V2 Rubric Detail — 9f393e8c-6914-11f1-9…

Welcome to Linx's support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue.

Thank you for calling Linksys is Carla how may I help you? All right how may I help you today sir? Mm-hmm. Okay. So what exactly problem that you're in counter fair is it like no internet? Okay. Let me just off uh uh create a record for that say how we caught Lindsay's before or this is the first time.

sir are you using the speaker mode of your phone because your voice is kind of fading out?

three, eight, you for umbrella, one, zero, M for Mary, five, five, C for Charlie, one, four, eight, three, one. Okay. And who's your internet service provider? All right. And can I have also your phone number, sir? All right, and your first name again, and last name. Mm-hmm. Hmm. Okay, thank you. And before the email address. All right, thank you. Forashish@yahoo.com, right? I'm for Mary. Uh-huh. Okay. Okay, thank you. Thank you so much for this information, sir. And the serial number that you provided. This is the serial number of the main router, the one

one that's connected to your cable modem, right? And you've got a total of how many linkses? Okay. Okay, what is the color of the light on the main node right now, sir? It's pink. Okay. Again, this router is connected straight to the cable modem, right? Okay. Was there any power outage, sir, um before you encounter problem? [silence] Because based on the light on the router, um if it is like, um like pink or purple, that means the settings will set back to default. Like it's the router is not.

what's configure it's not set up. Okay. How about the other two, sir? Okay. Is it red? Yeah, it really shows that there is really no internet connection. Because the parent node with it the one that's connected to your cable modem. It's not set up. Okay. So, what we're going to do is we're going to set up your device again. All right? And okay. Yes. Hold on, sir. If possible also since this one is not working. If we could bring the blue one.

all the nodes together. We can gather it in one location so that we can reconfigure the settings, okay? Okay. Just take your time.

s Justies. Turn it on. both routers. Okay, let's wait for like, a minute or two to fully boot up the two nodes. The one that we just transferred.

again the light is more on a pink or purple than a red light, correct? okay, okay, just wait for the other two. okay, solid okay probably it's still booting up, sir. so let's wait for another minute okay.

okay, solid red or is it solid blue? Okay. Okay. That's all. So we need to do a reset on that so that once we reconfigure the parent node, the other node will be configured as well. Okay. So we'll do this one at a time. So kindly press and hold the reset button on the node that's 20 seconds. Let me know

Sir. [silence] [silence] Please release the reset button. All right. And let's do that again on the other node. The one that has a red, [silence] solid red. Okay, let me know.

Alright, masih juga bergantinya atau udah pink? Okay, tapi satu lagi masih ada yang bergantinya.

okay, let's just wait for that until the light will stabilize. Pink. Oh, so all of the three nodes now are on the same color. Yeah, I was still booting up. It's still blinking. Okay, let's wait.

okay.style blinking okay okay now style is blinking red right now. Oh again so I have three nodes two are now on pink color right okay on my what is red that is blinking same thing sir press and hold the reset button for 20 seconds.

Okay. All right, please release the reset button. [silence]

All right, sir, what's on the light right now? You already released the reset, right? Okay. Uh-huh. Let's just wait for that. Probably it's still booting up. Okay, all of them are solid pink.

All right. And then after that, let's go to the main node, sir, the one that's connected straight to the modem. Okay. So this time this will be a different use of the reset button. We call this this Five Press Serap. So to set up the nodes, we need to press the reset button five times within five seconds. So that will be press release press release, five times within five seconds, not too fast, not too slow, okay? So five times within five seconds. Uh, yes, sir. Okay. So again, five times, right? Okay.

check the light on the on the parent node the main node [silence] the main node right now it's still in pink [silence] [silence] the cable modem is plugged in to the inner neck port of the router right

Okay, so can we try it again? Okay? Can you, um, press the reset button five times within five seconds? Not too slow, not too fast. Okay. Okay. Upt- [Coughs] Probably it's now, um, um, trying to, um, set up the device. It's, um, at, uh, what we call this one is, responding to the setup that we did. [Silence]

it's not blinking or is it? How about the other two? The main node right now, it's not, um, it's not um blinking, the light, it's not changing. Just stays to, um, purple.

and the other two are not responding as well, correct? Um, did, when you press the reset button, so did you feel that, like, it's, like, it's, like, responding on when we press it? Yeah? it's, it's right now, it stays on pink, right? okay, let's try it again, sir. again, um, press it five times within five seconds.

You press the smaller button, the reset, not the WPS, right? Okay. It's still the same, not responding. [silence] A different route to drive, right? [silence]

That's not a responding. Okay, sir, um, do you have a computer that we can use right now? Uh, sir, make sure that the cable at the back of your links is the ethernet cable is properly plugged in. By the way, sir, um, let me verify this one. Did you switch main router?

When you first set up this router, you would use this, right? Um. Mm-hmm. Okay, so is this computer, is it a laptop or a desktop? Okay, does this laptop have an ethernet cable? [silence]

Uh this computer say um this is a uh Mac computer or Windows? Is it the latest Windows? Is it Windows 11? Okay. Um, sure. Underneath the

Apparently need what is the Wi- Fi name. Underneath the parent note? Yeah. The main one sure the one that's connected to the spectrum modem. Yeah what's the Wi fi name. [silence] [silence] C 65. Okay. Okay. Is your laptop right now?

go to the Wi-Fi in the lower right hand side corner you can see the Wi-Fi. when you check the Wi-Fi right now kind of check if you can see there velop65 up. so three velop setup connected to the modem.

not yet, sir. Okay. Um, this time again, sir. Let's try this. Um, earlier, sir, did you also, like, reset the, um, the C65? Did you reset that, like, did you, um, did you hold down the reset button for 20 s, right? Okay, can we try this again, sir? Um, let's try to do the the five press again. Okay? Yes, on the main node, the one that's connected to spectrum. Just five times within 5 s. [silence]

NOT too fast, not too slow. Then observe the light. uh-huh. Okay. It's, like, changing is changing color. All right, let's just wait. And... yes. And check the other two. Okay, let's just wait on the main one. This is um to start uh to finish, okay?

this. about the other two. is it responding? how far that two nodes from the router is there? they're like, how many feet? but they're on. okay, they're on the same location right? so the parent node right now, the main node, we will call it

parent and that will be child but the parent not right now is still blinking okay okay and the other two right now is not responding but still it's blinking white correct okay let's just wait for that.

uh-huh [silence] it's still blinking white [silence] huh [silence] yeah [silence] they both blinking [silence] it's blinking white [silence] is it streaming [silence] [silence]

Can you have also the serial number of the other two, the other two nodes? [silence] Just the last five digits sir. How about the other one? nine, eight.

Okay. The like, it's still blinking red. I'm sorry, white. Okay, let's just wait for that. It's probably it's still like, um, updating.

and the other two are still not responding, right? Okay, sir, on the computer right now, can you go to Wi-Fi? And then kindly check if you can connect to DevSetup_C65? Can connect, okay. Yeah, probably because it's still trying to bud up.

Sometimes, sir, but not all the time. Depends. Sometimes there are like a lot of calls, but sometimes, you know. Right now, okay, that's probably staying it's still trying to like probably do an update, so let's just wait.

So when did you encounter this problem? Okay. So did it just suddenly stop working? Uh-huh.

So, let's same thing. It's a blinking white.

Yes. [silence] Let's just wait. [silence] Let's just wait [silence] that's still starting up.

Okay, all nodes are sir are purple. All right. Let's, um, try to like, hold on, sir. So, let's try to switch node right now. Can we hold can we use your um, one five four nine eight as a parent node? Can we switch it? Um, check the serial number, the one that has one five for nine eight. Connect that node to the uh modem.

Okay, make sure you're using the same or exact Power cord on entering *** inside.

Okay. They're all connected or plug in. What's the color of the light? Is it still blinking?

but it's a yes, wait, maybe it's still, um... So the new parent node right now, the one that's connected to spectrum is the one five four nine eight. Right? And that the light on that node right now it's still blinking. And how about the other two? The other two right now.

that's solid okay to solid purple okay. So all right, same thing sir, on the new parent node twookay, press again the reset button. Five times within five seconds. Mm-hmm. One time within five seconds Okay, not too fast not too slow. Thank. All right, what colour on the, new parent node. It's all blue, the parent node. How about the other two right now? They're not responding? Like they're not blinking? Mm-hm. Let's wait for that. Uh, let's just wait for that. So, it probably it's still trying to communicate. The parent is now trying to add the child node, okay?

again, the pair it node, it's now blue, correct? The parent? Well, you just wait for that. [silence] All right. But they're all okay, the parent node right now, what's connected to the modem. Is it still red? How about the other two child nodes?

Okay, so probably it's still um trying to be uh added to the network. Okay. [silence]

The two child knows right now, one is solid, one is blinking. Which one is, that's solid blue, or solid, that's the one for 831, right? So the 831 is blinking blue.

And the 11340 is solid red. Correct? Same as the parent. Solid red. And one of the child nodes turns purple.

How about the 1-1 3-4 0? Okay. But the 1-4 8-3 1 is purple. Correct? Correct. But the parent node right now, the 1-5 4-9 8 still solid red. Okay. We're going to do a power cycle on the router and the modem. Turn off your Lanxis router. Yes. The parent node there. The parent node. The parent node. Turn it off. And then Yes at the bottom.

Just turn it off, and then once the pairing node is off, turn off also your cable modem. Mm-hmm. All right. Will tell you when to turn it on.

Okay, please turn on your modem, sir. Turn on the modem first. Uh-huh. And then let's wait until the modem will be ready. Once the light on the modem is ready, then we'll turn on the Linksys router, okay? Let me know if you already turned on the Linksys router. Okay.

Yeah, if if it's if it's Okay. What's the color? What's the lights on the modem right now, sir? Just power, not online Okay They uh that's on the modem. That's on the modem, right?

Okay, the router, is it still blinking? Okay, it's still, like, starting up. Is solid blue. Let's just wait for, like, another minute just to make sure that it's blue.

It's red. So, what's the color, sir? It's red. So right now, the parent nodes back to blue. Okay. There are no [silence]

sir but the other node it's still purple. 1.1 1. [silence] Okay. P 1.1 Your computer Um let's check first if um um at the bottom of the parent node sir at the bottom of the parent node can you check what's the Wi-Fi name?

Okay, please take note in the name and as well as the password. Let's try to reconnect to that node, okay? That connects. Your laptop cannot connect. Did you um, did you input the password, sir? Okay, so let's try to um, like, remove that, sir. Um, on your Wi-Fi icon, can you right click the icon and then can I click on network and sharinguh uh network and internet?

On the lower right hand side corner, you have there the Wi-Fi icon. Just right click and select network and inner net settings. Hm. Hm. Yes. OK. And then after network,after network and Internet, they have their option Wi-Fi on the left. side. [silence]

Select and Wi-Fi and then look for an option managed known networks when you select them known network how many networks names saved on that page I know managed known yes Spanish known networks only one yes

But under manage known networks, there's, when you click on, uh, you click on manage known network, it should be managed known networks. We'll try to delete an old network saved onto your computer.

[silence] yes yes sir [silence] please remove all the velop setup sir [silence] yes anything that shows velop setup remove it

okay yeah okay all right and then after that go back to um to the previous page and then click again on show available networks and then when you click on show available networks can you see the the velvet name that's from your um from the parent node right now check um make sure that that's the one that's at the uh make sure that is the one connect uh the the name from the parent node

Maybe scroll down. I might be, you need to scroll down to view the name. Maybe it's not going all the way.

you Okay, right now, sir, when you view the Wi-Fi and the show available wireless network, when you click on that, um, how many links you can see there? Yes,

What is the name of that envelop underscore envelop? What's the number? Again. Yes, but how about the f sixty four? That's the one from the parent node, right? Okay. Cali connect to that name Develop servers f sixty four. Yes, you need to type the password, that same thing underneath the parent node.

OK, it's connected, kindly check if you can go online. All right, and then, are you you uh using um Google Chrome or Microsoft Edge? OK, on Chrome right now. Um on the address on the upper right hand side corner there's a three dots there and you have to click that dots and then select um open new incognito. Incognito window.

um so incognito incognito window yes and then on the address bar type this numbers 192 dot 168 dot one dot one yeah again 192 dot 168 dot one dot one yes Okay good uh okay that's fine sir that's okay kindly then um click on advanced

advance sure only option you have there is advance right yes yes then continue or and then proceed uh huh and then proceed click and proceed after you click on okay you have to click on connect to smart Wi-Fi they have that option what are the options that you have in there is it like connect to smart Wi-Fi or [silence]

Or how about, um, just click, Kelly, scroll down, sir. If you have the option continue, to link your Linksys Smart Wi-Fi. Okay. Can, can you click on the 3 or 2 image of the phone. Yes, disaster click on that. And then, is it, um, asking you to log in, router access? Okay, can you type admin all in lower case in the router password? Yes.

another just 80 on my end. Yes. And then what happened? Okay. Please create a new password, at least 10 characters, one upper case for a letter and then one special character.

after you type the password just click on okay, sign in or next. Oh, yeah, just click on reset. uh, yes, your router password. So it's on the screen right now. Link to smart Wi Fi. All right, can you scroll down and then at the bottom you have the end user license agreement and then, okay.

on the far right, there's an option CA. On the far right, there's option CA. Ah, click on CA, sir. Check if there's an option CA. Yes, click on CA, sir. Okay. After you click on CA kindly click on Troubleshooting on the left side. And then right below Troubleshooting you have the Status. And then right below Status you have Report. Kindly click on Report. [silence]

all right when you click on report right below report you have the router information what is the firmware version yeah firmware version what's the firmware sorry 0200 right? okay can you then um scroll down look for internet connection [silence]

and IPv4 right and then what is the internet address yes okay I'm going to click okay in the bottom right click okay and then kindly click on connectivity connectivity on the on the left side sir

connectivity. and then once you open connectivity, on the far right, there's an option router C.A. setup, or C.A. router setup, Okay, click on that. and then kindly click on add wireless child node. Yes, alright, and then let's wait. alright, then check the other child. know that's on. purple light. check if it is responding okay. the one that's in purple, right. okay.

OK. What's the color? It's a blinking purple. Is it a solid purple?

The other one is in blue, right now, correct? And the one that's in purple, it only blinks, right? It only blinks purple and then it goes back to It's still purple. So, do you have an ethernet cable, an extra ethernet cable? So right now, it's still stays on purple, right? because we already tried the five press setup.

[silence] but um that node did not be added and we actually tried also adding it wireless child node but still um it did not work. So the last option that we're going to do right now, so if we could um put them in time just to be added onto the network, we're going to use the um add uh wired child node. That's why we need an Ethernet cable. [silence] Okay. [silence] So right now, can you click on done adding child node? [silence] And still it stays purple. [silence] yes. [silence]

If you eliminate that, sir, the area where this node is placed before it might be having problems with the Wi-Fi because it covers up to 27 square feet, 700.

Yes sir. Uh-huh. Um-hmm. Um-hmm. Uh-huh. Uh-huh. Um-hmm. Um-hmm. You may try that one sir and then, in any case, you will have an ethernet cable okay that we could use it, maybe you have a friend that has an ethernet cable. For the time being, you may try to borrow it, just to like try to do -- um -- add this second child node to the network using wired connection, just for adding it to the network. But once it's added, we can disconnect it from the ethernet cable. No. Um, no. Not on this packet channel.

Yes, it should be to the router. Okay? Just for the meantime to be added, but since we cannot do it right now because you don't have an ethernet cable, you can relocate the node that is already working right now. Okay? And then after that, you can then um if you have an extra ethernet cable, you can just give us a call, sir, so that we can guide you step-by-step on how to add this second child node via wire for the meantime. Okay? Just to be added to the network, we'll wire it first. Once it will be added, we'll do it. All right. Okay. mm-hmm. At the back of a, and then just for the setup, we can just for the setup. We wired it once it's added back to the network, then we can now disconnect the cable and put it back where you want to go, put this node, okay? Okay. But do not connect, once you have the cable there, let me know. So that I can give you instructions on what to do next. Okay? Okay. Once you have the cable, do not connect it yet. Okay. Mm-hmm. Okay. Yes. The other end of the cable should be connected to one of the vacant ports at the back of the parent node, okay? And the other end, the other end.

uh huh and do not connect it yet to the child node okay i will tell you when to connect that to the child node okay [silence] the other end of the cable connected to the parent node one of the

Break apart there. One of the ether net port. Yes. Yes. Garnet note first and the other end. Do not connect, uh, do not connect that and to the child. I will tell you when to connect that cable. Okay. Okay

So again, the other end is connected to the parent node, other end is not yet connected to anything. Correct? Okay. So, on your computer right now, do you still have that connectivity under PA router setup right? OK. Okay. So, which option you can click on? Did you click on dine adding wireless child note? OK. So kindly click on add wired child note. Add wired. And then after you click that sir, connect the other end of the cable to the note. It should be connected to the internet port.

Yes. Okay. Let's wait. Is our childhood right now, is it responding? Still nothing happened? It's just purple? Okay. You clicked first um, earlier you clicked first on add on ward childhood before connecting the cable, right? Okay. It's still not responding. It's still purple.

Okay, so let me just verify this. Can I please put you on hold for just 3 to 5 minutes? Thank you. Thank you. Before [silence]

hello sir thank you so much for patiently waiting gentlemen I'm so sorry for that hold um so sir sir right now it's still purple okay so under um add or under connectivity can you click on cloud adding cloud node yes and then can you click on okay and then

then um go back to connectivity sorry you go back to connectivity and then under basic on the left side you have the firmware update tap on check for updates there yes there's no option for check for updates under under basic under basic you have admin passwords and then on the right side you have firmware update correct okay under uh firmware update

on. Yes. And then, Kelly, click on... Automatic updates. Is it checked? Okay, Kelly, click on check for updates. Yes. Then what's the update there? What's the version? What's the version show there? Okay. Under update, it doesn't show you what's the update. Okay, Kelly, click on update, sir.

and then and then yes, and then continue okay let's um, let's just wait for that. Okay, still updating. Okay. Okay, so how about the lights on the Wiper now? Is it blinking or is it? Okay, let's just wait, since it will just put you there if it is finished. Okay. Okay. Okay, all right then. Okay.

And then... Okay. Let's just wait. It's rather...

That's the pair. So, that's blue. Oh, okay. Okay, let's just wait. Probably the router is still booting up, especially the other child node. Okay. All right. Let's just wait. How about the parent node, is it blue or is it red? The parent node. Okay. All right, on the Linksys page. Okay, on the Linksys page right now, does it show you the current version of the router, the firmware version?

All right. On the page that you have, it's still routing. Rebooting. But the parent node and other child node is now in solid blue. OK. on the linkies page on your computer, can you refresh the page? can click on refresh on the top? Okay, so what's on the screen right now? If you can get advanced or continue and then proceed. [silence]

All right, you're now back on the link's page. Okay. What is um, okay. It shows now up to date under firmware, right? Okay. What's the firmware version? [silence] All right.

There's no numbers. Okay, kindly go back to Velop setup router, see a router setup. Yes. And then kindly... Yes. And then kindly disconnect the cable share out from the child node that has purple light. And then kindly click again on add wireless child node. After you disconnected the cable click again on add wireless child node.

okay the purple light is it solid um it's blinking and what's the color of the light what's that is it still purple right now okay can you click on um

then adding child node. And then, after you click on done, adding child node, can you click on cancel or okay? Yes. Click on okay. And then, after you click okay, sir, you're now back on the main menu. Kindly click on troubleshooting. After you click on troubleshooting, kindly click then on, under status, go back to report.

Okay, 609.0.3. That's the latest firmware now, okay? So kindly then, um, close this page. Uh, kindly click on okay at the bottom. All right? And then go back to, um, connectivity. All right? When you go back to connectivity, kindly go back to router setup, router DA setup. And then when you click on router setup, kindly, um, the cable right now, it's not connected to the child node, right? [silence] Okay. Okay. [silence] Save changes. Okay, okay. That's perfect. [silence] [silence] Thank you. Bye. [silence] [silence]

click click on add wired child node okay and then after you click yeah yes add wired child node and then connect then after that after you click that option connect the cable to the child node okay it's not doing anything

Yeah. No, no, it should be internet. Okay, it seems still not responding. Sure. Um, I think if this one, um, it needs to have like an advanced troubleshooting. Okay so let me just verify this once. So can you just stay on the line for just two to three minutes? Okay, thanks. Stay on the line. I'll be back, okay? Thank you. Hello, sir. Hello. Hello. I'd like to thank you so much for patiently waiting. Uh, I apologize for the hold. Um, sure, we apologize that this second um, second child node right now is not um connecting um to the network. So, there's a, there's a need to do an advanced troubleshooting on this. And for this, for the advanced troubleshooting, sir, I am going to um escalate this call to our level two technician, okay? They will be the one to do an advanced troubleshooting on how to add this child node back to the network, because we've already done here in our end like doing it um via the 5 press, adding it as a wireless child node and even um, adding it as a wire child node and updating us well the firmware of the parent node, but still it did not work. So, for this, Mr., for the [silence]

Yes, that it that's why it really needs to have this as a advanced troubleshooting um because we done already the basic troubleshooting and even some of this are already still the same. It didn't work. So um that'll be around 8:00 p.m. your time that's in central time, right? Okay, The phone number that we can call you back is that. So, the phone number that we can call you back is 937 248 6695. Any alternate phone number? Okay. So, you'll It's all The only replies in the chat after that is okay. So we'll just call you back on that number and again tomorrow 8:00 p.m. central time. Okay. So you can now um you relocate the other no, sure, the one that's um blue color. Okay. You can just relocate it where you want to put it and then the manuallyl done.

one working node, just leave it there near the paired node so that tomorrow when you do the troubleshooting it's ready, it's near to the parent node. okay? ok, I'm sorry. yes, the one that has a blue light, the child node that has a blue light, you can disconnect it from the power and then you can relocate that where you want to put it. yes, when you plug in to where the location where they want to put it. okay? okay, the parent node, just leave it there, and then you can reconnect that. oh, okay, sir.

You can just turn it off since it's not working. You can just leave it off. Then tomorrow, once you started with a troubleshooting then you can just turn it on. Okay? You can Just leave it off right now since that is not working.

mhm, At least internet is back, you can, um, use the internet, and then tomorrow, someone will call you back from our Level 2 technician to continue with the second child node, right? You're welcome, sir. Again, just wait for our call tomorrow. Mhm. Ah, yeah, yeah, you can close that page and even you can close the browser, okay, because we're no longer using that right now, but tomorrow you'll be using. Mhm. Okay.

yes sir you're going to use that since um probably tomorrow the um level two technician will ask you to access the same page that we have um out access right now okay to check some settings on the rabbit so you still need that password okay all right so just wait for the call tomorrow at 8:00 p.m. central time all right you're welcome sir and thank you also sir for patiently cooperating with the troubleshooting I do apologize that um it did take this long to reconnect all your nodes back to the internet okay okay sir that's okay okay sir so just wait for the call tomorrow sir so thank you for calling bank since sir this is Carla goodbye for now

all right goodbye okay hello sir goodbye sir