Speaker 1
[silence] Serial number ready. Hi this is Frank I'm looking for uh help on uh develop. Is this the right place? Okay. Oh I I've I'm fed up with these things I can't uh I've had a I've had uh I've been given misleading information from uh from the Velup team before uh [silence]
00:00
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. Thank you for calling Linksys. My name is Fredo. Looking out. Yes. And how can I help?
00:00
Speaker 1
And, uh, I jumped when I had because I got more information, they said the old nodes I had aren't compatible with the node that that woman told me to buy a couple probably, it's probably been a couple of years. Um, so I upgraded and got, uh, your, what did I get? I got so many numbers here. Your MX 4200s, I have three new nodes, uh, and I supposedly they're, uh, connected to my parent node, which is an M, an MBE 7000. And my, my internet is just nothing's working. It'll stay on, then it'll go off the Wi-Fi, it just, the nodes'll be, they're all connected and then they're not connected. It's, uh, getting really frustrating.
01:00
Speaker 2
all right let me see what I can do with that also I can see your account right here are you pranked cop
01:00
Speaker 1
Yes. And I'm on the, uh, Lynx's smart Wi-Fi page. I, I mean, I've tried, you know, I was pretty good at this. The old ones, it's funny. The old ones had been working for a couple years. Then all of a sudden they weren't, then the man I was talking to said, well, they're not compatible with what you've got, or with the parent node. And, and you know, you, you can understand how that's frustrating because a woman made me told me I had to buy that other node a couple years ago. Um, but anyway, it, it, they always seem to have a mind of their own. But, uh, I wish I. Yes, that's, that's what I've got as my parent node because that was already on the system. I can't even tell you what the old ones were.
02:00
Speaker 2
right, alright, so you got me in the line, let me see what I can do. And also, you, you said you got 3 MX, 4200 and you also have 1 MB, 7,000, right? Four nodes total.
02:00
Speaker 1
Where I got rid of, uh, you know that I replaced. It doesn't matter. They're not hooked up and they're not here. Yes. The serial number 7,000 is 59A10M2BD03498. It's white. Let me double check. Yeah, it's white.
03:00
Speaker 2
Okay, can you give me the Serial number of the MB 7000? All right. Thank you. What is the light of the MB 7000 right now? [silence] but to light up dose MX. but to light up dose MX 42
03:00
Speaker 1
Yeah, I apologize. I don't know what I was thinking. I could have just walked around with the phone and talking to you. Um, they're all all of them are blue, but one, and it's red right now. And that's what's been going on. The the one will go to red, the other one and shouldn't just one it's not that big a house, just one of those should should uh, you know, broadcasts the whole house, but right now I've got one out in the garage and it's red. It may be blue by the time I go back out there, but. But I've had they all have been connected. You know, they've all been blue before, and and they they they change. They go from blue to red. And then and then the TV goes off.
05:00
Speaker 2
we're we're we're we're gonna read it later we're gonna for sure we're gonna set that and re add it but we'll I'll just say got
05:00
Speaker 1
yes Windows yes this one's Windows that I'm using 11. the uh the computer is actually both I have Ethernet hooked up to it and and and Wi-Fi that's the same as the TV the TV's got Ethernet but I can't get it to hook up to the Wi-Fi it has in the past but we've got AT&T fiber optic Okay, that, this is what's interesting. Uh, I, right now, uh, I'm, I'm, uh, I've got the web page open to, uh, uh, the LinkSys smart wifi, but when I try and do it, it won't, I, you know, I don't know what you're going to tell me, but when I try and get to that same page on Chrome, it won't go there. but anyway, okay, I've got Chrome open. My router. One word. So no spaces. that.
06:00
Speaker 2
browser would Grab Chrome open equal Google Chrome you right? gonna try. Yeah go to my router info. That's info one word yes crew
07:00
Speaker 1
We'll randomly put some other stuff behind it. Should I take that out of there? Okay, got you. Okay, that's funny. That way it got to the regular sign in page. Okay. Access router router password. I'm gonna close it out to the other browser. Does it work better with Chrome? Because actually, the stuff that came up is a little different. Ha ha But anyway, that's all right. Let's just figure this out.
08:00
Speaker 2
Yeah, just take it out and just type in manually, my router info and then enter. What do you see now? I just wanna make sure we're on the same page. All right, I had to your router password. [silence]
08:00
Speaker 1
Okay, it's open to the Uh Linksys Smart Wi-Fi tools page. So CA way at the bottom, yeah. Oh. Wait a minute. It's it's it's rotating it's loading or doing something. Okay. Okay, this time just just for your information. This time it says no internet connection. Now it says connected.
09:00
Speaker 2
Okay. scroll down all the way to the very bottom at the very bottom lower right corner of the screen you will see a letter CA. Kind of small but you'll find it there. CA. and click that. You'll be prompted to the same page without the CA, that's okay. So just go to uh... Let's do the Wi-Fi settings first. hmm? Okay, okay. Alright, let's go to Wi-Fi settings. No actually, let's go back. Click okay, hit the okay button and let's go to troubleshooting.
09:00
Speaker 1
So you said go to where? I'm sorry. Wi-Fi settings? No. Troubleshooting. All right. OK. Got it? Yeah. It report firmware version 1.0.14.216607. The diagnostic, is that what you said? Wait a minute. I hit the diagnostic, and I am not... Oh, internet address. Uh, IPV four is 192.168.
10:00
Speaker 2
Troubleshooting. No trouble shoot. OK. And, and then Troubleshooting the, there are three tabs. First tab that, that is click the report. Select report and give me the firm, versie. OK. Select diagnostics tab. That's the second time. Yes, correct. And then give me the the internet address IPv4. Yes.
10:00
Speaker 1
68 dot 1 dot 250 okay. Gotcha. And WiFi settings. All right? Okay. Correct. 5 gigahertz is on. You said password, can't be. Channel is auto.
11:00
Speaker 2
Okay. Exactly what I thought it is. Okay. Alright. Okay. Let's go to WiFi settings. Click okay. Hit the okay button. You'll see two 4-in-1. The first tab, you'll see 2.4, 5 GHz, and 6 GHz. What is the channel? The 5 GHz. Okay. Change the channel of the 5 GHz to 11. Oh no. [ silence ]
11:00
Speaker 1
48 5.4 okay 48 dash 5240 gigahertz okay the five gigahertz security mode oh I'm sorry WPA2 slash WPA3 mixed something. Wait a minute. Oh, I said, I just click on it. WPA2 personal, okay.
12:00
Speaker 2
And what is the security mode of the 2.45 gigahertZ. So, probably what's going on is that your devices, doesn't support the three um security modes. I mean, not all of them, but probably some of them. So, what we're gonna do, we're going to set it to standard that's WPA to personal. So, set it to 2.45 and 5GHz security mode to WPA to personal.
12:00
Speaker 1
ok is what on yes I did WPA 2 personal then on the 5 band is WPA 2 personal and then on the 6 band is WPA 3 personal and on the 2.4 is WPA slash WPA 3 mixed personal
13:00
Speaker 2
Yes, so we can match it to your MX, uh, 4200 security mode. Maybe that's the reason why it skips, keeps dropping. Yeah. Um, so is it done? Uh, are you done changing the security mode? Is it now two personal, WPA2 personal? Um, let me just make sure so the channel the 2.4 is set to Auto. Sorry to cut you off. And the 5 gigahertz is, um, 48. Now, and there's a security mode for both 2 and 5GZ. It's now WPA2 personal. Correct? Just checking. Hmm. Okay. Oh, okay. Just change the 2.4 to WPA2 personal. [silence] correct. that's for those devices that support 6 gigahertz so you can change the security mode of that. it apply. yes, try. yes. Oh, do you want to turn it on? are you using multi link? if no, just go ahead and... oh, ok, just go ahead and do it. proceed. yes.
13:00
Speaker 1
Okay, I don't understand about your router applying changes okay. I don't understand what multi-link is. You
15:00
Speaker 2
Yeah. Okay. By the way, just a quick question because I really suspect that you're using a gateway modem and I think you do based on the internet address IPP4. And that may be also one of the reason or part of the reason while it's dropping. Maybe some of the devices are connected to the gateway modem and when you're changing, I mean, I'm not really sure, but interrupting the uh Wi-Fi of your mesh nodes. So you might need to disable that or that or you can make use of the same Wi-Fi. We just change the channel so that it can obtain a new or optimize the channel, the Wi-Fi channel of your browser. Yeah, we can try it after this. We can try it. [silence] Okay.
15:00
Speaker 1
you lost me. I mean, I have a, you know, the AT and T uh is a modem router built all in one. You know, you're familiar with those, I'm sure. So, okay, you want me to hit apply? It brought up that same window again. Oh, you mean you can go check the nodes? Okay, should I hit apply on this Wi-Fi settings window again? Okay, gotcha. All right, let me go check for you. This time I'll carry the phone so I can tell you while I'm walking. Uh, yeah. Okay, wow. Okay, one of them in the bedrooms. Okay. Uh, which one is it? Um, yeah. It's really choppy over here. Um, yeah. Okay. One of them in the patio, um, bedroom. Um.
16:00
Speaker 2
pass to your device. I know, that's okay now. So can you check if those devices are now connected, those devices that aren't connected before? Go, go check the notes. Yes. Also, uh, just click OK. it's already applied.
16:00
Speaker 1
Okay, I've got one of them. One of them, the blue light is blinking slowly. It's not a solid blue light yet. Yes, yes, they were all solid blue except this one I'm going to now in the garage. And it's still red. No, no, I've got to go back to the. Let me go back to the office. You can check the parent node. Okay, I'm back at the computer.
17:00
Speaker 2
Okay. Hm. All right, let's reset that and let's put it back later. So for now, press and hold the reset button up, dial it down. but was that solid blue before? Okay. And when you have a restoration like REO, I usually like to, uh, because, you know, I don't know, we dabble, it's a good thing sometimes. Oh. Okay. Okay. and when they're all turned solid blue, uh, we're good, we just need to observe the connection for the next 24 hours to 48 hours. So once it's once the nodes, all the nodes showing blue light except the MB7000. You can observe the connection for the next 24 to 48 hours. Observe just observe the connection for now. We're not suggesting more settings because I think that's um enough for now. It's it should be working. I know I'm going to stay in the line just to make sure they're all working, but when they're all turn solid blue, that means it's all good. So what's the light of the [silence]
17:00
Speaker 1
Okay. I have to go back. I have to go back out there. I understand. I thought you said I had to wait 24 hours. Um, let me check. Let's check the one that was blinking. Okay, the one that was blinking, I'm blinking slow blue, is now solid. And I'm heading to the one in the garage. Yes, it's solid blue now. Let me yeah, well I got one more to check. Let me check the one on the bedroom. Isn't it true that even if I only had one of these, it should broadcast to the whole house? Because it's real, it's funny, but I guess the stuff you've changed, hopefully we'll fix it. Yeah, that one's blue. I'm heading back to the computer now. It uh, yeah.
19:00
Speaker 2
All right. My bad. So what's the light of the the last one? Uh, you said it, it said it, huh? My bad. Okay, good. so all the blue so all of them right so
19:00
Speaker 1
[KEEP_UNCERTAIN] It's just been real spotty, you know, going on and going off and um Okay, I'm back at the computer and all of them are blue. Oh, I just said they're all blue now and, uh, um, there was, there was something I wanted to ask you here. There was, uh, I, I'm trying to find it. It was, uh, for a while there it it had some somewhere on here, let's see, connectivity. It showed devices, you know, and it only showed one of the notes and I, I didn't know if I was supposed to have them all showing or not. They all [ silence ]
20:00
Speaker 2
okay, cool. it's good to hear. but yeah, um, so I'm not sure I understand your question. like one more time? OK, what's your question? sure. what is it?
20:00
Speaker 1
They've all, they've been connected. I mean, they're all, uh, you know, connected. But that's all right. It seems, we'll just see if it's working, you know. I, I can't tell you right now because, uh, you know, you can sit here for an hour and the TV'll work and then, uh, well, the TV, that's the thing that's strange. Do you have any idea what, the TV, um, even when it's on just, uh, on ethernet, it will go on and off. Does, do these things interfere with that sometimes? Right, right. Yeah. Well, I haven't lately, but I mean, I've done that before and I've, I've tested them. And the other thing is, we, we're on AT&T, uh, uh, streaming.
21:00
Speaker 2
Ethernet should have no wireless interference, so it should have a direct connection and be good, actually. I don't think there's there's a problem with it. unless you have a faulty Ethernet cable. Did you try swapping cable? Mm.
21:00
Speaker 1
So, you know that the part of the TV works off ethernet and the other part has to go off the uh, you know, it goes off the wi-fi, but, but anyway, we've made some changes. Hopefully, it'll work and I'll, I'll know in a, in a few hours, I guess. Yeah, just use the phone number that makes it easier. They've got it, thank you. No, I I think that's it one thing at a time. It gets pretty complicated, but uh hopefully those changes you made are maybe helped it from bouncing around.
22:00
Speaker 2
I do think it will work, but, but yeah, uh, you can try it. Um, you can try it out for now and let's, let's see if it's really working. But I do think it will work. I have your ticket number right here once your actual ticket number. I can make use of your phone number as your ticket reference number. Okay, cool. You have questions, other questions you want to ask or anything else I can help you? All right, fingers crossed. Um, thanks so much for your patience and your cooperation.
22:00
Speaker 1
All right. Thank you. OK. goodbye.
23:00
Speaker 2
I hope you have a good one. You take care. Thank you. Bye. Bye. Bye. Bye.
23:00