Speaker 1
Hi. I just spoke to somebody at your on your helpline and then I called my internet service provider. My my modem is is not under warranty um and I was but I
00:00
Speaker 2
[silence] 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. [silence] Hi, thank you for calling Linksys. My name is Van. How may I help you today? [silence] Mm-hmm. Thank you. [silence]
00:00
Speaker 1
I still need help because I followed the instructions that were sent to me and I did what my internet service provider said and it's not working. I've got a red light on my main node. Yeah, that's right. And uh yeah there's other weirdness but you tell me when if you want to know about it. Is I can log on to it. It's solid red. I can log on to it on my computer but not on my phone. Uh the internet works the wifi yes. I said it it seems to work like I can I can uh I can you know look at uh like the internet works the wifi seems to work on my on my computer but not on my phone. Even though the light is red.
01:00
Speaker 2
Mm-hmm. red? Is that correct? Mm-hmm. you mentioned? Uh-huh. I'm sorry. Uh the Wi-Fi works in what way? Mm-hmm. Thank you so much for that one.
01:00
Speaker 1
Yes. Yes, that's right. That's correct. that it's just on Wi-Fi. [silence] Yeah, that's fine. I'm ready to pay you. What? I've been informed. Yes, my understanding is that I will pay you $15 and you will help me. Okay.
02:00
Speaker 2
However, if you do still wish to proceed with the further troubleshooting through the phone, it does entail the $[REDACTED_PAYMENT_DIGITS] cost. All right, just to clarify also, have you already been informed if you may agree with the $[REDACTED_PAYMENT_DIGITS] payment? If you're going to agree with the [REDACTED_PAYMENT_DIGITS] Uh-huh. All right, so just to clarify for that one, if you're going to agree with the $[REDACTED_PAYMENT_DIGITS] payment, please allow me to save this one. You are agreeing to a one-time, non-refundable technical support session lasting up to an hour. If we do determine that the current unit is no longer working properly or deemed defective, it's not uh, it's not allowed to be replaced or any refund will not be issued. And lastly, it is still considered as a [REDACTED_PAYMENT_DIGITS]% that it may or may not resolve the issue.
03:00
Speaker 1
Sorry, I didn't understand. I didn't understand the second part. So if it doesn't work, then then what? I buy a new one, right? Okay, so then if you're if you're not able to if you're not able to fix it, then what? Then then then no Wi-Fi for me. Uh or is that is that what happens if you can't help me?
04:00
Speaker 2
Not work. Just to also, confirm. Uh-huh. I'm sorry. That may be the case. Once again, the $15 is just an optional choice, if you do still wish to proceed. It's a troubleshooting valid for one hour, but it's not guaranteed that we may be able to fix the current problem. That's why it remains. Unfortunately, there's nothing much that we can do, since we cannot offer any kind of replacement for it. For that one, we cannot say. However, for the router itself, if we do deem it defective, there's nothing that we can provide or do much more further for it.
04:00
Speaker 1
you can't, can you advise me to get a different router? I mean, or is it like, I, okay, all right. Yeah. There's two rooms and I have a a child node in another room that also isn't working. 750 square feet. I don't even understand what the question is. the center of this out of what it's it's in a room by a wall.
05:00
Speaker 2
Yes, for your, uh, for your current model, I believe this is the WHW01. Just to confirm, if you are still considering for a mesh unit, may I ask how many floors or how many rooms do you have in total? Mm-hmm. Mm-hmm. All right, so two rooms and estimated how big is your house in terms of square feet? 750 square feet. And lastly, may I know where is the main or parent node located at? Is it at the center or at the side, somewhere with open windows? Uhm, [silence]
05:00
Speaker 1
Hang on one second. Let me write this down. MX 6200. [silence] And are these still linksys? [silence] All right. All right. Since I have what I have, Let me pay you $5.
06:00
Speaker 2
By a wall, all right. Thank you so much for that one. Since you have 750 square feet and you have two rooms and it's near a wall, I highly do advise that you consider looking into the. Yeah, the other option, the other option is the. Yeah, those are still Linksys. The reason as to why these models are the best ones to get, since you have a rather small square foot in terms of your entire area, you just need one of this one. And it can cover the entire place as well. [silence]
06:00
Speaker 1
$15 and let's see if we can fix it. Yes. Yes. Okay, four eight four seven Oh, three eight two one one five two five five zero zero three November 30th.
07:00
Speaker 2
No worries there. All right, just to confirm, we're now going to proceed with the paid connect. Thank you so much for that one. Is the first name and last name of the card still going to be Naomi Reneke and the email address is Naomi Reneke at gmail.com. All right. So whenever you're ready, you can provide me your card information. You don't have to worry about your information and the card. We're not going to be recording it or documenting it. It's for your safety. Um hum. Um hum. Um hum. Um hum. Um hum. All right. What about the month and year expiration? [silence]
07:00
Speaker 1
572112? or five. 1001 All right I have it it looks fine
08:00
Speaker 2
Thank you so much. What about the security code? Lastly, the billing zip code. Thank you so much. So, you're just going to be charged $[REDACTED_PAYMENT_DIGITS], nothing more, nothing less. If you need any kind of confirmation, you can check your email, since we'll be sending a copy of the receipt there. We have now sent you a copy of the receipt, so go ahead and double check it before we can proceed with troubleshooting. All right, thank you so much for [silence]
08:00
Speaker 1
<start_of_audio>
09:00
Speaker 2
confirmed top we can proceed with a troubleshooting can you turn off the child node yes , you need to unplug it from the power and bring it close to the parent node but don't plug it back in [silence] now bring it close to the parent node .
09:00
Speaker 1
Okay. All right. Do I need to plug this back in? All right. All right. I'm at the parent node. All right. okay. The light is out. I'm letting go, right? All right. All right, and by the way, this type of reset is not what was in the in the email that was sent to me after I...
10:00
Speaker 2
Now go to your parent node. Yes, but it'll be later. Now, on your parent node, you're now gonna factory reset it one more time. Hold the reset button until the light completely goes out. Once the light goes out, you'll let go of the reset button. Yes. Now let's just wait until the parent node is done rebooting. It's currently on a solid or flashing blue state, so let's wait until that finishes.
10:00
Speaker 2
I see Yes, it is indicated on the email that the light will gradually go out. I see.
11:00
Speaker 1
It's still blinking blue.
12:00
Speaker 2
All right, what's the light on the parent? All right, now you're now going to perform what we call the five press method. You're going to press release, wait a second, press release, wait a second, five times. The [silence] on the on the [silence] will light up and you'll hear.
12:00
Speaker 1
right one two three four five all right now it's solid yellow it's blinking yellow [silence]
13:00
Speaker 2
press the reset button [silence]. press the reset button. now wait for it to finish blinking. it usually takes around three to four minutes but it will stop blinking.
13:00
Speaker 1
All right. It's solid. Green.
14:00
Speaker 2
Wait for a minute. Let's double check if it's pace that same color.
14:00
Speaker 1
it's still solid green says
15:00
Speaker 2
Perfect. Now turn on the child node. Your parent node is successfully working, so we now need to add the other one.
15:00
Speaker 1
All right, I've turned it on. How do I know when it's done rebooting? And by the way, I want to see if the um it's it's solid blue but I want to see if the um you tell me it's working but it wasn't working. I want to check it. Right. Right. Um there's no sound so far.
16:00
Speaker 2
All right. Let's just wait until it's done rebooting. Since you perform the factory reset, your old WiFi name will completely disappear. It will revert back to its original WiFi name which should state "Villop setup" or "Linksys setup"
16:00
Speaker 1
So it has it's a V'lo set up. And yeah, I'm connected to it. That's on my phone. Let me do it on my computer. The child is is now solid red as now blinking red. But hang on one second. So the V'lo set up on my computer is not working.
17:00
Speaker 2
Are you connected to it? How about on your phone? Perfect. All right. Go ahead and try new computer as well. What's the light in the child node just to make sure? All right. That's completely normal. You need to factory reset the child node. To factory reset it, you just need to hold the reset button until the light goes out. Is that the same velop setup that's underneath the parent node? Check if their name. [silence]
17:00
Speaker 1
Oooh. [silence] Jesus Christ. Bilip [silence] set up [silence] 120. Yes, it's the same. I mean, it's not connected now. What do you mean disconnect? Okay, but I... Okay. Okay. It's not connected. I'm trying to connect now.
18:00
Speaker 2
are the same one. All right. Try disconnecting to that develop setup on your the computer and try reconnecting to it again. If it was connected, you need to disconnect to it. If it's not connected, then you need to connect to it.
18:00
Speaker 1
So it's still swirling but the Wi-Fi signal in the drop down menu where develop setup shows it's swirling but the Wi-Fi icon in my toolbar is solid. Does that mean anything? Okay, you know the Wi-Fi icon like looks like a piece of pie? That is it appears to be on like it's bright. Yes. Yeah, but the belt, but in the in the drop down menu it's swirling.
19:00
Speaker 2
talk can I yeah can I ask what do you mean by solid? Mm hm. Mm hm. It's like it has full bars. All right, that's good to know
19:00
Speaker 1
Let me see if I can get on a web site. Okay. I seem to be able to get on a web site. But I wanna. I wanna see if that's true also on my phone. Okay. Yes. All right. So now on the child one. What am I doing? All right.
20:00
Speaker 2
Well, all right, that's good to know. Now, let's go ahead and proceed. Uh-huh. On the child node, you're going to factory reset it. Hold the reset button until the light completely goes out.
20:00
Speaker 1
All right. Am I letting it sit here with the light out? Right. All right, it's solid blue. Now, it's blinking.
21:00
Speaker 2
Yes wait. Let's just wait until it's done rebooting again.
21:00
Speaker 1
it's blinking blue. Now it's solid red.
22:00
Speaker 2
What's the lighting the child node? All right. Now, go to the parent node again.
22:00
Speaker 1
OK, OK, 1, 2, 3, 4, 5.
23:00
Speaker 2
on the parent node you're gonna perform the five press method again hold the Reset I'm sorry um press release wait a second press release wait a second five times on the Reset button of your parent node Mhm Double check if the um the child node will start changing lights Now Now let us wait [silence] three to five minutes until that child node stops blinking.
23:00
Speaker 1
All right. No, it's blank. It was, it's the child note is solid red now. No, now it's blinking red. All right, now it's. Yes, I'm observing it. Okay, now it seems to be solid blue. More or less, it was certain the green color before. Correct.
26:00
Speaker 2
pick and observe it. mm-mm, Perfect. So it initially changed to solid blue, changed to red, and now it went back to blue, is that correct? Alright. But right now, it's now on a solid blue. [silence] keep on observing it. mm-hmm, Perfect. So it initially changed to solid blue, changed to red, and now it went back to blue, is that correct? Alright. But right now, it's now on a solid blue.
26:00
Speaker 1
Okay. I'm going to turn this. All right, I relocated it. All right, it seems.
27:00
Speaker 2
Perfect. Now, Both of your nodes are working and configured again. All that's left for you to do is just relocate the cell node back to the original spot to where it was. Now, you just need to plug it back into the power and let's just wait for 3 to 5 minutes until the child node is done rebooting successfully.
27:00
Speaker 1
to be solid blue. Now it's blinking blue. All right, it's solid blue, but let's see if it blinks again. [silence] it's solid blue. Yes. How do I change the name back? I have the links. Right. Let's just. All right, so hang on. Let me see.
28:00
Speaker 2
What's the light right now? Perfect. So once again, you now have a working and configured node. Nothing else follows. Everything works now. Is there anything else? You have two options. The first and easiest way is to download the Lynxist app. Since the app will guide you from the start until it finishes where it allows you to change the WiFi name and password. The second option is by using a laptop or computer.
31:00
Speaker 1
that, I can even understand what you want, what I'm supposed to do on the app. Okay. So, um, I'm agreeing. Okay. Allow it to find. Um, oh, for fuck's sake. Um, connect the router to your modem. I've done all of this. Okay. All right, next. Yes, checking for internet. Okay. Pick up something. Okay, name your Wi-Fi. All right. All right. Continue. All right, I'm just letting this go through its process to make sure it's working. All right. Now let's connect to your new Wi-Fi. Oh, for fuck's sake. Looks like you're not connected to your new phone. Please follow. Step one, go to your phone's apps and select Wi-Fi. Okay. All right. um It's doing it now. I don't really understand what it says. Okay. So it says, it's okay, next. Right. I don't really understand what it's telling me. I think it's just, it's nonsense. So it seems like it's connected.
32:00
Speaker 2
All right. Were you able to connect with the new Wi-Fi? What does it inform you right now? Yes, what's the specific message? [silence]
35:00
Speaker 1
look, I can't even I can't I don't know. Let me see. It says it's telling me to do stuff I already did. Connect your devices to your new Wi-Fi and then it wants me to go to the dashboard. I don't know what the dashboard is. it's not of the Linkss app. Okay. And I want it to find local devices. It wants to send me notifications. Fine. Allow. And now it has okay. Now it says it's online. Nodes, devices and it says five connections. iPhone, iPhone and MacBook. And so devices. [silence]
36:00
Speaker 2
Yes, you go to the dashboard, that's the home page of your app. [silence] All right. [silence] So you're now in your... [silence]
36:00
Speaker 1
Right. But listen, how come it's only got a few bars? Shouldn't I have a stronger connection if I'm sitting here by the child node? [silence] Oh. [silence] It's adapting to changes. Okay. All right. I'm going back in the other room and I'm going to connect the computer.
37:00
Speaker 2
the dashboard which indicates you were successfully able to set up the unit properly. For now, since you just relocated the child node and you also change the Wi-Fi name and password, the child node is still adapting to that changes. So it usually takes around 10 to 15 minutes before it can fully configure and once that's done, everything should also follow correctly.
37:00
Speaker 1
All right, it seems to be on. Um, no, not now. This is really tedious and awful, but anyway, I guess I'm back up and running now. Thank you. Have a good day.
38:00
Speaker 2
All right, perfect. Is there anything else? All right. So if there's nothing else, once again, thank you so much for calling Linksys. Take care and have a great day.
38:00