Speaker 2
welcome to link up support to assure quality service your call may be monitored please remain on the line for assistance. Hi thank you so much for calling linkup this is treasure can I help you? What what's the model number of your router? What is the model number of the router there?
00:00
Speaker 1
and the serial number is Seven to ECHO, one zero M for mother, two A for Apple, F for Freddy, zero, two four four seven. So, they only installed it on Monday and I've spent... Sorry, you say that again? It is, yes. Yeah, I've spent three hours on the phone with... Sorry, you say that again? Uh how did it both?
01:00
Speaker 2
OK. How about the serial number? [silence] OK. And have you called Langsis before? This is the first time? OK. So this is your first time contacting me? This is the first time you contact Langsis? OK. How did you try to log into the settings? How did you try to log in?
01:00
Speaker 1
Using the My router.info, uh incorrect password, but uh all of their paperwork, the community paperwork suggests that it should bring up an option to reset using the code on the bottom and that option isn't showing. Uh the password that's written on the bottom of the device. I've also just had a quick look on on the internet and Googled. Uh so I therefore tried uh admin as a password and that didn't work either. No, I haven't been able to to log on to to do that.
02:00
Speaker 2
Uh. Uh and what is the error that you're encountering? Okay. okay, well, that's very odd. Yes, the password that's underneath the router that's the default password. Have you created a password during the setup? But you were able... Okay, well, that's very odd. Did you set up the network? Yes... Oh, oh, did you click that? I bet. Okay, is there any power on the device? Okay. Uh-huh. There's power going to the router, you mean? The lights are on? Uh-huh. Busy? or nothing. What are we trying to do here? Are we trying to log in? Yeah, I just... Wait, so you can't get a call? You can't get a connection? Okay, okay. Okay, well... even though it's busy. Okay, open up the browser and try to type in the IP address. Click enter. Uh, did you set up on your wi-fi? No. Uh, okay. Uh-huh. Click the goto19216811. Why do you... 198...
02:00
Speaker 1
Correct. Yeah. And the Wi-Fi password is correct. That is the same. It's just the router password that isn't working. Yeah, it's John Truscott. T-R-U-S-C-O-T-T O-O-T That is J-W-T-R-U-S-C-O-T-T at AOL.com. Sorry, what I didn't quite
03:00
Speaker 2
Sure you wanna connect to Wi-Fi right? Using the password is underneath. And name is Jane D. Russey okay how about your your email um what light indicator is in your right now?
03:00
Speaker 1
I might capture that. It's white. Oh, on the web page? Yep. Okay. So it says top left hand corner. It says Linksys now. Then it's got welcome, enter your router's password to proceed, and above that, it's just got a picture of the teardrop router. Then it's got the box where the password goes. Underneath that, it says, where is it? And if you click on that, it basically says that the password is on the bottom of the router. And then there's a login button on the bottom.
04:00
Speaker 2
the light indicator of the router.
04:00
Speaker 1
the back on the bottom left-hand corner what do you want the version number if I click on the top right-hand corner there's a little person icon and it I'm using I've tried it on my phone on a Mac book and on an iPad I'm getting the same issue on all all three of those I have yes I've used I've tried Google chrome and Safari
05:00
Speaker 2
Are you using a computer or a phone? And what else did you try? Have you tried to use a different have you tried to use a different browser? You said that you've tried to sign in but nothing's happened, and we can see on the computer that it still says it can't access that password and we're just wondering what other aspect of this you're using on your side. Are you using a mobile phone are you using a computer to connect to this website?
05:00
Speaker 1
No, the three different devices, sorry. So using my phone, the MacBook and an iPad. [silence] I haven't tried the reboot, but that was mainly because the the the engineers when they did the install said that we've I shouldn't need to do that until all the provisioning had taken place. [silence] uh three. [silence]
06:00
Speaker 1
uh, I don't know, actually. I'd I'd need to I'd need to check. There's three there's three, um, teardrop devices. Um, I assume they're all the same model. Do you want me to check that now? Okay, bear with me one second. pd'. [silence] okay, that's powered back on again. Uh, the light on the top is Okay, that's actually struggling now to connect. Hang on a minute. No, it won't it won't reconnect now. Ah! right. Okay. So I reconnected on an iPad. Um, let's try. Okay, so it's gone. Yeah, gone to the browser. Which? Password should I be putting in the one on the frogsome, okay, just bear with me, right? It says, "Incorrect Password." [silence] Hello. [silence] Yes. [silence] I've even I've even copied the password from the Wi-Fi because that appears in my Wi-Fi my Wi-Fi list if if that makes sense to make absolutely certain that I'll put it incorrectly. Okay. Uh send you a picture. Uh ok
07:00
Speaker 2
okay about this one sir uh did you made sure sir that you use the right key like if it's upper case it should be upper case if it's lower case it should be lower okay well if that's the case sir our other option is we will try to reset and reconfigure the router what about this one sir can you try to send us the picture sir of the the bottom of the router yes
12:00
Speaker 1
Okay, you're going to stay on the line, yeah? Okay, um, have you got my number in case it'll cut you off because I'm going to try and take a picture using the same phone. Okay, brilliant. Um, Okay. It hasn't come through yet. Okay.
13:00
Speaker 2
Okay, I will send you a triggering email, sir, you reply to the email with theicking, with the attachment, I mean, the picture attachment. Yes, of course. Yes, sir. Okay, so I've sent the email, sir, please check your email. Yes, sir. Yes, sir. Okay, check on spam as well, sir. Okay.
13:00
Speaker 1
And just reply to that email, yeah? I'm just about to, yeah? So just reply to that to the customer support email here. Yes, I've got the email. I'm just responding now. So.
15:00
Speaker 2
Yes, did you receive the email? [silence]
15:00
Speaker 1
Okay, that's on its way to you. [silence] Okay.
16:00
Speaker 2
Okay, let me just wait for the email. Okay, so on the page that, I received the email here by the way. So on the page that you have with a password, what did you type in there?
16:00
Speaker 1
Sorry, say that again. You're going to try and reset it, that you say?
17:00
Speaker 2
Okay, uh, well, if this is the case, uh, it is in direct. Let's just try to reset and reconfigure the router. Um, it will not work. There is no, but yeah, there is no guarantee that it's going to fix the issue since you have any other node. So, we will just try to swap node later, okay? Yes, we will since that the uh uh we have no other option to log in because it keeps on saying incorrect password. We'll just try to reset.
17:00
Speaker 1
Yeah, what I yeah, what I don't understand is that this, either there's something wrong with it, yeah, in in which case we need to fix that surely, rather than just swap it to another node. [ silence ] Oh, yeah, but you can't. I can't Okay, so that- Right. That's- You know, like, um- Okay. The problem that I've got is that obviously I've entered into an agreement with community fibre and and the fact that they use your kit and I'm now talking to you, what what I don't want to do is I don't want to invalidate any of the contract or whatever. You know, it sort of feels to me as though somebody should come out and fix this rather than, you know, me be switching stuff over.
18:00
Speaker 2
Okay. Okay, we will try to, that's why we will try to swap the nodes there to verify if it's the issue of that node or the other node is also having that issue. Because this is not, I mean, this is not a common issue, sir, this is very, uh, concern. I personally haven't encountered this kind of issue. So we have to try and isolate the problem.
19:00
Speaker 1
Just explain to me again one, just just what about, what about trying to reset this router? But why why is it not possible to do that? So how how does how do we do that?
20:00
Speaker 2
Well if that's the case then if you don't want to troubleshoot further with me then you can call community fiber to come to your home and you can call us as well so that we can help with the troubleshooting. In that way you can in that way sir you can ensure that you are not breaching any contract. It is possible sir. I just give you that option. But if we do that sir it means that we will have to ensure that to configure everything including the child the other nodes.
20:00
Speaker 1
And what's involved with configuring those? What's involved? How are they configured? What, and when you say reset everything, what does that involve? And, and am I guaranteed then to Sorry, temporarily, I didn't.
21:00
Speaker 2
it's just the same case. [silence] Sorry. [silence] We'll have to reset everything sir, if we will, reset the part of note. [silence] factory reset, sir. [silence] factory reset, it means that we'll have to [silence] factory reset [silence] all the information, [silence] the configured information on the router. [silence] It's a hard reset, sir. [silence] You will comparatively [silence] into the network then. [silence] That's why I suggested, [silence] if we could just try to get or use
21:00
Speaker 1
I'm really don't know what to do because I've just taken this service from them. You you both they and you are telling me that this is a problem that they haven't come across before. And I'm just nervous that this is going to leave me without internet at all. And and you know I don't know whether I ought to be doing this or not.
22:00
Speaker 2
So one of the child I'm. Nodes to become we will configure it as a parent Node to test if it's gonna work. And if not, then it will save us time. So later, if we will just reconnect the child Nodes, which we don't have to do at the parent Node. We will just set it aside. But it's up to you. Right. Well, officially. My best suggestion is we will get one of your child node and we will
22:00
Speaker 1
Talk me through the steps, what would I need to do.
23:00
Speaker 2
connect to your modem, we'll configure it as a main router. We, if we have a node that's online, we will try to log in to its settings. If we can do it, then we will add the others. In that way, we have, if in case that we will not have the other node working, we have the original parent node working. We will have to, which one do you want to, uh, do sir? You want to swap nodes? Or you want to reset the parent node? Because for me, the best option is you will try to configure one of the nodes the route. We have on this.
23:00
Speaker 1
If, if, okay, so what would I need to do to if we reconfigure the the nodes, if if I use one of the other nodes as my my main router and we can log on to that router, that does does it mean that the existing router, which can that still be used as a node or not?
24:00
Speaker 2
Apparently, but it's up to you, sir. Or if you don't have the confider, sir, you can call community fiber so that um you can assist you in the reset. But surely I can be able to help you with that. And if you can't still use it, it's a wireless access point, a child nod. Yes. [silence]
24:00
Speaker 1
And, okay, all right. So what what what do I need to do first of all, get one of the other, yeah, okay, let me just do that. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [sound of typing, work happening] Okay. Right. Okay. I have one of those. Bear with me a second. Right, I'm off wire. my calling. So. So, sorry. Disconnect ste the. Parent.
25:00
Speaker 2
Okay, now you temporarily disconnect the parent, no? Are you on Wi, Fi Calling by the way There, because you will be disconnected if you will, uh disconnect the parent. Yes, you disconnect it, sir, and then you just turn it off. or you just set it aside.
26:00
Speaker 1
Okay, plug the new one in. I'm just waiting for the light to go white.
27:00
Speaker 2
Yes. It will not turn solid white sir, because remember, this is a child node. It is not configured to be a parent node, so the light indicator will just turn red. Right now, it's blinking.
27:00
Speaker 1
Yeah, that's correct, yeah, okay, it's still flashing blue at the moment sorry, I had plugged the ethernet cable in the back, is that right or not? [silence]
28:00
Speaker 2
Okay. So once it's red, you can reset the node. So as you see, there's a reset button underneath. You just have to press and hold that while looking at the light at the top. It should turn off and then light up blue before you release the button. Okay. Let's just wait then. Yes, that's right. On the internet port.
28:00
Speaker 1
Yeah, okay. Okay, it's now gone white, actually. It's white. Okay, so it was flashing blue, and now it's solid white. Okay. Yep, still solid white. All right, the light's off. Now it's gone red. Shall I let go? Okay, it's now gone blue.
29:00
Speaker 2
Uh, wait, it, for the light to turn off and turn and then we'll turn solid blue before you release the bottom. Okay, then release the bottom and let's wait for that to turn solid blue, stay solid blue. Let's give the node three to five minutes or two to three minutes to fully boot up. For now, it's
30:00
Speaker 1
Okay. Thank you. Okay, that's now gone solid blue. Hang on, sorry. Now it's now it's gone flashing white. And now it's gone solid white. What via the webpage, you mean? Okay. Yep.
31:00
Speaker 2
Uh you press it for, I mean the pair button, so there's a pair button at the bottom. Did you find it? I see. Okay. All right, can you try to find the WiFi of this device on the WiFi settings of your iPad? Now go to the WiFi settings of the iPad. You look for the WiFi name of this device. [silence]
32:00
Speaker 1
okay there is a is it okay to use the bar code on the bottom are not okay let's try that yeah it's just connecting that's worked right that's giving me a different
33:00
Speaker 2
specific node. You see underneath the node there's the, because the nodes there has different Wi-Fi name and different password. You look for the Wi-Fi name of this specific node and connect to it. Yeah, sure, you can. You're able to connect. Okay, now try to open up a browser. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
33:00
Speaker 1
front of the page and it says login router password, so I'm going to try the password on the bottom. Two, three. [silence] Right. It says invalid input. But it does give me the option, it says forgot password. And now it's asking me for the number, which I'm going to enter. Three, two, one. Right, it's asking me to set a new router password. I'm going to use the one on the bottom. Is that okay?
34:00
Speaker 2
Okay, then so I do forget password. [silence] Okay, you you create your own password, Sir. This will be your password whenever you enter a uh you try to log in on the settings.
35:00
Speaker 1
Yeah, it's just saving it now. Right, okay, so it's now allowed me to log in and it says personalize your Wi-Fi name and password. Okay, I'm going to leave that as it is for the moment. And I'm just, I'm skipping through the guest Wi-Fi and the node lights. And now it says it's saving changes.
37:00
Speaker 2
Okay. Okay. You can uh... personalize your wifi name and password here if you want. But if not, uh... if you just wanted to leave it to default, you can just proceed and click next. Okay. [silence] [silence]
38:00
Speaker 1
It says it's saving the configuration and checking for software updates. And now the light on the router has gone red. And now it's gone.. Now it's gone white.. And it says it's saving the configuration, but I think it might just have dropped out. Uh, on the page it says saving your configuration and checking for software updates. And now the lights on blue. Please wait as we download and reboot your device. The LED will turn bright white when the process is complete. Your router's Wi-Fi might briefly turn off and on again. If you lose connection, reconnect to your router's Wi-Fi to access Internet.. Now it's flashing.. Blue.. Okay.
39:00
Speaker 2
Okay, what does it say now? What does it say on the page? Wait, then let's just wait. Okay, I believe the router is rebooting right now.
40:00
Speaker 1
Okay, so that's, that's now finished and I've now got a white light, a solid white light on the router and the page is is basically just bringing up a QR code. So it, it, it, it, um yeah, the option is just done so I'll click on done oh no, it says I have to ring no, Hang on. Sorry. It's telling me that I need to reconnect now. So just bear with me a Okay, perfect. Yes. So that's now taking me through to the dashboard. right okay okay that's going to take me a few minutes so just if you could just Right. Okay. So I have the two nodes and they're both powered on. Okay. [silence] write rate. The other one's flushing rate. Yeah. Okay. Okay, so I've done that with both of them. They're both currently solid blue. Okay, one of them is solid blue now. Still blinking, yeah. To do two, solid blue. No. Hang on, sorry. Let's get. You, have. Okay, yeah. Sorry. Okay. Yeah. So I can see it says my network, um, I can't see that.Dun dun.L01. [silence] [inaudible] 01. [silence] [inaudible] 01. [silence] [inaudible] 01. [silence] [inaudible] Yeah, so under my network, it says firmware is up-to-date, it says one device and then node one device one. [silence] Click on the menu. That's my mistake, I'm sorry. Okay, so set up new products. I'm with you.Apologies, sorry about that. [silence] [inaudible] 01. [silence] [inaudible] [silence] Okay. It's searching for nodes, wait for node lights to change. Okay, thank you. All flashing, all three are all flashing white at the moment and the website says onboarding nodes, bringing your nodes online. Okay, now it says confirm all nodes are here. Uh on both nodes it's gone solid white on the router. It's still flashing white. Okay, yeah. Okay, that's taking me back to the menu page. Both no both nodes are still solid white the router is still flashing white. Okay. Okay, yep. All three and I'll solid one. Oh, in the house you mean, yeah? Okay, so I can just, right, unplug those and and put them back where they were effectively. Okay. Well, I don't need to keep you on the line for that, do I? [silence]
42:00
Speaker 2
Okay. All right. Let's wait for the main road to turn solid white and then you can go ahead and proceed the re- reconnect or re-locate the child nodes. [silence] Okay. So you can go ahead and re-locate the child nodes back to where they're supposed to be located. Yes. Oh, yep. Sure. Yeah. Um, anyway, sir, I think
55:00
Speaker 1
Okay, that's perfect. Thank you. You've been really helpful. Um, apologies if I was a little bit frustrated when I first came through. I've, I've literally spent three days on the phone with them. That's perfect. All right. Thanks ever so much for your help. I really appreciate it. Thank you. Thank thanks a lot. Bye bye.
56:00
Speaker 2
uh you can for your peace of mind, you can call um your internets service provider community fiber and tell them what you have done. If you're um, I'm concerned about you being concerned of the contract that you've deal with community fiber. But I rest assured that we have all the authority to troubleshoot our device. I understand there's I understand there's But um I'm happy that we were able to fix the issue. If you have any concerns you may call community fiber. of course, you can always call us as well. Okay. Okay. You're welcome, Sir, and have a good night. Take care and stay safe. this is the wifi.
56:00