V2 Rubric Detail — a129e8d0-6127-11f1-8…

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Okay, so right now you're unable to go online using your Linksys routers? Okay, alright. So you're gonna have to model number and the serial number of your device, just try to look underneath it.

Okay, so that's... Okay, so it's 38, you for umbrella, 20m for Mary, 15D, like David, 01077, is that correct? Okay. And how long have you been using this device here? Any nodes you have in total? Three nodes. Okay. All right, let me just create a record, sir, so can I have your name?

Brandon, how do you spell your last name? And your email address, sir. Okay. So that's your first and last name, 750@gmail.com. That's Brandon Singer, 750@gmail.com. And your internet service provider. Okay. So you do have a modem from Centro, right?

Okay. All right, so, uh, here's what we're gonna do. We may need to verify the, uh, your connection. Um, like, uh, since you don't have internet connection, we'll need to check on the parent node first, the main one. And we'll also, uh, check your child nodes. Okay, so, right now, you do have a modem connected to the parent node, right? Let me verify your connection first. Is the modem connected to the internet port of your parent node? So, it's connected to the yellow port, right? And it says internet?

Okay, that's plugged in. And, can you tell me, what is the uh LED indicator of that parent node? What's the light? Solid blue. Okay. Right now, um... That is solid blue, but you're unable to go online. Do you have any computer available, Sir Brandon? Uh, can we use that computer? Would it be possible if we connect that computer straight to the parent node? Are you able to do that? Like uh connect it with an Ethernet cable?

Um, what's your computer? Is it a laptop or a desktop? Oh, it's an iMac. Oh, okay. All right. Okay, can we power on your computer and are you connected to your network right now on your computer?

Oh, Okay, so some of your wireless devices right now are not working. Some are working. Is that right? Okay, so, Not all of it, I see. So, Okay, so you're using you're using your username and password to sign in. Okay. Yes. Well, uh, just to set your expectation, sir, that the links to smart Wi-Fi remote access website has been discontinued. But, uh, you're still able to, um, the router and the internet connection will still continue to work normally. Okay? You can still manage your router, um, using the app, but through local access only. And you can also access it by, uh, by going into myrouter.local. Okay? So, that's why right now you're having issues with the app. You cannot access it using your, um, Linksys Smart Wi-Fi account. You can only access it locally. Okay? So what are we're going to do, Sir Brandon, is we're going to verify the settings of your router. Okay. I may also need to check if you have the latest firmware of that parental node. So, can we use your computer temporarily? Okay. And, uh, since your computer is not on right now, um,

The theater is working. Can we open up Safari or just open Google Chrome? And go to this address. Okay? That would be http colon slash slash my router dot local. Okay, just go to advanced and proceed. [silence]

Okay, so are we on the linksys smart wi fi page, okay but. Okay, yep, uh just to use the recovery key on the parent node, so try to look at the parent, uh parent node and uh, enter the recovery key. Mhm. Yes, it's asking you to create a new router password, sir.

So just create a new one. Unexpected error. All right. Yeah, I've actually encountered this before. Do you have another browser? Or can we, that is Google Chrome, right? You're using Google Chrome. That's Google Chrome, or you're using Safari.

Okay, can we try Chrome? K- to go to the same, same link, my router.local. When you get that message, unexpected error, um is it a blue uh page or is it a white page, unexpected error? Um, is there any number, um, besides the unexpected error? 598. Okay.

Same error. Can we click on the three dots on top and open up incognito? [silence] Okay, once you open incognito window, try that link again. okay should reset her and try to access it build the same thing okay um let's just try to access it without connecting your modem to the router so kindly disconnect the cable from the internet port of your router okay okay so we'll just temporarily disconnect the modem the center modem so from the Lynces yes from the parent so disconnect it from the internet the yellow port at the back of your current node okay after you've disconnected the modem okay check first if your computer is still connected to your network

it's still connected. All right, can we go back and access the page? Yes, so we won't have internet access. Yeah, because we've disconnected the modem, but that's all right. We'll just try if we can access the router settings. So um, let's open up a new incognito window. Can we close everything? Sorry. Uh, can we close everything and open up a new window? Yes, myrouter.local. Or can we try HTTPS colon slash slash? Okay, bblove00001.msappproxy.net, so let's put that in, yes. Okay. And it's not working.

Colon. Colon. Let's try that. That's 192.168.1.1. Okay. How about my router dot local?

Still unexpected error. I'm so sorry for this. It seems that your router had been affected with the update. Because there was an update recently that the Linksys smart Wi-Fi remote access is no longer accessible. So that could be the reason why you are having this issue. Uh we have no other choice sir but to reset your router to factory defaults. Do you still have a copy of the wireless settings, like your network name as well as the password? Can you... Can you remember your network name and password? Okay, alright. Yes. Yeah, the reason why I asked Sir is we will be needing that later on once we reconfigure the device. We'll just have to reset your parent node to factory defaults and we reconfigure it, okay? So, um finally connect your modem back to the internet port of the parent node. Okay, it's plugged back in. All right. Now, once it's plugged in, kindly press the reset button of the parent node for 25 seconds. So you can tell if it's reset properly, once the power I mean once the LED indicator on top will turn off and it turns blue. So just press and hold it for 25 seconds.

Okay, did you already press and hold it for 25 seconds? Okay. Yes, you may let go now. All right, we're waiting for the lights to stabilize. So can you please take a picture of the Wi-Fi of the default settings of that parent node? Just take a picture because we uh, we need that to connect. At the bottom, yes. Okay, now can you

check the LED light, the LED indicator, is it solid now? solid purple? okay. All right, now let's go back to your computer and click on the Wi-Fi icon. Okay, and uh if you click on the Wi-Fi icon, can you see the Velo setup name? Did it show up? Try to turn it off, and then turn it back on. Turn off the Wi-Fi and then back on.

Is that the name that? Okay, what's the name, by the way. Underscore V-L-O-P setup. 06. Okay, now please select that name and connect to it, sir.

Okay, so you're connected. All right, good. Now, can we open up Google Chrome again? Just open incognito, okay? All right. And type in again my router.local. Yes? If it's gonna ask for a password search, just type in admin, all lowercase, a-d-m-i-n. Are we able to open the links to my Wi-Fi tools?

Okay, good. All right, can we click on C.A.? C.A., it's actually down at the bottom right. It's on blueprint. Uh, it's really small right beside the privacy policy. Yes, the A. Try to look at the bottom right. Bottom right. Do you see privacy policy there? Right next to that. Okay, so you don't see C.A. All right.

Yeah, since, can you still recall the name of your, your network? Uh, yeah, yeah, you, you took note of that? Yes, right? Okay. Yes. Can we, but, um, can we gather your, your child node in one place? Can we, move them closer to the parent node, like, uh, five to six feet away? Because since we've reset your parent note to factory default, um, we need to do that. We need to connect your child nodes back to the parent note. Okay, sure. Just take your time to, furniture. Yes, please. Turn them on. [silence]

Okay, can we go back to your computer? We'll just wait for the lights stabilize on the child mode. So while waiting for that, let's just go back to your computer. And go to troubleshooting. Yes, and click report. Try to refresh it again. Make sure you're connected to the Wi-Fi.

and expected error. Okay. Can we try to reboot the router and the modem, please? Unplug the power of your router and unplug the power of the modem. The parent. The parent. The parent and the modem. Yes. Yes. Both. Both. The parent and the modem. Okay. We'll wait for 30 seconds before you plug them back in.

Okay, can we turn on your modem now? Wait for the lights to stabilize before you plug in the router, the parent node.

Is the modem now turned on, sir? It's... It's still... blinking.

What's the it? [silence] What's the what's going on now? [silence] What happened? [silence]

is it not turning on? you just unplugged the power, right? the power adapter? okay. it keeps on turning off.

Is it solid now? [silence] Okay, once the modem is turned on, kindly turn on your parent note okay.

okay, good, thank you. yes, so please wait for the light on the parent node to turn solid blue.

Okay. All right. Can we go back to your computer and check if you're connected to the network, okay? [silence] All right, so let's open up a browser. Just use the incognito, sir. [silence] And back to my router.local.

Okay. So can we go to troubleshooting? And then report? What is the firmware version? Okay.

Can I have it, please? No, no, no. I'm under internet connection IPv4. not the local network that is the IP address 192.168.1.114 or 113, okay? Okay. Yes, IPv4 connection, right? Internet connection, I

IPv four. Okay. Alright, okay. All right, can we press okay on that and go to wifi settings? All right, now, please change the name of the network now, sir. Just set it to the same name that you had before. Same wifi name and wifi password. Okay.

Yes. Did you set up a different name for the 2.4 and the 5 GHz? Yes, but the one that you had before, was it a different name or did you make up this. You made. Okay. Can we separate the names, sir, of your network? Because it might be that's the reason why you were having some issues with some of your devices. Because uh not all wireless devices can connect to the 5 GHz network. That could be the reason why you're having some issues. So try to separate the name. So I would suggest you put your name and then you put 2.4 at the end. Same goes with the 5 GHz. You put [silence]

what say my name and then put five at the end. but you can use the same Wi-Fi password for that. Okay. Alright. After you change the settings on the three bands, just click apply and then okay. Let me make sure it's okay. All right. Did you already click apply and then okay? Is the router rebooting now? Alright. Yes, we might get disconnected since we've changed the wireless settings. so you need to reconnect to your network. Just go to the Wi-Fi icon again and check if you see your

OK, new network. OK, try to connect to it. OK. Now, reconnect. Now, check if you're online. You're online. OK. Now, what we're gonna do with the child nodes, sir, by the way, can you can you check the lights on the child nodes? [silence] Implement them on the child as well. [silence]

So let's perform a reset. On those two child nodes, you just press and hold the reset button for 25 seconds. All right, just do the same on two child nodes, okay, on both child nodes. Okay, so we'll wait for it to become solid. [silence]

OK, is it sold now? solid? Purple or sold? Red. sold, purple. OK, so let's perform a 5-press on the parent node. So to do that, press the reset button five times.

on the bottom, there's a reset. So press the reset five times, do not press and hold it. Just press it one, five times, okay? So press release on the parent. Yes, on the parent only. So press release, press release. That's it. Okay, the parent node should blink. Same goes with the child notes, the lights should blink on the child notes, and that may take time to communicate. So we'll wait for the the lights to turn solid on those child nodes. No, no just the parent node. We only do that on the parent node. So it's actually establishing a connection right now, so it may take three to four minutes to pair the child node back to the parent. [silence] While waiting for the child nodes to pair, Ser, why don't we check your other wireless devices? [silence]

Does it connect via blue

So blinking. Well, I would suggest you separate it, every case. That could be the reason why you were having some issues, because you mentioned that some of your wireless devices are not connecting.

So, um, yeah. So if you if you make it this one, um, that work name, then it, uh, it's like you're forcing it you're forcing your devices to connect to the five gigahertz, and some of the wireless devices um will not connect to five gigahertz network. So it's it's it may not compatible with the five gigahertz that's very good. So both of the child node are now connected. All right. So you may relocate your child node to because since the child nodes are now working. And um is did you check your wireless devices if they're all working as well?

well, uh, yes, I've mentioned earlier, if you wanna go to the app, you can only, yes, you can still use the app, but there's an option there for local access, so just choose that option, local access, and it's gonna ask for the router password, and by default, that is admin, okay, you can still use that app, and yes, if you want the full configuration of the router, you can go to myrouter.local because the app has limited settings there.

Okay, so they're all working now, they're all blue. Okay. All right, Sir Brandon. So, yep. Everything is now. Okay, so they're all working now, they're all blue. Okay. All right, Sir Brandon. So, yep. Everything is now. [silence] .

We're now configured and we have just set up a separate network for all of your your devices to be able to connect with no issues. So would there be anything else? Thank you for your time and your patience there. You did great. Thank you so much again for calling. Thank you. This is. You do have a great night. I do hope you're happy with our service there. Thank you. Bye bye for now.