Speaker 1
[silence] Upstairs [silence] [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. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay and will be with you as soon as possible.
00:00
Speaker 1
[silence] this is the new one. Can you do me a favor? Could you write down the serial numbers while I read it in a way that I can read okay? Let me know when you're ready. two zero Okay. write. J, like Jones, two, zero, M, like Mary, three, B, like Betty, nine, one, five, four, one, zero. Jube. Okay, and write down this Mac address too. ready? M, like Jones, A, like Apple, C like Charlie, four, four, one, two, C like Charlie, one, eight, two, C, like Charlie, eight, D, like David, three, four. No, no. Charlie for for. to to. Right. OK. OK. re support. That's the password. That's the password. That's the recovery like. OK. That's all I should need when they contact me. Yeah. Yeah. That would be great. [silence] Yeah, I just haven't been able to get them through. Yeah. [silence] Right. Okay. Eight, one, two, three. Okay [silence] One N K dollar sign deposits. Y dollar sign, login - Okay. Yes, Dave. [silence] Can I connect you to my phone? Continue. [silence] [silence] Got it. All right. All right. All right. logging. No internet connection. We know that. Okay. No. Troubleshoot. Okay, so how do I restart? are having issues would you do is you know his internet yeah outdoors yeah I really don't want to stew and pass this thing. [silence] I wanna know when to issue a new IP address, do I have to do it? What is usually connected with that? Do you really want me to do that? store your water Thank You start your router Unplug it plug it back in your router plug it All right Plugin Okay. Regular tape, please. Thank you. All right. [silence] All right. Let's get back in Let me disconnect this back in okay I don't know How the gather so much fucking hit here Oh again. Okay. okay. Okay. okay. Okay. okay. Okay. Okay. Okay. wait for the light to become so before checking Right. All right. I'm plugged in I go take these downstairs. I don't need them. Take these. I don't need them. What's so funny is um. A six foot cord or or a 10-foot cord. They ended up sending us a three foot cord. But it works. It's long enough. Yeah, they don't [silence] this is definitely three feet so no it's it's fine we are going to keep it on the floor over here though I need one of these but I don't know if that will stretch far enough so because it goes from let's see and then this, right here, goes just from the back of this, and it goes right there. So, I guess in theory, we could use a different one, if we thought that was, that was causing the problem. but we don't think it is. so, alright. So, plug this back in instead. alright. Turn it on. Okay. Main. Jason. Jason. Just say. Okay. need for the white to become salad [silence] chick. Oh, Oh, it's a blink, blink, blink. It's a blink try check. uh uh hi. yes, this is Uh Betsy Ashley. It's yeah. Uh I'm calling because we just, um, installed a, um, a new, uh, Arris uh and
01:00
Speaker 2
Thank you for calling Lindsey's. My name is Nathan. May I know who am I speaking to? [silence] Bathley, Ashley. All right, how can I help you today? How can I help you, Archly?
23:00
Speaker 1
To my surfboard modem and we're, I'm trying to get it to connect back to our, our, uh, our link's this, um, Wi-Fi router and it's not, it's not connecting. Excuse me. I'm sorry. It says, um, it says, it's, yeah, it says no internet connection detected. My email address? Yeah. It's, it's B like, um, Baker, period, Ashley, A S H L E Y at Mac dot com.
24:00
Speaker 2
what's the issue about when you had a problem what is the problem that it generated what is the problem it says do you have a error all right can you give me your email address all right by the way who is the internet service provider
24:00
Speaker 1
of Cox. I just got off the phone with them a little bit ago and they verified that that the modem is up and activated and has a good signal. The Linksys, the model number? Wow, I've got the I've got the serial number and the Mac address. give you the what? Serial number, sure. It's 20 J like Jack, 20 M like Mary, 3B like Baker, 91, 5410. Okay.
25:00
Speaker 2
Uh. Al l right. Can you give me the model of your linguis? Serial number, then. Serial number. Let me ta ok.
25:00
Speaker 1
okay. [silence] How many what? I'm sorry. Oh, o oh it's there's there's two and and and the and the parent one, yeah, the parent one is right in front of me and the other one is upstairs. [silence] Oh yeah, sure. I'll bring it down.
27:00
Speaker 2
My. Okay, I found it. WHW3, just the model of your router. Tell me, how many units do you have? Or whd W3? One, two or three? Whd W3. This model is a mesh router. It comes in a pair of two, three, sometimes one. How many do you have? Can you get the child node and bring it here?
27:00
Speaker 1
Okay. Gotta find where to plug this in. Okay, I've got it. Plug, plug both of them into power. Okay, okay, hold on. Okay. and um the parent the parent one is blinking red and uh the other one is just now coming up. Yes sir. Yes sir.
28:00
Speaker 2
All right, can you plug it to power? yes Mhm. All right, it is connected to the access, right? surf board all right then the parent one while waiting for the child, can you press the reset button and hold it for 30 seconds. How was it this color [silence] The child knows
28:00
Speaker 1
You all do the same? Sure. OK. You think? Yes, OK. Yes, I understand. OK.
30:00
Speaker 2
do the same, press and hold. Okay. Okay. Okay. Just for information, your router is already end of support, meaning end of life. But and warranty is already expired as well. But don't worry. I will help you restore the internet service on the router, but if this is a hardware issue, I cannot replace it because of okay. Phone support? Yes. Okay. Okay. So tell me the caller on the phone.
30:00
Speaker 1
Okay. Um, the, the parent is, is, uh, steady red, and I just, flick go the reset button on the, on the child one. So. Uh, uh, it's, it's red. It's like, you know, it's not magenta, it's just red, I think. [silence] Oh. Turn it upside down and tell you what? Okay, sure. Sure. Um, the, the setup Wi-Fi name is, um, it, is that underline? And then it's, um, V-E-L-O-P. Oh. Oh. Setup. DOT.
31:00
Speaker 2
steady red is light red magenta color something like that then you turn it upside down and tell me what is the default? Network name underneath the mother-nodes network name or Wi-fi name underneath the Yes
31:00
Speaker 1
David, 34. Did you say you needed the password too? Or no? Okay, okay. Okay. It's also solid red, exact same color as the as the parent. Okay. Five times. Okay. Okay. One, two, three, four. Five. Oh gosh, now it's yellow. [silence]
32:00
Speaker 2
all right no no no need uh huh how about the child note what is the status of the caller all right on the parent note I need you to press and release the reset reset button do not hold just press and release one press per second and do this five times one press per second do not hold release five times
32:00
Speaker 1
Okay. Um so now it's, it's like blinking an amber color. Oh I should do that on that one too. Okay. Oh the, the child, yes, the child node is red, same color. Okay. Okay. No, no, no, no, no. Uh-uh. Um it's it's the, it's the absolutely the same. We didn't change the Wi-Fi for anything. Um our problem was that our our um our connection was just repeatedly dropping and everything we read said that we should be replaced.
33:00
Speaker 2
about the child uh no no no no just observe don't uh don't uh observe only okay uh keep it it will react after the mother uh is configured it's trying to reconfigure now did you change the wifi name of your router
33:00
Speaker 1
You know, we got the modem, the new modem that just came in the mail today. Okay, it's still doing, oh, okay. It's, it's that greenish color right now. It's a solid green. Okay, and now the child one is blinking red. Okay. Uh, you know, the Wi-Fi name, we didn't change it. It's um, you mean like the name for the our Wi-Fi in our house? Uh, it's, it's, um, uh, it's, it's had rain. Yeah. Okay. Oh, yeah, absolutely. Yeah. And it's,
34:00
Speaker 2
Ok. D, that's good. What is your old wifi name? You remember? Yeah. Hard rain. All right. We will restore your hard rain so that all other devices will automatically connect to the hard rain. You remember the password of hard rain, right?
34:00
Speaker 1
It's H-A-D-R-A-I-N. and yeah I have on I was looking at trying to figure it out on my own, but then it got way above my head. Um, so I'm using, I'm using my um my um my uh iPhone hotspot to make my iPad work, so I can see what the link stuff says. so uh the the the my tablet yeah and okay neither uh
35:00
Speaker 2
All right. Did you install the linksys app in your phone? That's alright you can pick set up. All right. Now, this is what you can do. Um, your Linksys app is installed on the phone or in the tablet. All right. Can you connect the tablet to the Belops setup D three for [silence] go to the settings on the tablet and then [silence] select Bell Bell setup D3F Bert setting Wi-Fi. [silence].
35:00
Speaker 1
Oh, wow. Hey, man, it came up. Yeah. Oh. Okay. Okay. Okay. So if I have, you said if I have the Linksys app open, I should close it. Okay. Hold on. Okay. Let me. Yeah, because it's definitely open. Should I log out? Uh. Oh, you want me to like delete the app and like-
36:00
Speaker 2
yeah [silence] yes you have internet but the Wi-Fi name is still ball of setup we will rename the Wi-Fi to Adrian okay now [silence] now open the links up if it's open close it [silence] yeah yes and then open it again [silence] how about time to uninstall and reinstall the application so that you can get the latest version
36:00
Speaker 1
Uh, okay. Um, will that make me lose everything? No? Okay. So I, okay, so I'm gonna hold on to the app. And then, I'm gonna go to options, and I'm gonna, um, remove the app. Okay. Okay, remove app. Okay, delete the app. Okay. So that's what I'm doing. I'm deleting it. Delete this. And we'll also do the Ok, judge. Okay, delete. Okay. And then I have to, um, download it again, right? Okay, so I gotta go to the app, gotta go to the app store and find it. So, hold on. Um, I N K S I S. Linksys smart Oh, no, wait. Linksys Vi.
37:00
Speaker 2
Yes, something like two letters L's, blue color with a I, and then the background is black.
38:00
Speaker 1
So I'm on the Linksys website. Is that where I'm gonna find the app? Oh, the app store. Oh, what idiot. Okay. Okay. Yeah. Okay. I'm downloading it again. Okay. Open. Okay. Okay. Okay allow. Connected via Dear T-A-model. Gordon and I-net. Used router. Ready to connect. Okay, so it's connected. So I'm seeing it's connected. Additional nodes. The router. I did that. Everything is finished adding up. Okay, it's sorted. Now it says add... I'm sorry. Please double-check your access to the app.
39:00
Speaker 2
Uh, no. You should go to the app store. Good, good, great.
39:00
Speaker 1
checking for the internet and it's already okay name your Wi-Fi okay so that's where okay okay all right um capital H capital W yeah yeah yeah okay okay next all right okay so we just did all of that in hit continue okay now I can log in again um you know, I, uh, never, uh, I just realized that, like totally forgot about the fact that it was made a name, which,
40:00
Speaker 2
you can restore to hard rain. you can change it to hard rain.
40:00
Speaker 1
But makes sense. I just forgot. Oh, okay. I'm. Okay. I'm just doing what says says the the the password in this name thing again. Okay, log in. Okay. So now, your account. Oh, I don't know how to. It just it sorry. It just did it on its own. Sorry. Is that like a bad thing? Cause it's It just, it's just going on its own happy way because it wanted me to it wanted me to put in my
41:00
Speaker 2
Okay, skip for now. Linking the account. Do not do that one. Skip for now. [silence]
41:00
Speaker 1
My my my email and my password. Now it says it's configuring the Wi-Fi network. Is that okay? So it's almost, it's almost done configuring the Wi-Fi network. It's, it's like, it's like 80% done now, so it's still doing that. Um, it's and, and,
42:00
Speaker 2
... you're doing great, no worries, sorry. You're doing great. [silence]
42:00
Speaker 1
Okay. And and you know what's weird is that the parent node, um, uh, the green, the green light that meant everything was cool. Oh, now it's back. Yeah, now it's back. Okay. All right. The child node node is on that um the right color, that green color. Says. And so it says, it says now, local network access is required to continue setup. This is used to OK. OK. Um, um, and then it says, then it's, now the, now the child one is blinking red. I guess it's doing it like it should. Oh. Okay. So it says, follow these steps to allow access. Tap the button below to go to settings. Then it says, turn on the toggle switch next to local network. And then return to the Linksys app.
43:00
Speaker 2
[silence] It's okay. It's testing. How about the child now? [silence] Alright. [silence] Yes, because go ahead, read it. Yeah. It's okay. Give me that day. They're trying to reorient that.
43:00
Speaker 1
So that's what you want me to do. Okay, so I go to settings right now. Okay, go to settings. And I, oh, okay, and now my Wi-Fi says handshake. And, uh, it will it says Wi-Fi had ring and then it's then it says, um, allow links us to access Bluetooth. It says, okay, that's green. Okay. Um, and Apple intelligence, you can do something with and then search. And then then there's a search button. You can do something with the search button. And then it says background app refresh and that's on.
44:00
Speaker 2
the reason is the reason is you were previously connected to Bell set up you know are you renal the Wi-Fi so you were disconnected all you have to go go to the settings instead of going to Bell set up go to the honey rain get let go ahead Good.
44:00
Speaker 1
Yes. Yes. Yes, I am. I'm sorry. Don't. Okay. Okay. Go back to the Lynx app. Okay. Uh, uh, where the heck did it go? Where did it go? Sorry. Hold on a second. I'm getting it like. There it is. All right. Uh, all right. Okay. Now it says, now let's connect to your new Wi-Fi. Go to your phone settings app and select your new Wi-Fi. Okay. Hit next. All right. I got it. All right. Now, okay. It's, it's, uh, uh uh okay well it um uh it's it's okay so it it's go it's going it's going back to the same thing it says it says now let's connect to your new Wi-fi step one go to your phone settings and select your new Wi-fi and i i mean i did that on my on my iPad not my phone and then it says step step two once connected return to this app and tap next below so should I do it on my phone okay so so my iPad is connecting to head rain yes um and so it does it's okay so hit next okay next please wait
45:00
Speaker 2
okay the tablet is uh no no tablet we are talking the tablet just on the tablet let's do that later on the phone on the tablet and then if you are connected the tablet is connected to hot rain then select next all right select next
46:00
Speaker 1
[KEEP_UNCERTAIN] [silence] Okay. [silence] Okay, look for your child nodes. [silence] Just [silence] look [silence] for them in the setup area. [silence] Okay. [silence] Okay. [silence] It's like about halfway done. [silence] looks like. [silence] Okay. [silence] Okay, it says your network and then it tells me what it
47:00
Speaker 2
Next time, don't worry take around two to three minutes.
47:00
Speaker 1
[silence] Uh, we only have the parent and one child. And if I, if I do what to them. Oh, where it says go, where it says go to dashboard, is that what you mean? Okay, go to Dashboard. Okay, hold on. Okay, it is. Hold on.
48:00
Speaker 2
Next and then go to the dashboard. OK next then go to dashboard. Next. All right. How many nodes? OK click the nodes. Click the nodes. Yeah, click the nodes on that right side the screen. Yeah, go to the dashboard first.
48:00
Speaker 1
Okay, now it's doing it. It says it's getting the router settings. Because I hit go to Dashboard. Okay, get notified of connectivity issues, yeah. Let this allow. Oh, it can go away. Okay, so, all right, so now I have the head ring. It lists the number of devices, and it lists the two nodes. Okay, so click on two nodes. All right, Internet, mm, mmm. It says Internet, then it has router, and then it has the link systems. Okay, hold on. Let me click on this. Uh, how do I knno how. Um, oh, I'm trying to figure out how I tell the child from the other one.
49:00
Speaker 2
click the nodes go to the child node click that one tell me what is the signal sent The other the first one on the top is the mode
49:00
Speaker 1
Okay. Okay, hold on a second, let me go back. So, oh, I got, oh, I got it. Duh. All right, I'm sorry. Um, you so you want to know the child one, right? Okay. Uh, it says, um, signal strength. It says it's, um, what the heck? It's like negative eight DBM. Okay. Okay, so, so what I, wait, wait, I'm sorry. Okay, so what, the number, the value I wanted to be not what. Okay, not more than, not more than, negative.
50:00
Speaker 2
mother node, the one that I row, there's a line going down that's a child. Yes. Negative. M. Okay. The value that you need to maintain is not more than negative 69 dBm, right? You move the child that that it will decrease. The value that you need to maintain is not more than negative 69 dBm.
50:00
Speaker 1
69. Okay, so then, so then the negative eights okay. Okay. Okay, you, you want me to unplug the child one and put it where it goes? Okay, I just I just wanted to be sure. All right, hold on a second. No, that's okay. Unplug the child. All right, so I'm unplugging it. Just pull it back up. Just pull it back in. Pull. Okay. All right, hold on a second. All right, plugged it back in. Okay. All right, it It's blue. And so, we need it to go to green, I think, right? Okay, let's see. It's blinking blue. Oh, uh-oh, it's red. Oh, no, wait. Now it's blinking green. Blink, blink, blink. It's green, so it should be blinking green now. Okay. Oh, it's blinking, it's blinking blue again. Oh, oh, it's blinking green now. Now it's red. Red. Okay. Okay. I mean, I've never imagined I'd be rigged out by the colors of stuff blinking. Like, which is good, which is bad? Wow. Red bad, green good. Okay. Okay. Okay, there we go. [silence] [silence] [silence] [silence] [silence] Okay, there we go. [silence] [silence] [silence]
51:00
Speaker 2
Okay. It turned to green too.
53:00
Speaker 1
We got green. Okay. Okay. Okay. Hold on. Okay. So I'm still on the app. The linkedin app. You want me to close it and then open it again? Okay. All right. That's what I think it's doing because I went back and it's spinning. So I think it's refreshing itself. Okay. I'm back on it. I don't know if it's refreshed itself. I honestly don't know how to how to tell you.
54:00
Speaker 2
Okay, okay. Open the Lindsay's up again. Close it and then open it again. [silence] Okay. [silence] Refresh it, go back to the main dashboard. [silence]
54:00
Speaker 1
I don't know if I did or didn't, but but I'm back on the I'm back on the app. Okay. And you want to know the the child thing again? the single strength? Sorry, I don't, I can't hear you. Okay, the single strength on the child node. Correct? Okay. Um, you know it's right now it just it just says there's there's just a blue dot. It doesn't have a number.
55:00
Speaker 2
you can't try. So, uh, it's about where you want to do it and probably the, the strongest signal where you are.
55:00
Speaker 1
Okay. Okay. Okay. I'll close the app. All right. I'll close it and then we'll, okay, so that's why you wanted me to do that. Okay. Uh, okay. I'll close it. We'll close it. We'll close it gonna go back in going back. It's, it's, all right. So now I'm back in. and it's doing its, typical, getting router settings. Okay, it's negative 45. All right. Speaking.
56:00
Speaker 2
Okay, it it will take time and then it will go back. I'll go back again, close it up and then try to refresh it. Ah, that's a good value. It's a good value. So, you are good. [silence]
56:00
Speaker 1
Okay. So we're, we're back up. and yeah, so we're back up and running and, and everything. Thank you, sir. So much for your help. I uh, really, really appreciate that. Yes. Okay. Okay. Thank you. Thank you. Yeah. Yeah, it is. So yeah, so maybe we'll, we'll get this on the replacement uh, on the replacement list uh, soon as well. But thank you so much for getting it back um sync tip. I really very much appreciate it. Okay. Thank you. Take care. Okay.
57:00
Speaker 2
Are you good? Apologies for the long wait. We have so many calls today. But I'm glad everything is working fine and just in case you need additional help, you can call our phone support anytime. The hardware. uh That's that's arguable. Uh your answer already. I did for the past six years, but still working, right? You have a good answer. So phone support. Ridney. You too as well. Good health and God bless. All right. My name is Nathan and my pleasure serving you. Thanks for calling me. This. Good afternoon and good night. Bye-bye.
57:00