Speaker 2
Welcome to Linksys 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.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, please have your devices 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.
00:00
Speaker 1
[silence] I need help Thank you. Go play with the block for just a. What happened? [silence] What is this? Oh there. No. [silence] Let's put your shoes in your locker. Please. [silence] I'm just getting some dinner broke. Sorry. I'll have to work. Sorry. T. okay. I think that's what I wanted. He. Don't you come out until I need you. Okay. going on vote. You'll be here. Let me get that. We're filming. I mean, so I'm hearing, what is that? And what is, what we're doing, so what is that? You guys see that already, right? you say congratulations Yeah, hi. I say I'm having issues with our Internet connection. That's right. So we, it shows up that there's a Wi-Fi signal, but it says unable to connect and then when I try, it'll like, prompt me to like enter in the password and I do and it says, like, the password's not correct.
02:00
Speaker 2
thank you for calling linksys this is Epi how can I help you okay are you not able to go online using the linksys router ma'am
17:00
Speaker 1
Yep, it is model number is MX 4000 V2, and the serial number is 38 U 20 m 18 D 09863 D as in dog.
18:00
Speaker 2
Okay, so, it's not accepting the password. All right. Okay, ma'am, can you have the model number and the serial number of your links set device? Just try to look underneath it. Okay, let me verify that if I get it, right. That's 38U for Umbrella 2 0 M, like Mary, 18 B as in boy, 0 A as in dog. Okay.
18:00
Speaker 1
Yeah. i don't know. i have no idea when we got it. it hasn't been that long. but we have one, two, we have three of them. Some are newer than others. Um, Plugs into the like um modem from our internet provider, and then, it's just they connect to like boost the signal basically is what I understand.
19:00
Speaker 2
And then 0-9-8-6-3. All right, let me just check this. So how long have it been using this device, ma'am? Okay. So three of the nodes are not working? Yes. Okay. All right. Well, let me just create a record, ma'am. So can I have your name? [silence].
19:00
Speaker 1
Carly Libby, L-I-B-B-Y. Josephine, can you get your brother some more? That's right. Okay. C, like Carly, M, as in Mary, C, like Carly, D, as in dog, O, W, E, L, L. So C McDowell, the number three at hotmail.com. Midco and I called Midco and they said the fiber-- like everything is looking like the signal's coming to the correct location. Silence.
20:00
Speaker 2
Libby is L-Ibbiebby. Okay, and your email address, Miss Carly? Okay. All right. So that's C M like Mary, C-D-O-W-E-L-L 3 at hotmail.com. And who is your internet provider? Midco? All right. Okay. So, mmhm.
20:00
Speaker 1
house and the modem should, like it's saying that it's connected, but she said it's got to be the router or whatever this thing is called.
21:00
Speaker 2
Yes. Okay. Well, can you tell me, um, what is the LED indicator on top of your parent node? The parent node is the one connected to your, uh, modem. [silence] What about the other nodes? [silence] Your Oh, they're all red. [silence] You turned it off. You turned them, all Oh, I'm sorry. Okay. Alright. Can we connect them, the the other two [silence]
21:00
Speaker 1
So just plug them in. Yeah. Mhm. Let go plug the other one in. Just a second. One of them's in the garage. So let me bring it in. [silence]
22:00
Speaker 2
Yeah, ma'am. And we need to gather all the notes. Yes. Plug them in and make sure it's actually five to six feet away from the main note. Okay. There. There. Okay. Just let me know if it's ready. While waiting for that, Miss Herley, I'm going to put you on hold.
22:00
Speaker 1
Oh, okay. Fuck. Quite It. You're exploring me. For thank you. [silence]
23:00
Speaker 2
well, for three to four minutes, okay? Okay, yes, so I can check my resources. Just hold on for a second.
23:00
Speaker 2
[silence] Hello, Ma'am, Miss Carly. Yes, hi. Thank you so much for patiently waiting. So, yep, we were were you able to gather all the nodes? They're all blinking.
26:00
Speaker 1
yes yeah I yep I can um it's it's Libby home yeah so let me see um um so also one on here is one on here that I've never seen which is weird because we live in the middle of nowhere so it's not like what it's not like we're catching anybody else's internet oh spoof but when I try to click on our normal one that's always worked um [silence] so our it's a public okay so
27:00
Speaker 2
Can be. How can you get to a hotspot saying? All right. Let's do this. Can go and click on your network? All right. Try to type in the password. And it's going to give you an error. Do you see any error here? Anything? All right. Click on advanced settings on the bottom right. Oh, that's nice. Can see that SSID is? Can you confirm with your family? All right. Let's try something else. Go to settings and see what else. Can do remember the name of the Wi-Fi? All right. What's happening? All right. And password not working again tried that already? All right. Let's try
27:00
Speaker 1
As long as I know, it wants me to enter in the password, so I enter it in, the same one that it's always been, and I hit join. It just, hasn't said anything yet, but it's been just giving me a prompt that says'unable to be connected.' Yeah. No, it lets me put the password in, but it just doesn't work.[silence] No, I don't have a plug in my
28:00
Speaker 2
Yes, yes, I have not been able to join or something right so it doesn't let you to put the password or it doesn't accept the password okay all right ms. Carly we'll just have to perform a reset on the parent node okay um that's the main one so are are we able by the way are we able to connect your computer straight to the parent node or not are we able to connect it with
28:00
Speaker 1
Nope. Okay. Okay. So, I'm holding it and it's blinking red, so wait till it turns blue. [silence]
29:00
Speaker 2
[silence] yes.
29:00
Speaker 1
okay they're all blue now okay the parent ones okay hold on now
31:00
Speaker 2
Okay, they're, all, is it solid blue or they're blinking? Could, once you perform a, reset. Yes yeah it should turn purple.
31:00
Speaker 2
All right, so we'll just wait for the node to turn solid purple. Okay, it should be solid. That's normal, normal. And while waiting ma'am, is the parent node solid purple or it's blinking? [silence] It's solid. Okay, can we take a picture of the Wi-Fi settings at the bottom? You should be able to see a sticker with Wi-Fi information. Yes, just please take a picture of that. Because we need that with the, yeah. Later on, once we have this configured. Okay, they're all solid purple. Okay, alright. So now what we're going to do next is we will perform a five press. Okay, so to
32:00
Speaker 1
Okay. it's blinking like blue. Hmm. one of them is solid purple and the other one is solid purple.
33:00
Speaker 2
Conduct the 5 press ma'am. Kindly press the reset button at the bottom of the parent node.
33:00
Speaker 1
No, it's going between blue and purple. But not a bright purple. It's like a lighter purple than the other one. Now it's solid blue.
34:00
Speaker 2
It may take time to establish a connection. Sometimes it takes four minutes before it establish the the connection there. So, um, what about the parent node? Is it solid? Okay. Okay. All right. Yes. So, while waiting for the child nodes to establish that connection, ma'am, for it to be able to pair, uh, can we go to your computer and look for the wireless icon again? And do you see there the name of the parent node? Does it show up? Remember I asked you to [silence]
34:00
Speaker 1
yep. yep, it's here. vel... velop setup D8e. OK, enter in that password. Revati, can you ask is that one on the phone? Sonny, it's hard to hear. All right. No, you're supposed to be taking care of your brother while I'm on the phone, please, OK? but don't roll those wheels, they're too loud. OK, it says connected.
35:00
Speaker 2
Okay, D8e, all right, so, um, can we select that network, please, and connect to it? Yes, that's the password underneath it. [silence] All right, good. Now, please check for
35:00
Speaker 1
OK. All right, now it's working. Yeah. One of them's blinking reddish orange. And the other one is also blinking reddish orange. Yeah, but not that blue color. Oh. Now one of them just turned solid blue. And then the other one
36:00
Speaker 2
f you're able to go online using the computer using that color so try to open any website see me check if you can open up YouTube or stack we can go to speed test like Mhm Okay, that works, very good. Now, um, can you check the child nodes if they're solid if they're all solid blue or it's still blinking Mhm. Okay. Yeah. It usually takes time. Mm, right Jan. And if you just say we're also trying to come up with a couple of solutions that we have for μm
36:00
Speaker 1
I'm still blinking red. what? [silence] yeah. Okay. [silence] Safari. [silence] or fire fault. [silence] He doesn't want. [silence] He wants to get on. I'm sorry. [silence] Yes, go ahead. [silence]
37:00
Speaker 2
yes, it's still trying to connect. All right. So while waiting for that, um, we will personalize your network, okay? Cause I believe you had, um, originally set up a network. So, can we go back to your computer and open a new window? Just use, uh, do you have Google Chrome? You have Safari. Okay. Yeah. Aside from, uh, all right, let's just try Safari first. So, on the address bar, you ready? Okay. That's all right. Yes. On the address bar, type in HTTP:// [silence]
37:00
Speaker 1
okay. okay. it says, this connection is not private. keep loading. do you want to get out? someone. here, can you guys play with- come with this thing? just let me get this finished. okay, let's see. it says, access V-Look.
38:00
Speaker 2
my router dot local, and then, yes, just uh click continue, go to advanced, and then just hit proceed. okay, so it's asking for a router all right, by default ma'am, the the password is ad in e you, let's just try ad in a dmin. [silence]
38:00
Speaker 1
Okay. Okay f... Okay, it worked. Uh, just a minute. On the where you said? Right side? What? Oh, privacy policy, okay? Do I see what? Next to it, I see ucala privacy policy. [silence]
39:00
Speaker 2
If it doesn't take it, let's try the Wi-Fi password underneath the router. That works? Okay. All right. Now, um at the bottom right, beside the privacy policy. Do you see privacy policy? The UCLA privacy policy. The letters are really small. Blue letters. So, do you see Okay. Yes. Right side, bottom, bottom right. Yeah, side it. Do you see C A. Yeah. C C for Charlie, A for apple. Yeah, right next.
39:00
Speaker 2
Do it the UCC or there's nothing in there. Nothing. Okay. All right. Just go to Wi-Fi settings. It's on the last panel. You may see there a bands for that first band, okay? And then under wireless, you see there the uh three bands, right? 2.4 gigahertz, then the five gigahertz band. Yes, you may now rename it, ma'am. You may change the name to your, to your original name. I believe you've set up. Yeah, you've set up a name before uh all, all of it; the 2.4 and the five gigahertz. So you may change that one. So what was your, what was your original name? Was it Libby Libby home? Yes. So for the 2.4, we suggest, ma'am, that you put uh Libby home and then 2.4. Same goes with the
40:00
Speaker 1
Okay, so letting home for the two point four and what's the other one supposed to be? Oh. Okay. Uh-huh. And then there's another one. There's GH five G.H. Hz 2 band. Okay. Okay. Okay, and then a Flash. Oh. Okay. Okay. Okay. [silence]
41:00
Speaker 2
Of five gigahertz Libby home and then five so you would be able to identify which one is the five and which one is the 2.4. Okay. Chambermaids. 5 window 5 at the end. Yes. Yes yeah. You can just uh rename it to the Libby home five as well. Okay. That's actually the other five gigahertz network. And then for the Wi-Fi password you may create hold on uh for the Wi-Fi password you may create your own Wi-Fi password. You may use the old um Wi-Fi password. So just use the same Wi-Fi password for 2.4 and the five gigahertz. So before you
41:00
Speaker 1
All right. I it apply? Well, yes, don't kick. That says waiting. Oh, sure. It's just [silence] it apply. [silence]
42:00
Speaker 2
you click Apply, ma'am. You may take a picture of the settings so you'll have a copy. is right there. Yes. Yes. All right. So, yes. So, we might get disconnected because uh remember we changed the network setting, so. All right. So, uh what did it say now? Did you get an error? Like router not found or something?
42:00
Speaker 1
it's just spinning the the thing is just spinning and saying waiting. it had me go through like apply settings. I hit continue. but now it looks like my computer is not connected to anything. like the wireless bars aren't hop. Yep. Yep. Do I want the five one or the other one? Okay. Why don't I see it anymore? hold on. Okay, there it is.
43:00
Speaker 2
Sure, spinning? Okay. Yes. Can we Alright, that's fine. Can we click on Wi-Fi icon on top? Click on the Wi-Fi icon and check if you see your network, the new ones. Uh just connect to the five gigahertz. May will give you better connection.
43:00
Speaker 1
All right, we're connected I think. Yep, working. Okay, that one's going to work. Yep, they're both blue.
44:00
Speaker 2
00:00,023,this is a live roll-on. Okay, you're connected. Yes. So please try to go to any website first. Okay, good. So what about your child nodes? Check the lights, if they're all blue. They're both blue. Okay, that's great. So, yep, all of the nodes are now connected. They're all configured Ma'am. They're all online. So what we actually did was we reset the devices to factory default and re-configure it. So you may relocate your child nodes to where it was before. Okay, so just make sure that the lights are still solid
44:00
Speaker 1
Okay. Uh, I think that's it. Yeah, let me see if I can get my phone connected here. Is this common for this to happen? A power? Yeah. Hmm. Sure.
45:00
Speaker 2
look that is an indication that it's still communicating to the parent node so would there be anything else miss Carly? silence Okay. so everything's working. Would you like to check your other wireless devices to make sure they're all working? Or okay. Well, if you experience power outage, yes, that's common. Um, because the router will reset. Yeah, if there's power outage, if if the the weather is bad. Um, because it it actually affects the signal. So that, that will really, uh, that will sometimes, um, reset the router to factory Default. So, yep.
45:00
Speaker 1
i think it's working looks like it's working it didn't make me add a password but maybe it's because it's the same one as before or maybe it's because my computer's already connected and it probably shared the same password but it looks like it looks like it okay thanks you too bye-bye
46:00
Speaker 2
So there's a need for us to reconfigure. Um. Yeah, just make sure that the- Yep. It's working? Okay. All right. So everything's working now, Ma'am. So I really do appreciate your time and your patience. Um, if ever you need to call us, just give us your phone number so we could pull up your record, okay? Thank you so much, Ms. Levy, for calling Linksys. This is Happy, Ma'am. You do have a great day. Take care.
46:00