Speaker 1
Sorry, what is your name again? Trish. Hello Trish. Um, I've got technical inquiry. Are you able to deal with a technical inquiry? Um, I have um, some links boxes. Um, they're sort of the sort of long box type ones. Um, I've got a model number here. W-H-W-O-3-V-2. Um, and I've had them for quite some time now. I don't know quite how long but probably five or six years. Um, yet last week um, I...
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling Linksys. This is Josh. I can help you? Uh, Josh? Yeah?
00:00
Speaker 1
had a new broadband service installed. I now have Sky broadband. and I I I I I call the mesh that I use with Lynx is, my my home network, and I linked it up to the Sky router. And that's all fine. and everything is working fine in the in the house. Um, but recently, uh, in fact, today and yesterday, I tried to make some calls, um, using Microsoft Teams to some work colleagues. Um, and in the past, when I've, uh, been linked up to my home network using the Lynxies, I don't know, what's it called, nodes, boxes. I've never had a problem. Um, but yesterday and today, when I tried to make those calls, uh, Microsoft Teams said it could not complete the calls. Uh, when I I changed the, em, my, my, em, my, my, my, my internet back to directly to the Sky Router then it worked. But when I put it back on to my, what I call my Home Next network with my Linke ניצs nodes, it wouldn't work. Erm, and I've been looking for the last couple of hours on, you know, the different information that you give, em, on your, you know, when you go into the app and things like that. But I can't work out, I'm just not clever enough, uh with these things, why, um, since I got my Sky Router and Sky Broadband, uh, and everything else is working, uh, no problem, just like it used to, using my Linkeitేs nodes and the mesh that I've created in my house, everything works, except for the Microsoft Teams phone calls, um.
01:00
Speaker 2
If your internet service provider is Sky, just to verify.
02:00
Speaker 1
It is Sky, yeah. [silence] Um, oh, gosh. Now you're asking. [silence] Hang on a second. I'll have to go on and have a look. Which? Which? the [silence] Do you know something? Um, it doesn't say, but it's the better of the routers. They do two different routers. Um, hang on. I, yeah, just hang on a second. If you bear with me, I can't, it's so small, I can't read it. Um, just give me a minute. I'm going to take a photo of it and make it bigger. Um, whoops. That's a good. Uh sorry about this. Um, can you still hear me? Yeah. Go. So, I'm having to contort myself.
03:00
Speaker 2
okay, what's the model number of your router? [silence] you try to look underneath the router? [silence] yeah, okay.
03:00
Speaker 1
Sorry, just one second. Okay. Let's just see what that says. Well, uh it's got a model number. Is that what you want? the model model number? Yeah, the model number is looks like a 5R 21 3A, that could be an SR. Is this a sorry give me a minute. Sorry cuz I'm doing this all on my phone. Uh sorry, is this the did you say latest device?
04:00
Speaker 2
[silence] They're blue model number NG zero number five eight four. Uh, is this a Langston's device? [silence]
04:00
Speaker 1
Oh, the links is, I thought you meant the sky. Yeah, it's, I think it's WH-W-O-3-V-2. I'm sorry, I beg your pardon What? Oh, the serial number hang on, hang on. Can you hear me? Hello? Hello?
05:00
Speaker 2
Now I'm asking for the model number of the Linksys device. OK. How about the serial number? The serial number. Yes sir. Do you have the serial number?
05:00
Speaker 1
Can you hear me? Hello? [silence] Yeah, I'm so sorry. Yeah, I'm so sorry I was giving you the - so the serial number is 20J20605909759. Well I have three of these and I also have a different one which plugs into - is a different sort of link um so I don't want to take it out but it's one that uh plugs straight into the wall uh which I bought separately which is also Yes, it also links with device. When
06:00
Speaker 2
Yes, I can hear you, sir. Can you let me know once you have the serial number, sir? Okay. How many Linux device you have in total? Okay. Okay. And alright, but it's also a Linux device, right? Okay. When did you purchase this device?
06:00
Speaker 1
I can't really remember. It was a long time ago. Probably maybe five, six. It was pre-covid. So, it'd probably 2020 something like that. Might even it've been earlier. I haven't called, I may have called. It's a long, long, long, long time. Yes, it's Stuart Jacobs. S-T-U-A-R-T Jacobs, J-A-C-O-B-S. My email address is Stuart, S-T-U-A-R-T.M.Jacobs@btinternet.com. Yeah. I said I bought a bicycle. [silence]
07:00
Speaker 1
I bought these a long time ago from Amazon. I beg your pardon? Yeah, yeah, I do, I do. I'm just in front of a computer now. Hang on. I'm just double checking that. Oh, God.
08:00
Speaker 2
[silence] Okay. So, all right. So, technically, sir, your concern is that you cannot make Microsoft or calls through Teams using the Linksys network. So, for that, sir, we are going to access the settings of the router so we can check if there's any that we could change in order for you to be able to make calls using Teams when you're connected to the Linksys. Do you have a computer for us to do that, sir? Do you have a computer for us to access the settings? [silence] Okay. All right, make sure that your computer is connected to the Linksys network and not to your SKY network.
08:00
Speaker 1
Yeah, it's on the link. OK, hang on. Whoops, browser. I understand. I'm
09:00
Speaker 2
Okay. Now you open up a browser. [silence] And by the way, sir, [inaudible] wanted to inform you that [inaudible] we only provide 3 year warranty for this device, that technically this is already out of warranty. And if in that case, sir, the device or the product will be deemed defective thereafter in the future or after we troubleshoot, then it's not going to be subject for replacement at all, okay? But we will still be able to provide you technical support. But let me know, sir, once you are able to access the or open the[silence]
09:00
Speaker 1
Yeah, I've done all that. Can I just say, I'm not, I don't, I know it's not out in warranty anymore. I just wanted some help. I don't understand why it's working fine other than teams, teams calls. Oh, I will. Don't worry. 119 192.168. Yes. Oh, it's coming up anyway. Okay. And do you want me to click on that? It says it says 192.168.1.1 Login admin. It also says further down how to solve a problem.
10:00
Speaker 2
connect to the Wi-Fi open browser okay I. understand, sir. I'm just setting your expectations, sir. So, when you have the browser open, yeah, um, type in on the address bar, uh, 192, so, 168, then 168 dot 1 dot 1. Okay. What does it say there? [ silence ]
10:00
Speaker 1
Problem 192.1 that's not one 68.1 that's uh [silence] I'm using Chrome. I need it [silence] Did you say dot one dot one or 101? [silence] Yeah, I've done that. [silence] Yeah, I've done all that. [silence] And I have some, it says, there's a list of things. It says, router network, 192.1. [silence]
11:00
Speaker 2
okay where did you type in then it should you should be you should type in a number number there on the address bar you see when you open a browser what browser are you using by the way okay now um on the address bar Sir that's the long bar at the very top of the screen there's long bar there where you type in the address you type in there the 192.1611..1..1 alright you put the numbers there on the address bar not on the search bar okay what do you have now [silence]
11:00
Speaker 1
Right. Well how do I do that? the settings for the computer? Yeah? Okay. Settings. Okay, I've been doing that now. uh network and internet. Is that what you want? and yep. yep. hang on a second. Um
12:00
Speaker 2
Let us try to go back to the Wi-Fi settings of your computer, sir. Let's check the IP address of your network. The IP address that your computer is getting when you're connected to the Linksys device. Go to the settings, sir. Yes, Wi-Fi settings, sir. And then click on the network, the Linksys network that you're connected to right now. Yeah, then Wi-Fi settings, sir.
12:00
Speaker 1
Okay. So, uh, it says, okay, so I've got a lot of stuff here. There's WiFi network password, connected automatically, public network, and then, yeah, well, that's, yeah, hang on a second. Okay, let's do that. Um, well, I, I, I've done all that and I've got a list of things here. WiFi, Ethernet. Sorry. Um, I see, um, well, I've just clicked on it. I see WiFi, oh, [silence]
13:00
Speaker 2
Okay, wifi sir, under wifi sir, click on then it says that you're connected to your, to the linksys network, right? You right click on it check for properties. [silence] All right, what do you see now? What do you see on the screen now? [silence]
13:00
Speaker 1
on home properties which is the name I gave to links it and it's got um IP assignment automatic DNS server assignment edit DNS um protocol. hang on. local IP. um just give me a moment please. um I've got an IPV4 address. yeah? IP 4 IP 4 default gateway. 192.16 so I'm so sorry. IP 4 V. hello can you hear me? yeah. So it says IP V4 default gateway is that what you want?
14:00
Speaker 2
Okay, you click on that, sir, double click. What's the local IP, sir? Okay, what's the RPV4 address? Okay, what was that? Go ahead. Yeah, I can.
14:00
Speaker 1
192.168.1.1 IPV4 DNS. servers 192.168.1.1 yes, I'm back. okay, I have done that. I have [silence] right, and it comes up there's various things that come up and it says 192.168.1.1 login admin. yeah, I'm going to click on that. uh accept. and it says uh router network 192.168.1 click to continue click to continue.
15:00
Speaker 2
Whenever you get to that, you know, click on that, sir.
15:00
Speaker 1
Continue and download. And then, underneath that, it says... I beg your pardon? Sorry, what did you say? You're almost done. Click to download. I don't think that's the right thing. I don't think that's the right thing. All right, hang on a second. And hang on, I'm now, I'm logging in. Click on the button below to add an interface to your router. And it says Linksys. Why am I getting a warning when I try to access my router settings in the browser? Continue. Yeah, it says your connection is not private. Advanced.
16:00
Speaker 2
well done. Just click on that. The log in, test the log admin log in. UH OK. oh, yes, where did you technically think, where did you technically type in 192.168. One. one says? OK, shall the way down and then I click continue. Yes. Uh-huh makes click advance, sir. UH check it.
16:00
Speaker 1
This server could not prove that it is 192 168 1.3 its security certificate isn't trusted by your computer. I've done that and it's now waiting: and it says Linksys Smart Wi-Fi. Hang on a second. it's still waiting and now it's come up reset reset admin password. and it says, we need to set up your admin password so you can access settings when you are not online. Where do I get that from? it says it was a blue box around key 1 2 3 4 5. Right. are you talking about on my on my actual boxes or on the screen? [silence]
17:00
Speaker 2
Okay. Okay. Proceed through and save. Proceed to the unsafe, sir. Okay. Okay. What? Okay. Okay, so it's asking for a recovery key. What do you see on the screen, sir? What does it ask you? [ silence ] So there's a reset recovery key underneath the router, sir. The main router.
17:00
Speaker 1
Green. Okay. Right. Hang on a minute. I'll have to go and have a look. One minute. right. Will it be the same on all of the boxes? So the number. I've got is 8, 2, 2, 8. Okay. Hang on a minute. I'll have to go back underneath my desk again and take a photograph of it. And then that won't be. So, forgive me a minute. I'm having to.
18:00
Speaker 2
Lynx's device serves.Of course, the link to the actual box serves.3It should be on the one that is connected to the router or the main one.
18:00
Speaker 1
Pull out all the cables. right. Recovery key, I can't quite read it one minute. Okay. 65430. So... 65430. Right. 65430. Do you want me to press submit? Hello? Yeah? Okay, I've done that. It says, create a new admin password and hint. So, what do I do? Choose a password that is secure and easy to remember. Number, yeah? So I put something in there that I like. Okay, so let me... Okay, and then it says password hint. Right. Okay. And should I press reset?
19:00
Speaker 2
Yes, sir. So, there's a password requirement, make sure that you adhere to the requirement. It should be at least 10 character With uppercase and lowercase, character, numbers, and then special character.
20:00
Speaker 1
Oh, we've encountered an unexpected error. If the issue continues, please visit our technical support site. Okay. It just it doesn't say what it is. It just says we've encountered an unexpected error, 2298. Unexpected. Okay. Right. I'm going to lose my well, I'll probably have to go okay. I'm doing that now. [silence]
21:00
Speaker 2
yes. okay what's the error sir? okay let's try to usually sir this issue will be resolved with a reboot on the parent node but if in case it will not work we'll have to reset and reconfigure the whole system so for now first let us reboot the parent node and plug the parent node and plug it back in are you in Wi-Fi calling sir.
21:00
Speaker 1
Okay, so, should I plug it back in again? Hello? hello?
22:00
Speaker 2
Yes, sir. [silence] We're able to, [silence] Okay, just wait for the router to fully boot up. [silence] They usually, [silence] Yes. [silence] You just have you have to unplug and then replug so just wade
22:00
Speaker 1
Hello? Still not the right color. Uh, it's still like a turquoise color. Um, not yet, no, still solid and it's turquoise and it's not, normally it goes red and it starts blinking until it goes sort of more greeny. But it's not, hasn't even started that yet.
24:00
Speaker 2
A light indicator, sir, is it blinking or already solid? Okay.
24:00
Speaker 1
It's red. but it's still solid red. it's going to have to start blinking red and then it will go the right color green. now stop being red. it's going back to No, it's taking ages, I'm afraid! [silence] And all the rest I'm just walking around, all of the others. I don't know. [silence] That's the main node. [silence] It's that's it's sort of a greeny color. No, it's not flashing red anymore. [silence] Big [nerve]. [silence] The main node is sort of turquoise green.
25:00
Speaker 2
Okay. Now is it solid, too? So what's the model number of the uh, I mean, what's the light indicator of the main node? I, the main node is still flashing red what’s the light indicator? What is the light indicator of the main, node? Okay, now connect your computer back to the network of the.
26:00
Speaker 1
No internet? Okay, so now we're connected again. Hello. Yes, I've gone back to the browser. Oh, oh, you want me to go right back to that? Okay. Okay, I've done that. Hello. I'm back into Linksys now. Um, why am I getting a warning that when I try and access my router settings in the browser? Uh, okay. Where is that? Um, I think it's continue. Determine.
27:00
Speaker 2
What does it say now sir. okay, what do you see? Okay, so you know what to do to bypass that too you click advanced?
28:00
Speaker 1
Well it's still waiting, but if you give it a second, it's going to say enter recovery key again. yeah Okay, let me just remind myself what that is. Uh I have to look again because I can't remember 65430 65430 65430 Submit Waiting admin password.
29:00
Speaker 2
Okay. What does it say now? [silence] Okay, so you enter the same recovery key. [silence]
29:00
Speaker 1
still saying unexpected error 2298. And how do I do that? I don't think, uh, can I just stop you there? I, what I'm going to do, I don't think I'm going to do all of that. Um, I'm just going to, when I need to make a Teams phone call, I'll just use, I'll link up directly with Tim.
30:00
Speaker 2
Okay, well, if that's the case here, our last option is to reset and reconfigure your whole system. So we have to reset all of your nodes here and start from scratch. So we will have to delete all the information that you have on the router. And we will, so technically, we will like factory reset the router. Back it, mean start from scratch.
30:00
Speaker 1
I mean, it's inexplicable because the mesh is working fine for everything as it is. Except for Teams phone calls. And I don't want... Okay, let me just see what else... Right, hang on a second. Um, I should do... Um... Hang on. What else have I got here? I've got Microsoft Edge. Okay, I'm opening Microsoft Edge.
31:00
Speaker 2
I see. we can try we can try um one work around here. we can try to access it using a different browser to do to just isolate if we will get the same error. do you have any other a different browser on your computer? you can open Microsoft Edge.
31:00
Speaker 1
Reset. No, still the same thing. Unexpected error. 2298.
33:00
Speaker 2
Okay, well, if that's the case, then I guess our last option is the reset. But if you're not ready to do that now, you can just use or do the thing that you did before. I mean, when you're having the issue, you could just disconnect your scan. But if you are, I really apologize for this inconvenience, sir. I understand that it would be very inconvenient for you to switch a network to have need to switch a different network to be able to make a phone call. Um, I mean especially for microsoft teams. But [silence]
33:00
Speaker 1
All right, well, thank you very much for that. All right, thank you for your help. Bye-bye. Bye.
34:00
Speaker 2
we have a workaround prepared for you, sir, if you are ready, okay? We can try to reset the system. Okay, no worries, sir. You're welcome and thank you for your
34:00