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. [silence]
00:00
Speaker 1
Yes, this is Mike Colby. I'm calling from northern Wisconsin. And I have, um, I have six nodes and, uh, we have a family resort and I've had, I've, I hooked, uh, um, three of them in the main cab, I mean, in this cabin, main cabin, and I hooked one in the bungalow and they all work. And then I hooked up another, I have the other two that I want to hook up in the cabin up a little higher. And, um, so I brought the other two nodes out. I
02:00
Speaker 2
Thank you for calling links this is how can I help [silence]
02:00
Speaker 1
took them took them out of the box and uh one turned blue right away the other one was red so I just and then it said an update is due so I I'm doing the update and it says restarting and it just keeps spinning around that house and uh the two nodes that I want to bring up to the other cabin are uh blinking red Oh crack probably about uh a half hour or more Pardon? Yes I'm uh adding two more nodes
03:00
Speaker 2
[silence]. Okay how long has it already been spinning sir loading on the app after the update? Mhmm. Uhm, are you adding sir a child node to place on different locations? Mhmm. Uhm, are you adding a child node to your existing network?
03:00
Speaker 1
I have All together I have Six Nodes. Four of them are working and then I was the update and then I thought why might as well as long as the update is there so I plugged it plugged them in and that and turned them on and uh push the red button and then it says it's restarting and it says it takes two to three minutes and it still hasn't uh restarted. What do you want me to do? Okay, all right. I'm 75 years old, so htar to Let me get a magnifying glass, okay? Okay, thank you. You're very kind.
04:00
Speaker 2
okay before we proceed with that one, sir, let me gather details first. can I have at least one serial number of one of the nodes that you have that's not working? okay, sir take your time no worries. [silence]
04:00
Speaker 1
Okay. It could be any node, huh? Okay. The serial number is two zero J two zero M three one B two five six seven six. Yes.
05:00
Speaker 2
Yes sir, just any nodes at least one. Sorry sir, two five six seven six. okay thank you so much sir let me just pull the one up here and who is your Internet service provider, sir? [silence]
05:00
Speaker 1
Norvatle in cable Wisconsin [silence] What's that the model number? [silence] Okay, just a minute. [silence] Envelope set up 31C. [silence] What the hell model number? [silence] Where would I find the model? [silence] Oh, here I see it. [silence] WHW03V2. [silence] I have um, [silence] Okay. [silence]
06:00
Speaker 2
okay okay so this one uh sir shows the model number WHW-03 right okay yeah okay okay sir thank you so much and how many WHW-03 do you have sir aside from the four nodes you've mentioned that already working right [silence] oh okay that's more than enough [silence] sir okay then that uh that would cure a lot of boxes over there probably? okay okay thank you so much sir.
06:00
Speaker 1
The other the other model number is MX 5 5 0 0. Just in here. Yep. Yep. Yep. Yep. Yep. That you're absolutely correct for that, right? That's so on it's a w w h w 03. Right. Uh M as in Mary I as in India K as in kite K as in kite.
07:00
Speaker 2
MX 55.00. and then the model numbers sir that are not working is the WHW03. OK all right let me create a case ticket here surface for documentation purposes can I have sir an email. I'm sorry I'm having trouble finding that that information. Okay um so then sir just to confirm this device is on top of or near and interference device. OK so then the time frame sir of this issue is when this device is connected to the. SBCglobal.net. Okay. All right. And then, first name and last name, sir, for the account holder. Sorry, sir, COB. Oh, okay. Thank you. Thank you, sir. And this is the best call back number, right? In case the call gets disconnected. The one that ends in 7711.
07:00
Speaker 1
Just two of them, just two of them. And those are right. What I mean that of that, of that, uh, model number, uh, W-H-W-O-3, one of them was working and two were still in the box. They'd never were taken out. And then that, and then that update came too. So, and that's when the trouble started. Uh, it's spinning around the house.
09:00
Speaker 2
And how so how many nodes here are blinking red? You've mentioned that there are nodes blinking red. Just two oh okay. And then those two are the one that you're trying to add right? Okay. Is that also the node sir that you just newly purchased or this one was working before for the WHW03? Mhm. Okay. Okay. But what do we have on the app right now sir?
09:00
Speaker 1
And it says, restarting your Wi-Fi. This takes two to three minutes has been beyond that now. Oh, we'll double check. It was when I looked at it again as I was going through this. Oh, here, now it came on. But those are offline. It says something went wrong and we can't talk to the server. Please try again later. And I'll check that. That's blue.
10:00
Speaker 2
um, and the parent nodes here or the main router, uh, the master node, is that working? Like, do you have a solid blue on that node? mmm, okay,
10:00
Speaker 1
So we're okay on that one. yes, I do. Okay. Okay. The ones that are offline, hang on here, it's spinning. It is the two, yeah, that those two that I wanted to get. Just are working. How far are they from the modem or They're not that far. They should be reached.
11:00
Speaker 2
okay so can you do you have an option sir to go back to the main dashboard of the linksys app okay alright and then those nodes sir that are offline how many nodes was that two how how long is how far is I'm how far are those two child nodes sir that are blinking red right now that's not yet connected from the main from the main from the master node yes how far are they
11:00
Speaker 1
will remove node from this network okay it doesn't show the other one all right okay remove this node okay it's removing one of them but the other one didn't show up of the two nodes that weren't working.
12:00
Speaker 2
okay because what we'll have to do sir since those are still showing offline we will have to remove them on the link app can you select one of the offline nodes and then check if you have an option to remove it off the network yes those two okay yeah so you were only you were only able to remove one nodes there of the list [silence]
12:00
Speaker 1
recognize one of them is just, as being offline, it just showed one offline and the other one didn't even appear yet. Okay. It says last five connections. Last five connections. I don't know why it's saying that. Okay. Okay. Now it says four nodes. Four nodes are but the two Okay, they're off. The one note is off. Okay. You hear what I'm saying? I just had dental work, so I might be hard to understand sometimes. Okay. Um, just the two that I'm trying to get. Those are those that uh, [silence]
13:00
Speaker 2
Ah, okay, so but right now. Well, that, yes, sir ah that's fine, sir Here's good so how many, sorry, how many nodes are blinking red sir Okay, but
13:00
Speaker 1
W H W AIR WHAT ? WHAT uh huh. Right. Right. Two of them. Yeah. the one that showed offline I removed. the other one didn't even show up. Okay. I'll do that. Do I turn them off before I uh remove ? Okay. Oh, I appreciate your
14:00
Speaker 2
in total you have six nodes in total, right? When Matt okay. Um, you have six nodes in total, right? One parent node and then supposedly five child nodes. And then we currently have one that's offline or we remove it off the link. She's okay. Okay. All right. So, um, I need you sir, if it's possible for you, um, can we grab those two child nodes, I need you to move it closer to the master node, at least five feet. Okay. Yes, turn them off, sir and then we move them near to the parent.
14:00
Speaker 1
Help, so much. I program robots and everything else and all of a sudden I ran into this and I'm I I retired, so I'm 75 years old. So, things are a little harder for me. Let's see, I gotta find a home. That's cool. That's the other one. Mike here. Okay, Harry. Can you hang on here
15:00
Speaker 2
Okay, let's give them some time sir. We have to let them recover at least two minutes. And if you need to do something else while we're waiting, you can take your time, okay? I'll let you know if it's two minutes.
16:00
Speaker 1
We didn't have done this. I knew I was going to have any problem. Uh, okay, here. I'll check now. One is blue and the other one is blinking. One is green, I mean. And one is blinking. One is blinking red. Okay. How do I do that now? Okay. Yep. All right. It is open now. I see for the router, main router, which is one of the -- I mean, parent node. [silence]
18:00
Speaker 2
How's the light so far, sir? Sorry. Okay. The one, sir, that is green, can you double check if it shows on the app? Um, just open, sir, the Linksys app on your phone. But you still see 4 nodes online?
18:00
Speaker 1
And then I have the links is uh, links is and links is, but the other two are not showing up. One is blinking red and the other is blinking and the other one is just blink. Now they're both blinking red. One is red at the front is blinking. Okay. On both of them? Okay. of the ones that don't work, right? And how long do I hold that button, reset button? Okay.
19:00
Speaker 2
ah, okay, I see. ah, okay. That's fine sir. So I need you to reset them sir. So we need to reset those two child nodes one at a time. You can choose any nodes you'd like to start first. Press and hold the reset button at least 30 seconds. Both of them sir but you have to do them one at a time. So you can just choose any node you'd like to start first. Yes of those nodes that doesn't work. Uh, 30 seconds sir. 30.
19:00
Speaker 1
is it 30 seconds yet? Okay. Um, the light went out and now it's a a pale blue. Okay. And now I'll push the other one. Okay, okay, it went out and now I see 32nd.
20:00
Speaker 2
Not yet sir. How's the light so far? [silence] You can let go now sir. [silence] Yes same thing sir when the light goes out and if it turns back solid blue you can let go because that is already thirty seconds.
20:00
Speaker 1
[silence] [silence] it's like, it's blue, okay. I let go. They're both light blue. Okay. Do I get out of the app then and then turn it on again or what do you want me to do next? Oh, okay. Okay. One one is gone red. One just turned red. Yep. [silence] [silence]
21:00
Speaker 2
how's the light so far? okay, let's yes let's go. okay. uh... let's just leave the app as it is for because we will access it after those nodes turn to solid red. so we'll just we'll just give it. okay solid red. yeah. so we'll just have to wait for the second one.
21:00
Speaker 1
Now they're both red. Okay, okay. I did. Account help, it says new firmware available again. Speed check priority devices, Wi-Fi settings. Speed check priority,
22:00
Speaker 2
Okay. Okay. Okay. How can I help you today? Legacy. Perhaps if you are only provided the box without instruction. you three lines at the upper left hand corner. i need you to select the one.
22:00
Speaker 1
Sorry, notifications, network administration, advanced settings, link, store, setup a new product here. Naturally, it had to be on the very bottom. Okay, there. Okay, Okay. I got that. Next, make sure everything is finished starting up. The light will blink while starting up and turn solid when it's ready. Node light is solid. Yep, because it's red, right? Okay. Looking for child nodes. This could take a minute up to a.
23:00
Speaker 2
yes very bottom sir and then you have two options one is add node so select sir add node to your home network yes select next yes sir proceed on that one or continue [silence]
23:00
Speaker 1
a minute it says. So far so good. now the red lights are blinking. it says looking for child nodes. Keep your phone in the set up area. It's almost done. Okay. It says this could take from.
24:00
Speaker 2
OK, and so far, sir, what's the message on the app? OK. What color is that, other, sir? [silence] alright. [silence] yes, we are still within the time frame there, sir, so it might [silence] Take your time, but let me know if you observe that both two child nodes are solid green.
24:00
Speaker 1
At least, like, until, uh, Bado comes in, at least they'll get TV for a while. Maybe they'll, Jeff said, "Well, if that's the case, why don't you hook up with their system?" I said, "That might happen. You can't go to college. I can't. Why can't I? I couldn't, I just can't. Tell you how it works in simple terms that you understand. I said, "Mary, answer that question, too. It's like electricity." He said, "Wow." I mean, and you, I said, "Wi-Fi. You know it works because of the devices you use with it. As far as to explain why it works, and- Oh, exactly, it does work."
33:00
Speaker 2
OK, that's good. and what do we have on the Lynxis app now? okay. alright. Click next on the page that you have. [silence] Okay.
37:00
Speaker 1
Okay? Okay, it says six nodes. Okay, it says- Okay, they're both actually they're I mean, it it shows right here now, um, it says child uh four and it has all the bars and child node five. It has all the bars connected to routers.
38:00
Speaker 2
Yeah, you can actually just click finish on that one, so let's go back first through the main dashboard. All right, select sir the six nodes and then check sir if those two nodes are there because I think you've mentioned they're only showing us link seeds. Um you can tap at least one of those linkages and then check if it's the serial number that we are working on. Thank you.
38:00
Speaker 1
serial number 20... JP 20, model number W, H, W, and it says to update router. then. okay. so I'm pushing update. okay, update now. and now it's downloading hopefully that's not going to take a long time like last time, but okay yep that's what it says here too.
39:00
Speaker 2
Okay, would you like, I think that is the WHW03, sir. Because we actually ran an update, like a month ago, for a new firmware for the WHW03. You can actually update that one. Yes. Yeah, now, I'll set a time frame, where supposedly it should only run less than 15 minutes. Oke, biar aku di sini, jangan khawatir.
39:00
Speaker 1
firmware update it, that takes a while. I swear by Linksys routers. they've been really good. I've tried so many different routers than that and the best one is still Linksys. On the I on the 16th July Their their kids I mean their bathroom sink and how with them. Absolutely happy with them. Everything is so well good. Per double to get anything from structure. it, it was finishing a This way is very patients. Very nice. It, uh these two nodes were child nodes were in the and they're going. Well, what the hell. Might as well put them up there in the new house. I should know I'm not, we see much needed. They they don't even. I don't know whether I think I'm doing it something. Um I said Gina, just Justin's uh, hearing is what do you think he's up? Well, it's my computer is in a room. Oh,
41:00
Speaker 2
Okay. Proceed, sir, on that one. Okay. And then kindly observe, sir, if your master node's LED light blinks. Oh, okay.
46:00
Speaker 1
Child nodes you've hooked up with LinkSys system. No, I said, how many uh, how many child nodes can you add on a LinkSys mesh system? Oh, okay. Carry on.
47:00
Speaker 2
That's blinking. Oh. Well, so far, sir, there's no really like an amount of how much you can actually really connect because we do have customers that can connect a node up to like nine or ten nodes. But yeah, however, there's a disadvantage if you have too many nodes. Depends on your depends on the area or environment that you have because also with the subscription speed that you have, because usually in terms of speed.
47:00
Speaker 1
Okay, so I'm well under the limit. Uh, see, it's different cabins. Now I got red, um, blinking, uh, because it's restarting. The master node is blue. [silence]
48:00
Speaker 2
Your subscription speed is actually divided into each node. So you have too many nodes, it will interfere in terms of Wi-Fi and it will decrease the connection. So usually we recommend depends on your total house area. You can just go with maybe seven or eight. Yeah, you're at, but you're actually still good, sir. How much is your total house area? Is that on the master node? Alright, we're still within the five minutes, so we'll just give it like a few more minutes. Okay, sir. We'll just have to wait with the child, though, you can take your time. You're welcome, sir. do you have an option to skip that one sir? or no? How about the child nodes? sir are they back solid green? okay, so I think you just have to close her de app and then remove it on the running background and open it again. let's log in back to the app. since you've already restart de um child nodes.
48:00
Speaker 1
They're, they're, they're, they are, all there and they're, they're, going, uh, bars, pause but the, the, the, the two child nodes that we're trying to get work is, still green. is that supposed to be the, is that normal now or. Yeah, that's probably. Oh good. Then we, oh, wonderful. so I can, I can, I can turn them off, I can turn them off, and then bring them up to the other place, and plug them in. Oh, wonderful. Thank you very, very much. You're our, our, uh, great, uh help.
58:00
Speaker 2
[silence] Yes, sir, because you have the WHW03. Usually, far they're either solid blue or solid green, sir. But as for the firmware of the WHW series, if they're online, they are solid green. [silence] Yeah. So, yeah. Yes, sir. You can. Yes. And then you just have to wait, just give them three to five minutes. They should automatically reconnect back to your parent node since they're also updated. You're welcome. Do you have any [unclear] [pause] Yes sir, I can. Yes. And then you just have to wait, just give them three to five minutes. They should automatically reconnect back to your parent node since they're also updated. You're welcome. Do you have any.
58:00
Speaker 1
[silence] Hopefully I don't have any more questions. I think we're on our way. Okay, thank you. Wonderful. Okay. Okay. Okay, I am having a good day now. Thank you. Okay. Okay, bye-bye. Oh no. Oh.
59:00
Speaker 2
You're welcome, sir. Do you have any follow up questions? Or will there be anything else that I can assist? Okay. But if anything else, sir, do not hesitate to give us a call, so we can assist you, okay? You're welcome, sir. Have a good day now. Take care. Okay, sir. Bye bye.
59:00