take about a minute for the blue light to come back on again? Solid? Once I unplug it. But I would require no more assistance from you though.
58:00
Speaker 2
I know I'm gonna stay in the line just to make sure that everything is going to be fine but if you don't want me to stay in the line that's I mean that's up to you. I can stay in the line. Right right I I'll um whenever you unplug it, plug it back into power, it takes five minutes to fully boot up.
58:00
Speaker 1
Okay, good. Good. Now, good. Do I need to extend the tech warranty on anything on this? No. Which one are we talking, the parent node or the child node? Well, I... I want them all warranted for service in case, you know, so I think so. I think I need to.
59:00
Speaker 2
uh, yes, that's correct, but air can stand -align. Just in case something happens, I can assist. Once it's solid blue , then we're all good. You can and the call. Once it's all solid blue. Sure. Uh, do you have the receipt of this one? Uh actually, I can I can check using the, the serial number. What's the, it's the, is the, the number you provided earlier, the serial number of that node. Which one you you're talking, the child note or the parent note? I think I'm, I'm confused. Are you want to extend the, the, the warranty, you think?
59:00
Speaker 1
in a while. Both. Both. Okay, well, you'll let me know now. Six. 8. It says I have eight nodes. Right, maybe. Oh, not now. Because you only see three. No, you see, um, right. But on your end, can you see how many nodes are operating here?
60:00
Speaker 2
I can check if it's in warranty, but extending the warranty, I'm not sure that that's possible. Okay. Checking this. The warranty now. Right. Those are probably connected before, but not now. Yeah. I'm not. No, I can't see it right here. I'm just racing what you said. You said you got four nodes, so probably those other four was connected before and you disconnected you disconnected them or I'm not sure what happened actually.
60:00
Speaker 1
Gracila, can you write down on a piece of paper the warranty? Capital L. L O U I S 256 at seven. 257, 257 at seven. Okay. You're about to tell me something about the warranty? Okay. The light is blue, solid blue on the child note.
61:00
Speaker 2
No I can't see it here we don't have access to that um hsure. So the war... Good, that's good to hear. Right, that's good to hear. Let's let it one minute and [silence]
61:00
Speaker 1
Okay. What about technical assistance? Can it be extended? What? All right. And as far as the replacement warranty? Okay. For how long will it be system? What?
62:00
Speaker 2
Go further red and blue again it does it sometimes. but yeah so talking about the warranty the warranty just expired last month June 6th 2025. So if this is defective we can no longer replace little you know or finance something. I think we can still assist. that's fine. Yeah, we can assist extended the the the the systems. This is uh, mesh route. So you can we can purchase with this so that's okay. Don't worry about that. No that we can't offer because it's already expired. Assistance though we can help until until it died I think.
62:00
Speaker 1
okay. okay, so we have a solid blue Yeah. okay. all right. okay, so I can unplug it.
63:00
Speaker 2
until it's faulty and solidly on the channel we we tried to add. OK, you can put it back to where where it was before. i'll stay on the line and let's see. Mhm.
63:00
Speaker 1
What's up? What's happening, man? I don't even know man. You know about man? You don't know about me, mom. Hey, are you kidding me? My son, you know, Marble is a thing. How are you doing? Batman against- did you notice the- holy stuff? Internet was out. You're plugged in, and it's blinking. Red. well then one minute you said it'd it'd take about five minutes yeah. solid magenta now no it's solid magenta now
66:00
Speaker 2
blink your eyes for how long? one minute? okay five minutes. [silence] wait magenta, it's not blue?
68:00
Speaker 1
[ silence ] Relinking will now is it's really really close, but if it is that it is yellow now the blinking, now it's blinking blue, yeah, that's easy. Now it's now solid blue.
69:00
Speaker 2
Um, that's weird. Let's see, I mean, what's the distance of that node to the main node? Or, which node is the closest node to that? Uh, and the distance. 15 feet, you said. Okay, good, solid blue now. Let's let's see if that stays solid blue in a minute. I mean, I, after one minute, if that stays solid blue, then we're we're we're set, all good.
69:00
Speaker 1
If it should, it's going to go purple or magenta again if it does not stay solid blue then we have to repeat the process. Is there anything to confirm Well, I plugged it into it's plugged into the very same
70:00
Speaker 2
[silence] It's tan- tape. [silence] No, we don't need to. I just need we just need to find a better place for that. I think it's wireless inter inter interference causing it to blink to to red, but blinking blue is it restarting up. So if that's blinking blue, it's probably because it's not receiving enough power or plugged into a power strip, not a direct outlet. We need to plug the into a direct outlet.
70:00
Speaker 1
power strip that it has been plugged into for the last four years. Uh, it is solid blue now, and it's in the exact same place it's been at for the last four years. Okay. I appreciate it. Thank you very much. Okay. No, I think we're good. Okay, good. All right, you too. Um, Leroy, do you have internet?
71:00
Speaker 2
Great. Solid blue is working. So, I guess, we're all set. And call. Um, very much welcome. You have other questions anything I can help with. Okay. Well thank for your appreciation and cooperation. you have a good one. Take care. Thank you.
71:00