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. Thank you for calling Linksys. My name is Charles O'Connell. I do need a serial number, yes. Got it. And what's the model number? Okay. What is your first name and last name so I can create a record for you? What is your email address? And who's your internet provider? What's the status of the node right now? Is it solid white? Okay, turn it on, plug it in where the main node is located, plug it in three feet away from the main node, and I'll plug it in three feet away.
00:01
Speaker 1
guess I got to have my suit problem that I have I've got I bought a 6e 3-pack Amazon and in any event the problem that I have is one of the nodes does not want to from red to you know it's blue in the first place and then it goes to red and then it goes to white well the white does not stay on that's my problem with that note resting oh I see the serial while the serial number is small do you need the serial number get a magnifying glass out here hopefully I can see a small print I have 8w 1 0 m 2 8 6 4 2 0 that I can read that's bigger print MX 6 2 0 0 miss time Thomas and my last name is Brennan that's b-r-e-n-n-a-n like in Tom P like in Paul Brennan b-r-e-n-n-a-n at roadrunner.com plugged in right now it it was turning red all the time well I'm quite a ways how about this how about the secondary do you want a secondary note I got
00:33
Speaker 2
Just the one that's in the middle. What is it that you're having a problem with? Hmm? What's that? It shows a red light blinking, press and hold the reset button, hold it down for 20 seconds. Yes, that's right. It's staying white right now. So I want to do the reset, just in case. That's right. And just press the reset button, hold it down for 20 seconds. Right, it will cycle to blinking blue, then back solid blue, and when it backs solid blue, let me know so we can start adding it back to the network. We just need to wait for that to back, to be back solid blue.
03:52
Speaker 1
to get another phone this one the battery looks like it is dead on it I'm going to open another phone and I hope it doesn't squeal on you are you there oh good good because I looked it's I heard it go beep beep beep and I went to look at the phone and it's the batteries got zero life on it that was was not good I'll see if that charges up I got a few extra batteries so I can always put one in I've got extra batteries for the phone I can put a in if it's bad. The battery has died because they do every so often. Okay, I'm going to plug this in now, right now. And what I did before this is the TV was not working. It was not connecting to the Wi-Fi. But it said on the monitor on the TV that my Wi-Fi connection was strong. So, you know, it had some sort of chart that said that. But it wasn't connecting. So anyway, one of the things they said in the instructions was bring your, you know, Wi-Fi, your node or whatever closer to the TV. So I did that. I unplugged it where it was, and I brought it closer to the TV in it. And it turned white. white, and the TV connected to it. And then I went back to plug it in where it was plugged in before, and it would not turn. It wouldn't turn. Right now it's blue and it's blinking. It wouldn't turn up. It'd go blue, red, white, for just a second or two, red. It's just blinking blue right now. It's still in that part of the startup. When it shows red, OK, I'll do that. Here, I'm going to put you on speaker so I can move around. Can you hear me on speaker? Still blinking on blue. OK, now it's on white. We'll see if it goes off white. It usually does. Just because I called you, it's going to, it's red. It did just what I would do. It turns white. It turns white for just a few seconds, and then it goes to red. OK, now what do I do with it? OK, it's back to blue. It's solid blue this time. Blinking right now. What do you need to do to add it back to the network?
04:03
Speaker 2
And, yeah, that's it for now. We'll do the next step when it's blue. Yes, I mean, the specs is better compared to the Wi-Fi 6E, but it's almost the same, though. It's blue, okay. At the bottom of the main node, there is a bigger button. Press and hold that for two seconds. The bigger button, that's in between the power switch and the reset button. Two seconds, yeah.
09:24
Speaker 1
How is that seven series? Is that a lot better than the six? This node was the farthest one away from the main node, but it worked for years. I mean, not years, maybe a couple of years. Now it's not. OK, I think it's solid blue now. It kind of hesitated and turned. You didn't see any color for just a millisecond, and now it's blue. It's solid. For two seconds? One.
09:39
Speaker 2
Yes. What's the light of the main node? What about the child node we're trying to add? That also blinking? The child node, right? Not the main node. Which node? Wait, hold on a second. You lost me there. So where did you push the pair button? Did you do that on the main node, main tower, or the extended tower?
10:59
Speaker 1
OK. Blinking white. Blinking white. Oh, it's turned kind of yellow or orange. This node has gone red. Node that I pushed the button on. The. The. This is, you know, this is one of the child nodes. I've got two of them, but it turned red before I could check the other one in the tower. Was I supposed to be, okay, this is,
11:00
Speaker 2
Oh. The main tower. That makes sense that it's blinking red. It makes sense. So press again the reset button up there. Hold it down for 20 seconds. Let's wait again until the light shows solid blue. Just so we won't be confused, when I say main node, it's the parent node. When I say child node, it's the child node we're trying to add. So, yeah, do it on the child node, the reset. Press and hold the reset button up there, 20 seconds. All right, thank you.
13:16
Speaker 1
is this for this one or is this for the main node? Is this for the child node? I'll do that. It started out blinking kind of that orange color,
13:35
Speaker 2
All right, when it's blue, solid, let me know so we can add it back.
13:55
Speaker 1
and now it's dipped back to blue. Actually, I don't think it's blinking blue. I think it's solid blue. No, it's starting to blink. If I need to go up and work with the parent node, that's upstairs, so I'll have to go up there. What's the distance?
14:26
Speaker 2
All right, I'm getting confused now. What's the distance of that node to the main node? Yeah, the current distance estimated. All right. No, I hear a reset. But to be able to add that, again, it needs to be three to five feet away from the main node. So you need to move that, get it, move it to where the main node is located, plug it in, where the main node is located, three feet away from the main node. All right, cool. Yeah, I can hear all right.
15:15
Speaker 1
I don't know. I mean, it's in the upstairs portion of the house, which is probably, I'm going to say 40 feet from here. I've got a house a little under 4,000 square feet, like 300. I'll do that. I'm unplugging it where it is now, and I'm bringing it upstairs. Yeah, I can do that easy. I'm going to change phones, though, because the phone that I have here does not work well upstairs, so I've got to change again. Can you hear me? Yeah.
15:24
Speaker 2
All right, it will cycle again to blinking blue. Let's wait three minutes. It will come back solid blue when it's solid blue. Let me know, okay? All right, thank you. That's okay. Three feet is okay. And yeah, we sure do appreciate that staying with Linksys. Did you say gateway? Oh, gig. Oh, okay. What's the light now? Is it back solid blue or still cycling to blinking blue? Hmm? It's solid blue.
16:57
Speaker 1
Okay, good. Main node. A long-time customer. I had another mesh system, probably one of the first of the mesh systems. It was smaller nodes, and I also, I had a, oh, a blue one, one of the, you know, what they started out with, Wi-Fi. It was one of those. And then I bought this. So this is like my third Wi-Fi from Linksys, so I am a good customer. I've got a, my Internet provider is a gig. It's running at a gig. So I've got, you know, strong Internet. It's a gig. I had 500, yeah, I had 500 meg at one point, but I upgraded this year to a gig, which is pretty much the strongest Internet, you know, that you can get from Spectrum. I had to change them to be able to handle the larger input from the, when I went to a gig. It's solid blue. Okay, I did it.
16:58
Speaker 2
All right, press again the pair button of the parent node. Two seconds. It's a bigger button again. It's in between the power switch and the reset button on the parent node. All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
21:50
Speaker 1
It's still white. Oh, now it's blinking white now, the parent node. It's blinking blue right now.
22:18
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
22:41
Speaker 1
What did you say? Something about questions? Yeah, I do have a question.
23:22
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
23:26
Speaker 1
Once I unplug this and bring it downstairs and plug it in again, is it going to be, is it going to go white? Is it going to be connected to the parent node? What do you think, what do you think caused it to disconnect from the parent node? I think it would be better to connect it to a closer,
23:39
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
24:25
Speaker 1
a little closer location. It's going to be downstairs, so it would be,
25:03
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
25:15
Speaker 1
you know, probably about, I don't know, maybe 10, 15 feet closer than it was before. Strange. It went to solid white for a while, and the parent node was still blinking white, and then it went to red. Now it's solid white on the child node, but the parent node is, blinking. Do you think it, you know, it worked for quite some time
25:19
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start. All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
26:20
Speaker 1
at the location that was farther away. Do you think it's okay to put it there again? The thing I noticed, and this is kind of interesting, seemed to be, the TV seemed to be working fine with just two nodes, and there's one that was in my office, which is behind the TV. So I wonder if I really needed to have it out there, or if it was out that far. I think I'll try putting it where I put it for years, and it worked just fine, and then all of a sudden, when I moved it around to get it closer to the TV to get the TV to connect with it, when I put it back, it messed something up. So I don't know. I'll try this and see if it works.
26:59
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Okay, okay. All right, it's going to take five minutes for your child to start.
28:30
Speaker 1
Okay, I got it unplugged. Helps so far. I really appreciate it. I keep surge protectors on this. On my old mesh system, I didn't have a surge protector on it. All the other, the other worked fine, and that one did not. It wouldn't start up at all. I have a surge protector. Just got the, it's blinking blue, and that's spring break, and they didn't know if they could get back into Ohio. So, long story short, they stayed here for a month, and mine just turned white. And my, he did all his work. He's in the insurance business. He did all his work on computer and everything with my mesh system, so it was a good darn, darn good thing I had it. Let me get in here in another room in my office.
28:46
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Parent node? Okay, okay. All right, it's going to take five minutes for your child to start.
35:54
Speaker 1
My phone number, you can use that as the case number. Is that what you're going to get? Do?
36:37
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Okay, okay. All right, it's going to take five minutes for your child to start.
36:48
Speaker 1
Yeah. Let's use my, do you have my phone number? Or not? No, that's my phone number. I think we're all set, and I, and again, I appreciate all your help. You were wonderful, and, and patient with me. So, thank you, and I feel a lot better. I thought, man, maybe this node is bad, and I'd end up going, you know, having to buy another unit, or buy, buy that node, buy a separate node. But, you know, you made it, really, easy. So, thank you. You too.
37:01
Speaker 2
All right, thank you. You're talking about the main node, right? Or child node? Main node? Okay, okay. All right, it's going to take five minutes for your child to start.
38:02