Speaker 2
Welcome to Linxys 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue, [silence]
00:00
Speaker 1
Uh, yes. the model model number is W-H-W-03-V-2. the the serial number is 20.
01:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Ellie. How can I help you? Oh, yeah, sure. Absolutely. Um, can you give me the model number and the serial number of your Linksys router? Okay. [silence]
01:00
Speaker 1
I believe that's correct, yes. [silence] I've unplugged, I've hit the red reset button. And I have checked all the connections. I've checked all the connections to make sure they were tight. I believe I did, I did unplug the cable coming from my box, from my provider. Oh, I held it down for at least 10, 12 seconds. No, sir, it's not. I've called before. I'm, I was highly confident that
02:00
Speaker 2
[silence] And when you mentioned that you pressed the reset button, sir. for how many seconds exactly if you can still remember? Mm, okay. Thank you so much for that one. And then um, sir I was not able to pull up any record using the serial number which you provided. So is this your first time calling Linksys?
03:00
Speaker 1
This is registered i've had it about probably, four. I've had link for about four, four and a half years. I know that I have called twice, before, possibly three times. most of the most of the satisfactory terms. I know, one call was with my son-in-law. He got to enjoy our, yes, he got to enjoy our, he was helping, I think he helped with the setup. Edward, last name Earl, E A R L E. Edward. [silence]
04:00
Speaker 2
Yeah. And then I'll. Oh, OK. And here's what we are going to do sir, because I was really not able to pull up anything. So can I please have your first name sir, and your last name. OK. Thank you so much for that one. And uh, your email address sir, is. Uh.
04:00
Speaker 1
And Earl Earl. He EARL earl EARL e. at outlook.com. I was the main unit, then I have one node and it also has a red light shining on it. Yes. Uh spectrum charter.
05:00
Speaker 2
Okay, perfect. And how many nodes do you have exactly, sir? Okay, thank you so much. So, right now, sir, you're seeing red light coming from the main router or the parent node. And your internet service provider, sir, is? Thank you. Okay. Let me just finish this one.
05:00
Speaker 1
For the last two days, we've been running speed tests on our phones, on a iPad and on a laptop, a PC laptop, and haven't been able to connect.
06:00
Speaker 2
So, uh did you try connecting a computer directly to the internet source or directly to the modem? No, sir, Okay. So you haven't tried connecting directly a laptop wired.
06:00
Speaker 1
[KEEP_UNCERTAIN] That's correct. I've never done that before, a direct connect. No. I'm not sure, would I have to check the ports to be able to answer that question? Okay. Well, I thought I was equipped with flashlights, magnifying glasses, additional cell phone, glasses, pen, legal pad for note taking, the box, the barcode off the box of the original box that it came in, but I did not think to bring my laptop up here. So I'm going to travel. I'm going to travel downstairs. Yeah. No, no, no problem. I'm going to travel downstairs. I just wanted to say thank you, I appreciate it. I'm really going to.
07:00
Speaker 2
to the modem. You haven't done it before. Okay. I see, thank you so much. But this laptop, sir, is it um capable of connecting wired or only wireless? Uma yes sir, if you can um do it. Oh okay. It's okay. I'm so sorry.
07:00
Speaker 1
I have retrieved my laptop and we'll talk about- I assume we'll talk about the ports on the laptop and see if we have that capability. I'm somewhat confident that we do. [silence] I have retrieved it. I'm turning back up the steps. It is reasonably charged. I'm having to take one step at a time because I have bad knees.
08:00
Speaker 2
because uh later actually sir we actually going to need the laptop as well because we need to like you know access the router settings of your linksys device on a web browser and we need that laptop so you know for your convenience it's actually much more better to grab it uh you know earlier that's good oh no
08:00
Speaker 1
I'm just making conversation to prevent dead airspace, I suppose. Okay, I have retrieved this laptop, and I have returned to the main, Linksys, unit. Well, now that you mention it, it does have a pink, magenta type.
09:00
Speaker 2
It's really okay sir Edward. Just take your time. Yeah, totally. Okay. So, um, here's what we are going to do next, sir. Since uh you have already performed a reset, um on this browser and on top of it is showing red. Can you confirm if it's really red or can you identify it as a magenta color? Yeah, cuz um if we actually perform a reset.
09:00
Speaker 1
Hang on just a second. I will find that in settings, correct? Settings, Wi-Fi. Here I see a (DCB) setup. V L P. Looks like it (DCB) setup.
10:00
Speaker 2
on that router and if it go back to magenta or something like pinkish light color, that actually means that this router is now ready to be set up again. So, sir, can we use the laptop that you just grab and go to the Wi-Fi settings of that laptop and see if you can pick up the Wi-Fi name under underscore velop set up BC8. Okay. Yes, sir. Go to settings. Sure. Yes. Yes, sir. Yeah, that's the one that we are looking for.
10:00
Speaker 1
One moment. [silence] It says I can scan to connect. Yeah. [silence] Yeah, [silence] hang on a second. [silence] I'm not sure where I will enter that password information. [silence] That [silence]
11:00
Speaker 2
So, click on the network And then it, but since we're using a laptop, how about we manually input the password? So those password information can be found underneath the router There should be an option to manually input the password So I'll click this And then type in And then you also have to as the security key type Are you? I got no idea okay, so okay, so connectivity check To the internet pass And to and to check the network Connectivity dot local pass So here Get the other get the other get the other
11:00
Speaker 1
Bear with me here. Show available networks. I've got, I got Velop set up BCP. I got Velop set up BCP guest. Okay. It says it's secured. I got a box to check out, connect automatically and then connect. I'm going to connect. All right. It's brought up a browser. Uh, here's your logo. Why am I getting a warning when I try to access my router settings in a browser? [silence]
12:00
Speaker 2
password or sometimes it will ask directly sir for a password you need to okay sir just click on develop setup bcp excuse me please for the guest one yes yes sir click on connect yes there should be where is the then you have to auto fill in all the information standard prefectures province then something address street address postal code in your case yes sir email address well 9443 Bahoma Street 314 Hampton okay city first you are assuming you typed in the correct name yes
12:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] continue. [silence] [silence] connect to the Wi-Fi. [silence] I'm going to hit connect again. [silence] This brought up another browser with a blank screen. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] okay, uh, [silence] settings, network and internet. [silence] uh, [silence]
13:00
Speaker 2
And information that so uh that may be show details or continue again so um can we go back to the Wi-Fi settings again? Because it seems like the laptop is not yet fully connected. So, available network.^{[silence]}
13:00
Speaker 1
um here's the page it gives all the technical information below that when I opened it up it says action no internet connect immediately in range I'm trying to get back to the same screen I had before show available network okay I'm back set up BCP open browser and connect I will
14:00
Speaker 2
Yeah. Uh huh. So, um, search for available network? Uh, can you confirm sir if the laptop is already connected?
14:00
Speaker 1
Okay, on the lower right, I do show the V-Labs internet access when I hover over the Wi-Fi signal. And I just, I believe so. Yes, I do have a disconnect option. Yes. Open, browse and connect. OK, it's back to that same page. Links this Linksys Smart Wi-Fi.com, links this, why am I get a warning when I try to access my router settings in this browser? I have clicked on Continue. I get that same, [silence] uh, button said Continued anyway.set this up [silence]
15:00
Speaker 2
Okay, so it's already connected. Can you confirm it? Okay. Okay now that, uh, that's good. If it's um, shows connected, now can we continue to the browser? Okay, yeah, just click on, continue, sir. [ silence ]
15:00
Speaker 1
Connect to the Wi-Fi. The Wi-Fi you are using requires you to visit its login page. I do have an active Connect button again. Press it five times. Press it five times. Okay. Hold it for a second or two each time. Okay, here we go. One, two, three, four, five. It's yellow with a slow blink.
16:00
Speaker 2
okay. okay. how about with this one instead, sir? since we are seeing a magenta color coming from the router, uh, sir, can you press the reset button of your w hw03 or the main router for five times. yes, the reset button. so press. I know, sir. just a quick press. so press release, press release, press release. so did it start blinking? [silence]
16:00
Speaker 1
kind of a cream, yellow. Okay. and we did that because I knew I had connectivity, correct? Okay, we still
17:00
Speaker 2
Okay, let's wait for it. Yeah, so uh what you actually did is that's actually the easiest way to set this one up. That's actually what we call a five press method. So that process will take about two to three minutes. Yeah. And the Wi-Fi I mean, the me main router is already showing its default Wi-Fi name. So, yeah. So we should be getting a instead of red it we should be getting something like um light green color LED light. After two to three minutes.
17:00
Speaker 1
Okay. Okay, I'm, I'm seeing green. I'm seeing a lighter green color, not aqua, but a lighter green color, and it is solid. So I see it. Okay. Okay. Um, should I go check one node? Okay,
18:00
Speaker 2
Hi regarding your router. Sir, this router is already out of warranty. Because you mentioned that you have this router for almost like 3 1/2 years old already. And the warranty of this router, sir, is only good for three years. And just to for you to have a visibility about this router, sir, since the router is already out of warranty, so the complementary technical support over the phone is no longer going to be available. But there are options. The first option here, sir, is for us to move forward and add the child node, you have this option, like the first one is to visit the official website of Linksys. And that is support.linksys.com. The second one
19:00
Speaker 1
nice, okay, that's 15 $15. Um, etc. All right, I need a moment to retrieve this charge card, please. It is up near the ceiling. Okay, I have a ladder set up to check it. So, an it's a, it's a direct connect to improve the signal quality throughout the house. Uh a cat cable was run through my attic and drop down to that child node. It's a direct connect. So, it's not mobile.
20:00
Speaker 2
Um of of okay so like it's not working as a wireless child node it is working
21:00
Speaker 1
correct. Yes. Yes. it would take longer? Okay. [silence]
22:00
Speaker 2
Okay, so for this one, sir, cuz if we are actually going to like, since the parent's node is already solid, green, right? And if we are going to process here $15 that is good for one hour, that might be a little bit, you know, it can might be a little bit of, you know, unfair on your side. Since this child node is actually working as a wired child node. because what we actually need to do is will not going to take us for one hour to do it. No, sir. It will not going to take for an hour. It will it will only consume.
22:00
Speaker 1
Okay, what is it going to be wide on my just going to okay. Right, right? Oh, my good. Okay, well I have climbed the ladder during our conversation and I do have the green light on the child
23:00
Speaker 2
um maybe like 10 minutes of your time and if you're going to pay the $15 sir it'll gonna be in there on your side. because you're you'll not it will gonna be like it's like gonna be fair on your side. cuz you'll not get yes cuz you're not gonna take consume if the whole you know whole $15 or whole one hour process. So um how about with this one instead um Sir Edward? Because I what I can really guarantee is um if you accept the email with the troubleshooting instruction and how you can reconfigure the child node since the parent node is now working just follow that troubleshooting instruction and I can guarantee you that it will work.
23:00
Speaker 1
Okay. Yeah, that would be fine. Yes, if you would send that, I sure will.
25:00
Speaker 2
Yeah, on how you can customize your Wi-Fi names here. Um, it will, um, I can also send you some instructions on that. So, but, uh, yeah, it will always be depends on user. Yes, sure, let me craft the email so, and can you wait on the other line just to confirm if you receive it already? Okay.
25:00
Speaker 1
I didn't see it open. I see it. for one. I just hit mine and it's... Yeah, it's just it's getting. Well, we got green on our devices. Okay, I'll mention LTL2D. Thank you. Certainly. Somebody's in the system. [silence] [silence] I think it's Fish on 24. Uh
26:00
Speaker 2
Okay, uh, just give me one moment... There you go, sir.
26:00
Speaker 1
Here, I'm sharing. Okay. You've sent the email? What? Still upstairs. I didn't bring it down with me. Um, all right. Um, I'm checking the email now. Yes, it's just, it's come in. Yes, yes, yes. Okay, and this is these instructions will help me do the reconfiguration, correct? All right.
27:00
Speaker 2
Yes, sir. Edward, I just sent the email on your Edward earl [OUTLOOK] dot com or Edward dot Earl at Outlook [OUTLOOK.com]. Yeah, okay. That's [silence] actually perfect. [silence] it So just please follow the steps from that [email] so that you can go ahead and reconfigure your wireless settings and put it back again on how it was named before. Okay? Yes, [silence] [Deborah] All right. Thank you so much, [Deborah]. Would [silence] could there be anything else that I can help [silence] you with.
27:00
Speaker 1
not to my knowledge at the moment thank you you've been most helpful thank you you as well
28:00
Speaker 2
You two have a good one. Bye for now.
28:00