Speaker 1
Hi, hey, thank you very much. My name is Morgan. So, um, I'm trying to. Hi. So, uh, I, I have a new Verizon 5g, um, internet router that I set up at my home. Um, and this is to replace, um, a, um, a Verizon, um, I'm sorry, this is to replace an Xfinity router that I have. So I went from Xfinity to Verizon 5G. Now, um,
00:00
Speaker 2
Welcome to Lexis 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. [silence] font saved. Thank you for calling Lexis's technical support. My name is Donna. How may help you today? Loma, good. mm-hmm.
00:00
Speaker 1
I had a LinkSys system connected with my previous Xfinity router and I would like to connect my LinkSys system to my new Verizon 5G. And I have been at this now for about two and a half hours and have not had any success. I have used to kind of help walk me through it and we haven't had any success. So, I am pulling the trigger and calling you guys directly to help me set up my my LinkSys mesh system. I'm just, I don't know what else to do here.
01:00
Speaker 2
Uhum. Thank you so much for being honest with me. I know how pressuring this situation has been for you. And I want to fix it.
01:00
Speaker 1
Okay. I have the model number and the serial number. Yes. Yeah. Yeah. So, N, Yeah. So, so, let me. Yeah, let me spell it, so. Yeah, so, Mike, Oscar, November, Romeo, Golf, Alpha, November. And then. My last name is Mike, Oscar, November, Charlie, Alpha, Delta, Alpha. I.
02:00
Speaker 2
Let's do, let's see what we can do to get this fixed. Okay? Okay, thank you. Mm-hmm. Great. uh, sure. By the way, Is this your first time contacting Linksys technical support? Okay. May I have your first name? uh, I mean your first name is Morgan, right? Like M, M for Mike, for Mike O for Oscar, R for Roger. Mm-hmm. Please continue. Okay. Okay, thank you so much. Your last name? Okay. Uh, you're
02:00
Speaker 1
Sure. Okay, so Mike Oscar November Charlie Alpha Delta Alpha Mike Delta 1@hotmail.com. [silence] Moncada M D 1. Yes. Uh yeah, yeah 7 6 5 [silence] 8 0 8 3 5 0 0.
03:00
Speaker 2
Oakler is a last name. Mo in case we also you also have your email address and you can can you spell it out for me as well? Okay. So. your email address is moncaada@hotmail.com. Okay. Okay. Is this the best number to call you in case we get disconnected. One seven six five eight zero eight three five zero zero.
03:00
Speaker 1
Yes, I'm calling from Indiana. [silence] Yes. Yes. [silence] The [silence] right, uh, the uh, model number is whiskey hotel whiskey 03 [silence] Serial number is 2-0-2-0- uh Joliet 1-0 Charlie 6 Bravo 8 20685. [silence]
04:00
Speaker 2
great and you're calling from the United States right okay and your internet service provider is Virgin perfect may I have the mother number and the serial number for the product you can find it on the sticker underneath the device or on the box that came with it okay and the serial number okay thank you so much so the serial number is 2 0 4.
04:00
Speaker 1
Correct. Mm-hmm. No, the they're solid red red. And I, the pair and nodes are. Yeah. So the main node connected to the Verizon 5 G router by the ethernet cord. That is a solid red. The two accessory nodes are flashing red.
05:00
Speaker 2
Jack, 10 Charlie, six Bravo, A20685, correct? Thank you so much. Let me double check the serial number in this system. One moment please. While I'm waiting. I know the current LED status of the latest nodes. Are they solid blue, blinking blue, solid red, solid purple? So how about the parent node? The main node is also hmm. Okay, thank you so much. Mm-hmm, all right.
05:00
Speaker 1
Okay. Thank you very much. Ah, no, I do not. I have an iPad and I have my iPhone and that's all that I have. Uh, the criminal.
06:00
Speaker 2
Thank you for patiently waiting. I can see that this product is outside its warranty period, but I'm glad you called. Let's take a look at this issue together and see what we can do for you today. Just to set the right expectations, since the product is outside the warranty, replacement options would still follow warranty policy. But we can absolutely take a look at the issue and see what we can do, okay? Okay. Thank you so much. By the way, do you have a computer available with an Ethernet port? Okay. Uh huh. I see. May I know the current light lit up on the modem, the modem, uh
06:00
Speaker 1
Yeah. Yeah. So uh the modem light is white? Uh yeah. And it's steady. Can you repeat that please? Uh so I see the uh Wi-Fi um I see the wi-fi in insignia in white. And I have one bar of signal strength. Solid white.
07:00
Speaker 2
Oh. Do you see labeled on the lights? Do you see lights? I mean, label on the lights. Okay, is it solid white or blinking white? Okay. How about the other? Uh-huh. Okay. Thank you so much. Do you see LOS or something like that? Do you see LOS? Okay, alright. Now, is the parent
07:00
Speaker 1
Yes. Yes, it is. the, uh, the other nodes, they're, uh, blinking red. Should I, should I, uh, unpower them, turn the power off on those 2 or leave them on? Hello. Yeah, we're still connected.
08:00
Speaker 2
Right now, the links pay run. do wired to the Verizon modem at the moment. Okay, let's reset. Okay, how about the child node? Are they situated.
08:00
Speaker 1
So, um, the, uh, the primary node that has is connected to the Roiz, um, the color is a solid red. The two, the two accessory nodes, they are flashing red. Okay. Yes. Yes, they are within three feet. Okay. Um, I'm going to, I'm going to, um,
09:00
Speaker 2
are the two child nodes let's call those accessory nodes as child nodes okay are those child nodes situated in the same room as the parent node okay are they at least three feet closer okay let's reset the parent node and the child nodes one at a time okay so let's let me browse you on how to reset the parent node first press and hold the press and hold the reset button located at the back[silence]
09:00
Speaker 1
Yeah. Okay. Yes, it's bright blue, so I can let go of the reset button, and shall I do the same to the child nodes? [silence]
10:00
Speaker 2
bottom of the node and, once the light goes out and then turns bright blue, release the reset buttonokay.
10:00
Speaker 1
OK, there's one, then we, do you have the other one? Last but not least, one. OK, so they are now all blue. They're all solid, blue. And the parent node just became solid red.
11:00
Speaker 2
Okay. All right. Are they blinking blue or solid blue? Oh. Okay?
11:00
Speaker 1
And it's okay. Okay. Okay. Yes, I just did that. And now it is, uh, blinking orange. Okay. [silence]
12:00
Speaker 2
Okay. All right. Now, since the parent note is solid red, let's add it to the network or to the connect it to the internet via five press method. Okay. So, please do this on the parent node only, okay? Okay. Press the reset button at the bottom of the parent node five times within five seconds. Do not hold the reset button or you may end up resetting the parent node. Just press it five times like you are pressing a light switch. Okay? All right. Okay. Let's wait for about four to six minutes for the parent node to connect to the internet. It should turn solid blue once it's connected.
12:00
Speaker 1
Okay. While we're waiting, the two child nodes have gone from solid blue to solid red. Yeah. Okay. Okay. OK. OK. All right. I'll just wait a few more minutes then. So where am I calling right now? Well, thank you very much for your help. I certainly appreciate it. Is it I'm in Indiana which is in the Midwest of the United States. [silence]
13:00
Speaker 2
Okay. They should connect to the internet once the parent node is connected too. But if they will not turn in solid groups, we will have to perform five press method in the parent node again. Okay. I'm currently based in the Philippines. Thank you. Thank you too. You're welcome. Yeah.
13:00
Speaker 1
And it is, uh, currently 6:57 PM. What time is it there? Um, Now Now, the date for me is July 14th. What is the date there? No. Today's the 15th. So your, your one day ahead. So you're actually 12 hours ahead. Okay. You're 12 hours ahead. Okay. So the light is blinking red now. Do do we, an, on the, on the parent node. Okay. Okay.
14:00
Speaker 2
Oh, so it's 657 a.m. here in the Philippines. um so we're in the opposite time zone. It's July 16th, 2026. Oh, yeah, yeah. Yeah, correct. Yeah. Yeah. uh-huh. Uh-huh. Let's wait. Let's wait. Yeah. um let me know if it's already six minutes and then the parent note is still not starting solid red. So we can access the web UI instead and check the settings.
14:00
Speaker 1
Okay. I think it was I think we're probably 3 minutes in. Got another 3 minutes. While we're waiting, um how many phone calls do you manage in a typical shift? [silence]
15:00
Speaker 2
okay. like 10 to 15 calls. yeah. but before, it's about 30 calls. but now
15:00
Speaker 1
Okay, I'm still blinking red. I have one, one of my uh, child nodes is a solid blue. Earlier it was, oh, now it just switched to red. The parent node is still blinking red. Yeah, yes, still wired to the Verizon Router.
16:00
Speaker 2
it takes about 10. uh before but now it's 15 or 13, 15 or 10. it depends on the queue. is the light status still blinking? Okay. Okay. Okay. Okay. it's still wired to the Verizon router right? the paradigm, okay. Okay. mmhmm.
16:00
Speaker 1
I have a a small iPad available. And I could I could link it to my phone, using my phone as a hotspot. Let me let me do that. Okay. All right. Uh P-P-E-O-E, what is, what kind of connection, what kind of connection is that?
17:00
Speaker 2
Do you have an iPad available right now? No need to do that, no need to do that for now. If the 5-press method will not work, we will connect the iPad to the parent node wirelessly, and then access the setup page of the parent node. Okay. And by the way, do you have a PPPOE connection from your ISP? PPoh, yeah. uhm, PPPOE. Actually, it's a DSL connection that requires a username and a password. [silence] [silence] you [silence] do [silence] we need a static IP? [silence] What's a static IP again? Static IP is an assigned IP address without [silence] can you connect it to static IP? You need to remove a username and the password. [silence] It's not a static IP. It's a DS...
17:00
Speaker 1
And that's and and that is for which app or for which device are you asking it? Uh, [silence] Yeah, it has a uh, Yeah, so the modem has a um, a password and a um Wi-Fi name. Yeah. Yeah, they did not provide me with one. Um, uh, I think we're six minutes in and it's still just blinking red. Okay. Okay.
18:00
Speaker 2
That is for the modem. If the modem has a.. I see that that's a different thing because if your ISP provided you with a PPPoE username and password, we need need to configure that on the routers page. But if your ISP did not provide you one, then no need to do that. Okay. Oh, I see. So, thinking. Let's power cycle. Unplug the modem from the power source for 10 seconds. [silence]
18:00
Speaker 1
Okay. In the same order. The the okay. Okay. Okay. So yeah. And in doing that, the parent node is has a solid blue line or a blue light that flash.
19:00
Speaker 2
by the parent node, then after ten seconds, plug them back. Yes, correct. From modem to parent mode. Thanks. um, Okay.
19:00
Speaker 1
okay. This is, okay, basically half the battle. But once I get internet then I have to, I have one, two, three, four, five, six, seven security cameras. I have to remap. Yeah. So, uh I've been Yeah. And I've spent literally all day with this. While we're waiting,
20:00
Speaker 2
All right. Let's wait for about four to six minutes. Oh. That's a lot. Mhm.
20:00
Speaker 1
So, I was having trouble with my Exinity provider, it was losing service, it was not reliable and every time, yeah, every time the service dropped I would lose my security cameras and then I'd have to wait for it to come back on and and this time it was off for like a week so I came personally and um it came on for about a day and then it went off again and so I went I called and they tried to troubleshoot, they said we were having some problems with the modem and some problems with the cable outside so I went to the store and I switched out the modem and got another Xfinity modem and I tried to set that up and even after setting that up I was still having problems and they said, yeah, you now have problems with the cables outside, we'll send a technician, but it's gonna be X number of days and I said, okay, fine.
21:00
Speaker 2
That's right. Mm-hmm. Wow. Mm-hmm.
21:00
Speaker 1
And I ended up leaving, uh, going back there and canceling that service altogether, returning the modem, and then I went to Horizon and said, I need a new modem from you guys, and I need internet service today. So, they gave, they gave me a new modem and, uh, if I use the modem alone, I'll have internet service, but I, I need the, the, the power of the, the mesh system because of my security camera, they need to extend my range further and that's why I, we bought the mesh, the Linksys mesh system to begin with. Um, all right, so the color on the parent node is a solid blue. Uh, the child nodes are, um, flashing red. Okay.
22:00
Speaker 2
Okay. Well, that's great. How about the child nodes? Okay, that means that they're trying to connect to the network right now,
22:00
Speaker 1
So, this solid blue, does that mean that the parent node is connected to the system? Okay. Okay. Let's try that. Um, okay. Okay, so, um, And then the password is okay.
23:00
Speaker 2
let's wait for it yeah it's connected to the internet now you can you can also try connecting your iPad to the wi-fi network and then test if it can go online okay by the way since we have reset the parent node the wi-fi name is currently the default wi-fi name you can check the default wi-fi name of the parent node on the label underneath the device as well as the password and make sure to enter the password correctly because it is case sensitive okay
23:00
Speaker 1
Okay, so let me try to connect here with my iPad. And it's telling me that it is incorrect password for this and I am using the correct password on the bottom of this. Um, yeah, so I'm not sure why it's suggesting that it is the incorrect one, but um yeah. correct. Let me try that. So, the okay, so of the, the Wi-Fi name, um is is automatically coming up as, um, underscore capital V E L O P capital S E T U P four nine five. And that is actually, that, that is the setup wifi name on the parent node. And, and I can see that it is actually being identified as a network. So I, I can click on that, but when I put in the password, it is saying that I am not putting in the correct password, which
24:00
Speaker 2
What is the Wi-Fi name? Can you double check the Wi-Fi name? Because if it's in the 3rd node you may be connecting to the incorrect Wi-Fi name. Okay. All right. Can you hear me now?
25:00
Speaker 1
I'm sorry, can I connect? Can you repeat that? Yeah, yeah, yeah. So, let me go ahead and cancel. Let me, let me say, I'm going to. Let's see. Let's see how I'll do that. Um, okay. Let's see. We are going to. Let's see how I can do that. It's not giving me the option to forget.
26:00
Speaker 2
Can you forget the preferred networks on your iPad? Mm-hmm. Yeah. [silence] Oh, I see. Okay, let me check.
26:00
Speaker 1
[KEEP_UNCERTAIN] Yeah I'm just, I'm just removing. I'm just. Hold on, I'm just trying to get somebody's. OK. Yeah, I see. Yeah, OK. Yeah, yeah, I've done that. All right. So let me go back to cancel and then let me go back to
27:00
Speaker 2
Are you still—are still connected? Like, are we still connected? Like—uh. Okay. Tap on Wi-Fi. On your—on your iPad. Tap edit in the top right corner. See all low networks. Then tap info. Tap info and then go to the network that you want to remove. And then select forget this network. Okay. Okay. Okay. Thank you. Can I get that on my email?
27:00
Speaker 1
[silence] to other networks. That's not actually. Okay, so let me go back there. It's not showing up. Let's try that again. I might have to do that. Okay, let me just restart it.
28:00
Speaker 2
Yeah. You can also restart your iPad.
28:00
Speaker 1
Okay, so let me ask you. Yeah. Yeah, I'd like to, but let me ask you a question. If I, if I'm changing the Wi-Fi name and the password, is that only of the mesh system or does it also, is it of the actual Verizon router that I'm changing?
29:00
Speaker 2
Okay. Good. Are they all are they are they all solid blue right now? Perfect. It means that they are already connected to the internet. So would you like to change the Wi-Fi name and the password of your network? We can change them. On.ru. Okay. Ah yes. hmm
29:00
Speaker 1
The router has its own password and wife and I.D., but the Mesh system has its own password and I.D. So, which system am I changing? Okay. Okay, yeah, I'd like to, I would like to, um, to set the Wi-Fi name and the password. That way, I can use my app. Okay. Yeah. All right, um, should I join this network now? Okay, let me join the network and see, let me try putting in that password they have.
30:00
Speaker 2
Yeah. Mhm. We will only be changing the Wi-Fi settings of your Linksys mesh system, it will not affect the Wi-Fi settings of your Verizon network because it's a separate network and we don't have access to it right now. Okay. Yeah, correct. You can manage your router settings using the app later. Mhm. Yes, okay. All right.
30:00
Speaker 1
Yes, it worked. All right, great. So, no, but I'm going to install it now. So, let me go ahead and get that installed because I have it on my phone, but I really should have it here on my iPad. Oh, so let's go to the... download the pack okay download Let's go to. This is a lot of work to get these guys to work, huh? Oh, no, no, I'm so I'm so glad for your help. I would never have been able to do this. Okay, it is recommended to allow local network ask access. This is only used to talk to the router. Um, what should-should I allow uh local uh local network access allow okay okay allow okay good okay so now um um I'm
31:00
Speaker 2
O. OK. O. I'm so sorry about that. And thank you so much. Thank you so much for your patience. Um. Yes. Yeah, local access. Yeah, so like local. Yeah. Yes, please. Yeah. No need to use Bluetooth, just use Wi-Fi. Yeah. Yeah, click next. Yeah. Ooh, hmm. Okay. [silence]
32:00
Speaker 1
minutes but okay. Okay. Now it's asking me for a Wi-Fi name. This is where I can... [silence] Okay. Okay. Well, thank you for letting me know that. Okay. And let me put in... Let me put in... [silence] and let's make sure that that's it. Okay. [silence]
34:00
Speaker 2
Okay. All right. Would you like? Yeah, that's where you will put your new Wi-Fi name and password. Okay. By the way, if you will change the Wi-Fi name and password of your network, your device will-- will be disconnected. So you have to reconnect it to the new Wi-Fi name. Okay. Mir, welcome. [silence]
34:00
Speaker 1
uh, continue. Uh, it wants my email. It's, checking it, eh? Let me put my password. Login. let's see if it locks me in. and good uh, linking to your account. just telling me this could take a minute. let's see. good. Creating login access. [silence] Uh, error. Uh, incorrect email or password. Please try again. Uh.
35:00
Speaker 2
Yes. Okay. Okay. Okay. By the way, while waiting, you can reallocate the child node to your desired location. Mm-hmm. Yeah. Okay. You can go back to the Linux app later. Yes, correct. All right. Yes, correct. Yeah, the one you've created earlier and make sure to take note of the password. It is case sensitive.
35:00
Speaker 1
looking for child nodes, keep them in the setup area, which I'm doing. Okay. Oh, the child nodes just turned flashing red. What's that supposed to happen? Okay. Yes, they were blue. No, no they're right here, so I kept it nearby. Um, and right now it's looking for the child nodes. Uh, So, next and then. Um, send that. So, it looked like it found them, but the nodes are still kind of blinking red. Okay, so let's see. Riverside is ready to connect uh to connect your devices to the new Wi-Fi, yeah. But not, doesn't look like the child nodes are are connected. Interesting. Um, so a moment ago when I said that they were all blue, that was good. But probably within the last three, two or three minutes, they started flashing red. So some somehow we. Okay. [silence]
39:00
Speaker 2
All right, let's wait for them to turn solid blue. [silence] Um, when did it start flashing? [silence] Mm-hmm. Mm-hmm. Okay. Okay, can you unplug them from a power source for 10 s and then plug them back in?
40:00
Speaker 1
okay. hide this one there. And there's this other one. Okay, so now they're both plugged in. And. They're both are kind of a solid dark blue. Yeah. No, the parent nodes more of an aqua blue. Is that a difference? Okay. Okay. No, um, that's let's let me, okay. So, um, let's see, the iPad looks like it's on. Looks like the iPhone is also connected. So that's good. um, and then, let me look at the, I've got let's see. So, those nodes went back to solid red, it's not staying connected. Yeah. Okay. Um, they're now flashing red.
41:00
Speaker 2
[DOWNWEIGHT] Oh, okay, that's good. Hmm. That's okay. That's actually good. How about you? Perfect. The child knows twice. Let's wait for about one minute.
42:00
Speaker 1
Yeah, I'm on the app right now. Yes. Yes, right here. Okay. All right. I see nodes three. Let me click on it. Um, it, you know, it shows a router and then two child notes and let me...
43:00
Speaker 2
by the way, can you go back to the, uh lengths app. Okay, are you logged in in the let us app right now? Okay. that's good. can you tap on the nuts for, I I mean, can you tap on the menu bar and then go to network administration? Do you see the parent node there? Okay. tap the parent node and then Okay, tap the parent node. Yeah, the parents
43:00
Speaker 1
Okay, so there it is. I see it and it looks like it's the firmware is up to date. It is 1.1.19.216893. And uh, yeah, okay, let me go back. The child nodes are are showing offline. Yeah, um yeah, they're still blinking right now. Nodes are within range. Nodes with weak signals. If they're still offline, you're nodes may need to be refreshed. Unplug and plug them back. Yeah, Yeah, they're still, um, flashing red.
44:00
Speaker 2
My note is the router, from the version. .okay. How about the child nodes? Are they showing connected or not? Okay. because they're still blinking right now, correct? Mhm. Okay. So if they will not turn solid blue, then we will have to reset.
44:00
Speaker 1
Okay, let's see. Okay. Okay, all right. Ah, one just turned blue. Great. Let's see if the other one turns. I'm still showing offline. Oh, the one that turned blue just turned red again. So, now it's turning blue. Now it's turning blue. Yeah. It's a now it's a solid blue. And yeah, still showing offline. Let me just.
45:00
Speaker 2
and then add them back using the links of the apps. Okay, let's just wait for about one minute. And then if it will not work, then we reset them. All right. Good. All right. So is it showing online in the app now. Okay. [silence] Check if it's showing [silence]
45:00
Speaker 1
maybe a fresh. Let me go back here. Notes, firmware, and outlet. Ah for now, they're now showing both on the app. It looks like one is solid blue and the other one is blinking red. Here, yeah. Okay. And the router is open.
46:00
Speaker 2
Okay. The other node is still trying to connect to your network right now. That's why it's still blinking. Let's wait for it to turn solid blue. Okay.
46:00
Speaker 1
to my desired location? Oh, they just... yeah, looks like they both... the second child node just turned blue. Let me... yeah. Okay. Good, okay. So, now they're all online. Now, I I have a question. If for any reason they go offline again, do I just unplug and then plug and wait for it to go back on? Uh-huh. Okay. [silence]
47:00
Speaker 2
By the way, you can relocate the child note to the working [silence] your decided location [silence] while waiting for [silence] it while [silence] waiting [silence] for [silence] awesome. [silence] You can now relocate yourself. [silence] Mm-hm, okay. Mm-hm. Perfect. Yeah, sure. Yeah, just move them. Uhhh just [silence] move [silence] the child nodes closer [silence] to [silence] the parent nodes and then they should they should reconnect to the network. But if they will not reconnect to the network, then perform the the reset process and add them back using the five press method.
47:00
Speaker 1
Are you okay? You're okay. Okay, wonderful. Thank you so much for your help. I know this was a long, a long time. Ah. It looks like one of the nodes is went from solid blue to flashing red again. Yeah. Yeah, let me do that. Okay. Okay. Hold up. Okay. [silence] Uh this one is now solid blue as well. Okay. Uh-huh. Okay. Thank you very much. I, I truly appreciate your time and your patience and thank you for sending me the setup guide. Yes ma'am, they certainly are and I'm so happy you‖
48:00
Speaker 2
Perfect. You can unrelocate the other child now, as well. Okay. You're welcome. By the way, it's my pleasure to be of assistance to you today. Is everything working fine now? Awesome. Congratulations. [silence]
49:00
Speaker 1
No, I think that's it and I I again, I I truly appreciate your help. I I don't think I ever would have been able to do this on my own. Thank you, Donna. You have a wonderful day. You too. Bye-bye. I
50:00
Speaker 2
the job well done. Do you still have other questions that I can help you with today? So, it's been a pleasure helping you today. Once again, my name is Donna and thank you for calling Lindsey Technical Support. Have a great day. bye-bye. [silence]
50:00