Speaker 1
Hi, Josh. Josh, I put it, uh, uh, I renewed my system a few, uh, since a few weeks, a month ago or so, uh, and I'm just getting constant dropout. And when I try and get on the app, it said I'm not connected to the internet. Uh, it then, it then kicking out the passwords, which I've only got the two. They're all held in my Apple ID. So it's just a bit of a mess, to be honest. You are.
00:00
Speaker 2
Welcome to LinkSys Support, to assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling LinkSys. My name is Josh. How may I assist you today? Mhm. I see. got this one, sir. Just to confirm, am I talking to Mr. Ken Forster? Thank you so much for confirming. And are you calling us for the same issue or just a confirmation? Calling us once again? Mhm. Yeah, right. Yep. Okay, got it. Well, it's good to have you back, sir. Understood. I see. Well, let's then start. Just to confirm again, are you using a Windows or Mac? [silence]
00:00
Speaker 1
no not really it's probably a different issue well I'm saying that I couldn't you you went through and you help us reset on a different sort of setting but it's just not working one now I've got I've got three new nodes and three old ones which which we'll manage to get on online and it's never changed that that the one that's close to the router is solid white the next one being a solid white
01:00
Speaker 2
So, So. Uh huh. So, upon checking your previous case here, you have three nodes in total. Correct? Alright. Uh uh. So, what's the light now on the parent node, is it currently showing solid white? Uh huh. Uh huh. Uh huh.
01:00
Speaker 1
Yeah, they're all solid. white. And the old ones are solid blue, so they're fine. What, the older one? So one. And, damn you. But I don't think it's got anything to do with that. It's just dropped out from the main, the main area. The serial number of the old one or the password. Do you want it? Or the serial number? Oh, that's tiny. All right. And done.
02:00
Speaker 2
That's great to know, sir. Uh huh. So may I also have the serial number of this newer one, sir? The one that are showing solid blue. Uh yeah, the older one, yeah. Yes, sir. Uh huh, so so just to verify. Oh yeah, the serial number yeah the one that says SN. Oh you you can also just tell me the model number instead, sir. [silence]
02:00
Speaker 1
847. Now what d'you see this? So, so I've got I've got a set of Wi-Fi and them. I've got a recovery key. On the other side I've got the MAC address and the serial number. The last four numbers the serial number are 2997 I think.
03:00
Speaker 2
Can you check if the model number stated as WHW0 3-WL or WLP underneath?
03:00
Speaker 1
No. It happens, it seems to happen when I go out of the house and I'm out out of the wi-fi, when I come back, it's just never there. Yeah. Yeah. Um, well, I can't even get on the system because it it's it's killed my passwords. And I didn't want to change them again. I changed them the last time, cleared them all out. Because there's two, isn't there? There's one for the router and one for the mail setup.
04:00
Speaker 2
Yes, as well like did. Are you saying your main problem is your wireless devices keep disconnecting from network? right? I see. Uh-huh. Got it. And have you already like optimized the system using the channel finder? I see. I see. No worries. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh, problem is that is wireless devices keep disconnecting from the network, that's correct. So yeah, one for the router and one for the Wi-Fi. Uh Wi-Fi password. So don't worry, I'm gonna walk.
04:00
Speaker 1
Yes, it does. No, it's iOS. Software updated. Well, it is now it's coming back on. So I've come in, it hasn't worked. I tried to get on the app to try and check check what was wrong. And now it's now it's okay. Yeah. Yeah. Oh, that's all. I'll just put you on load feet, loads being . [silence]
05:00
Speaker 2
uh, so just to confirm, my node, sorry, does your phone have a, uh, lInksys app, uh-huh, and my node, the operating system of the phone, like is it an Android or iOS? Uh, and is the phone currently, uh, thank you so much for that one. Is the phone currently connected to the mesh network? Mm-hmm. Uh, so currently you can log in into the lInksys app, so all right. So can you go back to the app as well or can you go back to the app again, because we are going to
05:00
Speaker 1
All right, have you got me? All right, so I'm on the app. I've got two passwords saved. One is a, and I've tried both them. I'm on the email part of the app to log in. Do you want me to look in on the without a part? Okay. Let's see. now what was that password?
06:00
Speaker 2
Yes, sir, I can hear you. Yeah, so, okay, Mm-hmm. Mm-hmm. I see, yeah, can, Can, Can I log in using the router password instead? Mm-hmm. Mm-hmm. All right.
06:00
Speaker 1
I've got, so I've got two, I've got two passwords here. One, one that logs on with the email, which is a, and I'm assuming that's the, the router password.
07:00
Speaker 2
no sir are the the the one that asked for and email address
07:00
Speaker 1
Okay. See, I'll take the other one. I'll take the other one. Because I've got a... Incorrect password, try again. It's just not the incorrect password. Remaining attempts, four. Okay, but what I don't want to do is have another set of new passwords. All right, all right, all right. I hear what you're saying. So should I go on to reset password?
08:00
Speaker 2
I need a sense then the password that's for your linksys Wi-Fi account [silence] All right. [silence] Yes, sir, and again, login using the router password [silence] Okay. [silence] That's fine, sir, actually, we can reset this router password, and rest assured once we reset the password none of your devices will disconnect from the network since we are not resetting the Wi-Fi password. [silence] Mhm. [silence] I totally understand, sir, however, in order for us to login to the [silence] Yes, sir. [silence] Yes, please. [silence] Yeah. [silence] Okay, if you can tap on reset password. [silence]
08:00
Speaker 1
Jesus I'm going to go back to that What do you want the recovery key? Down to Okay, so if I put, so if I put the password in here
09:00
Speaker 2
Oh yes Sir however I would also recommend taking a picture of the Wi-Fi name password and recovery for the main node instead for future reference. Yes so there the five digit recovery key. So kindly type that in. Mm-mm yes Yes so after you enter the five digits recovery key finally press submit and then finally create a new router password
09:00
Speaker 1
it. So I know. now into that. 7 nodes. question mark. So it's. So it's saying offline here. when I go in. everything's shown as if it's online. but at the bottom, there's a, you know, like an estimation mark with offline. [silence]
11:00
Speaker 2
mhm. were you able to... mhm. mhm. alright. thank you so much for that one. that means that we have successfully logged in into the Blink site app. and... alright. hmm. so, on the... mhm. uh-huh. got that one. so, don't worry. rest assured that we are going to further isolate you. so, on the dashboard, kindly tap the menu icon, located at the upper left panel.
11:00
Speaker 1
I can't get back home. Won't let us go back home. Oh, I'm home. Right. What do you want? Yeah. Yeah. Okay. Yeah. Yeah.
12:00
Speaker 2
kindly tap on the menu icon located at the upper left corner. And then tap on the network administration tab. So under network administration, tap on nodes. All right. So on the screen, you can see there that one of the child nodes is off-line, correct? Can you tap that device or node and then tell me its serial number?
12:00
Speaker 1
uh how do I find oh Linksys O3 403? uh No, doesn't just says that it says offline Linksys O3 403. Yeah, and yeah, you can tap it, but it just says Linksys O3 403. You can't see anything. [silence]
13:00
Speaker 2
Oh, I really need the whole serial number, sir. Like the whole character, not just the. Uh-huh, yeah. Uh, huh, so after you tap or press that node, like the offline child node, you should be able to see the serial number. I see. Huh. Can you tap or press that node, and let me know if you can tap that node. Huh. Uh, I see, I see. So, so that means that there's no yeah that this child no got disconnected from the network so on your devices sir like on your house can you check you need to roam around and check if one of your child no gone to flashing red so that hiccup the worry sir And can you take your time [silence]
13:00
Speaker 1
One of them just looks, this one looks just completely dead as if there's no power in it. it is plugged in. It is plugged in and it is turned on. Hang. I'll say. Let me just do it on the ah, right. See if it comes back in. Power has come back on though. I guess it'll go through a set up routine. Is it?
15:00
Speaker 2
I see, can you check if that node has been plugged in or turned on? (laughing) I've tried. Yeah, you may try to toggle off and on the power switch there. Mhm.Yes, so if the light on that there
15:00
Speaker 1
it's still flashing oh it's tiny yes it's tiny
16:00
Speaker 2
node is currently showing flashing blue that means that the node is still booting up so while the light on this node is still showing flashing blue can you like flip this device and then look for the serial number so that i can record here on my notes are you having a hard time like seeing the serial number there i see i understand sir no worries and yeah for now let's just wait or observe the light for this node and once it has been added [silence]
16:00
Speaker 1
Right. I've taken a picture. The serial number. It's a bit upside down, but it's 208 H 20607-803403203. And there's no flash or red. Yeah. [silence]
17:00
Speaker 2
you will see the serial number, for this device on the link for this app. All right. Thank you so much for that.
17:00
Speaker 1
yeah yeah No, no, it's still there.
18:00
Speaker 2
So, for the main issue, sir, just to verify, all your wireless devices like will disconnect randomly from the network. That's right. Uhm. When when they disconnect from the network, does the Wi-Fi name of the system still appear or still listed on the device, sorry, on the Wi-Fi list or disappeared. Still there. All right. Got that one. And thank you so much for that information.
18:00
Speaker 1
that that nodes back online is that the first one that's the closest one to the to the route now the first node the first one yeah I press that uh 63 uh 63 minus 63
19:00
Speaker 2
Alright, that's great, great to know. So let's now focus fixing, the main issue. So on the, [silence], uh, you're on the network administration tab. So nodes. Can you, like, uh, tap or press the first [barber node? uh-huh. And you] should be able to see the signal strength of that node.
19:00
Speaker 1
33 DBM for or sort of 57 DBM 48 65 I'll go back one two three
20:00
Speaker 2
All right. Thank you so much for that one. So you may now close the first child node and then open the or tap the second child node and then tell me its signal strength as well. Thank you. And let's check the other nodes or that third child node. Thank you. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh. Uh huh.
20:00
Speaker 1
stop. Yeah. No, it's in a different place. ì Alison.
22:00
Speaker 2
No worries, just let me know once your laptop is ready, okay? [silence] No worries, sir.
23:00
Speaker 1
Yeah. Okay. Yeah. What what you want to be on? [silence] Okay. Yeah. What uh what you want to be on?
24:00
Speaker 2
and thank you so much for your cooperation and patience. I totally understand sure and again, I really do apologize for the inconvenience. So, by the way sir, and while we are waiting for your computer. Are the nodes like currently plugged in directly into power outlets? That's great and that's I assume your laptop or your computer is ready correct. That's that's excellent. Again, make sure your laptop is also connected to the mesh network as well. Okay. So, on your computer can we open a browser and and the address bar. Double forward slash, okay? like forward slash. forward slash. And then "my router," **dot** "info". okay? So again, turn. The one on the address bar should be **h** tt p **colon** double forward slash to my router **dot** info, okay? Yeah, but two dot The upper that And the lower hard.
24:00
Speaker 1
Yeah. Access admin. Yeah. Oh, that password. Right, okay. Okay. All right. Oh. Okay. We're in.
27:00
Speaker 2
Yeah, that's, uh-huh. And then just press enter on your keyboard. Yeah, you are on the screen asking for our other password, correct? All right. So, yeah, kindly insert the same router password, the one that you uh changed earlier when you log in into the links is app.
27:00
Speaker 1
Nope. Oh, I've got you. Yeah, yeah, yeah. Yeah he [ silence] Yeah. Okay. You want, you want to disable Express forwarding. Yeah. That's how it's done. Amazing. Okay.
28:00
Speaker 2
So, under connectivity, click administration or administration tab. and kindly disable, hold on, express, sorry, express forwarding. So, yeah, kindly disable or uncheck it and then press apply. once the new settings has been saved fill on the connectivity tab click the local network or local network tab So under local network, you should be able to see the static DNS one, static DNS two. for the static DNS one, kindly set it to one one one one Sorry. So, for the static DNS two, type in one zero zero one.
29:00
Speaker 1
Yes. Route route or not found. You are not connected. OK. [silence]
31:00
Speaker 2
And then press Enter. And that's actually, that's actually fine, sir, don't worry. Changing the static DNS on the system will like interrupt the connection for one to two minutes. However, rest assured that your devices, including your computer, will just reconnect to the network. So let's wait for one to two minutes. So, actually, sir, we're now optimizing the system. And this is, yeah, one of the workaround for the dropping of connection will be fixed for this specific model. So,
31:00
Speaker 1
and now I have and now I think it's it's getting stronger I'm not quite sure that is doing. I've got connectivity and then I've got a a thing which either says apply or okay? Would you want to apply or okay? Okay, it's look it's it's look it's local network it's come back with the static DNS of one one one one and two is one zero zero one.
32:00
Speaker 2
So, yeah, for now, kindly wait for one to two minutes and also make sure that your laptop is still connected to the Mesh network. No, worries. However, the error message, likerouter not aha, yes, uh Kylip uh wait on the local network was the the static
32:00
Speaker 1
Should I press OK for that? Yeah. Yeah. Yeah, okay, I've done that. Yeah. Okay. DML operation. Yeah. Yeah. It's off. [silence]
33:00
Speaker 2
That's great to know that means that the new settings have been. Save so you may now close the connectivity tab. Yeah, you may press okay. Ah-hah-thank you so much. And kindly click the Wi-Fi settings tab. Uh-huh. And click advanced. Uh-huh. And can you see the option there that says MLO? Yeah-just to confirm. Is that option currently turned on or off? Ah that's great to know. All right. So yeah, just leave it off.
33:00
Speaker 1
All right. Okay, that's great. Thanks for your help. Okay. That's fine. And yeah, yeah.
34:00
Speaker 2
And that should do it, sir. Rest assured that we have successfully optimized your system. So for now, kindly observe the connection on your wireless devices for 24 to 48 hours. So if like within that hours or observation hours, and if you observe that the issue persists, I would recommend giving us a call for us to further isolate the issue. However, rest assured that rest assured that there will be an improvement regarding your connectivity, since again, we just optimized the system. You're most welcome, sir. And I will also be providing you a ticket number so that the next technician can easily pull out your records. Or actually, I can't. Uh-huh. So, yeah. Are you? Are you ready for that ticket number? [ silence ] Okay, great. So your
34:00
Speaker 1
Yeah. Best, thank you. Thank you. Thank you. Bye bye. Bye. Okay,
35:00
Speaker 2
Ticket number is 1-2-8-4-4-5. All right. So you're most welcome, sir, and thank you so much again for your patience and cooperation. And again, thank you for calling Linksys. So you have a great day. You as well, sir. Bye for now. I'm sorry, sir. You may now end the call. No, no.
35:00