Speaker 1
Sure. Yeah. all right. fix this is. Wi-Fi. and when now we got the. can you pick it up so we can have the sir number. so can figure out how to connect you. Hi, we're having a problem hooking up our links to our new internet. All of our devices are under my ex-husband's name but he said that he
00:00
Speaker 2
welcome to link wizard 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.Linksist.com please have your device serial number ready for assistance press one now for out of warranty products paid support may be available depending on your issue please have your device's serial number and contact information ready if unavailable kindly call back later for out of warranty product paid support option may be available depending on the issue I thank you for calling links is my name Mr. Akel and how may I assist you today?
00:00
Speaker 1
[silence] contacted you guys to get it like he doesn't have it registered under him anymore and we're still having a problem getting it to hook up to our new internet. basketball. Yeah. Yeah. What is it? 20 J. 20 J 20 M 32. You said what? Be like boy 1 1 6 6 7.
01:00
Speaker 2
I see. I see. Got it. Thank you for the details. And Manuel, who's your new internet provider?
01:00
Speaker 1
you said what she's the model number [silence] hold on they started numbers i think let's see would it be the one that's that oh or did i it is w h w
02:00
Speaker 2
No problem. All right, so you have Dell Incus mesh nodes. How many total nodes do you have? Okay. All right. Let me check the phone number just for a moment.
02:00
Speaker 1
[silence] [silence] uh, J A S X [unclear] 1995@icloud.com. J A S X 1995@icloud.com. So Jas, Sax. [unclear] for the previous one, [unclear] or for me?
04:00
Speaker 2
All right seems the phone number has no record how about an email address all right it's jack 1995 at iCloud.com right oh okay I'll get that should after after okay got it thank you let me check the email and email has no record as well it might be that you are registered on that you are registered under our older one but let me create a new one and provided the person's name just the first and provided may I have the first name and last name for the owner you can have it under your name
04:00
Speaker 1
So my name is Ariel and it's spelled A-R-I-E-L. Smith. Yes, we have. red blinking red Yes. [silence] thank you sir, have a wonderful day.
05:00
Speaker 2
Okay, and may I have both your last name? [silence] All right, thank you Ariel. [silence] And while my system is checking the warranty and support overview on your systems, nodes, um have you already connected the first node, the main parent node directly going to your spectrum modem using an Ethernet cable? [silence] And may I know what's the color light showing on the top? [silence] Have you, blinking red. I see. Have you happened to like press the reset button on the main parent node when you tried to... [silence] Okay, got it. [silence] And do you have a computer that can connect using an Ethernet cable in case that we need to make sure that the modem is providing active internet? [silence] Do you have a computer that can connect... [silence]
05:00
Speaker 1
we, we can, I mean, I can get my laptop, I guess, yeah. Um, actually, no, I don't think it does. So, no, I don't think I have a computer that we can connect. Get out from behind there now. [silence] Go get all of them. Go get all the notes because there has to, maybe this isn't this one. Can you go get all of the notes? [silence]
06:00
Speaker 2
Connect using cable. And is that laptop has an Ethernet port? Like where we can connect cable? I see. Got it. Okay. Cause here's the plan. We can try using a different parent node another node and use it as a main parent node. If that other node will still shows a red light or blinking red light, then there might be something to do, to check the actual mode then. And also, Ariel, just to set your expectation with the warranty and support of your linksys nodes for troubleshooting it.
06:00
Speaker 1
You. Are you able to help us if I don't pay $15? Are you able to help us if I don't pay $15? [silence] Are you able to help us if I don't pay $15? I'm kind of confused on what you're asking. I'm kind of confused on what you're asking. Are you able to help us if I don't pay $15? I'm kind of confused on what you're asking. Are you able to help us if I don't pay $15? I'm kind of confused on what you're asking. Are you able to help us if I don't pay $15? I'm kind of confused. I'm kind of confused on what you're asking. Are you able to help us if I don't pay $15? Sorry, my ex-husband had all of the setup. We had to move to a whole other house and we're trying to figure it out. I don't understand. Are you able to help us if I don't pay $15? I'm kind of confused on what you're asking. Are you able to help us if I don't pay $15?
07:00
Speaker 2
Okay, no worries. And going back to the warranty and support of your router, it actually has expired. That was January of 2025. And for our out of warranty device, sir, if you wish us to troubleshoot your note here over the phone like walk you through, we do have this paid support amounting to $15. It's a non-refundable technical support session for one hour. If we are unable to fix your issue or determine your device defective, no replacement and no refund will be given. Would you like to avail this paid support for troubleshooting?
07:00
Speaker 1
Gam. Sure, I guess I'll have to pay for that. I mean, it's just ridiculous. Like you guys are supposed to I don't understand why I have to pay for support on a product that you guys have. I just need help hooking it up to my internet, that's it. But now I have to pay you $15 just to help us. It's wild. [silence]
08:00
Speaker 2
Unfortunate incident, your router went in NS support has expired. It used to have three years hardware warranty and three years of free technical support. However, it is already ended. And if you wish us to walk you through here with the process of reconfiguring, resetting, troubleshooting your nodes overview over the folders. We do have this paid support for $15 for out of warranty devices. If you don't. Okay. I understand. We provide free technical support for in warranty devices. It depends on the model of router you have bought from us. All of the routers have three years free technical support and three years hardware warranty. But if your warranty is already expired, you can still ask for our support with a charge of $15 for out of warranty devices. Okay, I understand. Because still this is a problem and we might resolve it with the help of our team support with a charge of $15 as they are experts in resolving it. Okay. [silence]
08:00
Speaker 1
I already have the instructions on the app that you can find yourself. If it would have worked, then I wouldn't be on the phone with you. Now, I can give you another serial number for another note that we have. Maybe that will have a warranty that I don't have to pay $15 to talk to you. Would you like another serial number?
09:00
Speaker 2
I see. I... okay me... yes please..
09:00
Speaker 1
3 2 6 3 David 1 3 monkey 5 3 Charlotte 0 3 4 1 1 you like Victor LP like Pol. 0 1. On Monday. I'll just pay the $15. But I swear you guys are one of the worst companies.
10:00
Speaker 2
All right. And we have the model number as well. All right. Thank you. Let me check it from here. All right. So, this model number also has expired warranty that was March of 2026. This year. I understand that's our new policy. And just to again with a disclaimer, we're unable to fix this issue.
10:00
Speaker 1
Yep, You just wanna take the 15. I got it. Mhm. I feel like there's more than three because there is two in my room by itself. But I don't know where the box is that has all the stuff in it.
11:00
Speaker 2
and determine your device is defective, no replacement or no refund will be given, okay? All right. so let me get ready with my tools here for a second. And I'm going to stop the recording to avoid getting your card details just for a second.
11:00
Speaker 1
Oh, try that one, maybe that still mother load one. Well, I just child. Ariel Smith. Yeah, give me a second. 4574310, 21110310. 230! 140. Seven, nine, nine, three.
12:00
Speaker 2
All right, so I'm ready with the payment processing. You may have the first name and last name on the card. And you may have the card number. All right. And a month and year. And the security code. Lastly, the billing ZIP code.
12:00
Speaker 1
[silence] how would I get it receipt via email if you don' no my email? So you're going to send it to his email? right cause that's the only email that you asked for. Yeah, it's ral [silence] M like monkey Smith, 1999@gmail.com. What? My first name is Arielle. Yes, A-R-I-E-L-L-E. That's my name. Right. That's what I said. [REDACTED_PAYMENT_DIGITS], gmail, yes, that's what I said. You probably put in the wrong card number. It's $[REDACTED_PAYMENT_DIGITS], correct? Yes. Or does it have tax on it? Okay. So you probably put in the wrong number. I don't mind giving it to you again. Give me one.
13:00
Speaker 2
is it your name? Okay. But on the email, is it your first name, middle name, and then Smith, right? [REDACTED_PAYMENT_DIGITS]@gmail.com. Okay. Thank you. Let me up. Okay. Unfortunately, the card did not accept you. Do you have another card to use? Yes. That's already included with the tax.
14:00
Speaker 1
um [REDACTED_CARD_NUMBER][silence]
15:00
Speaker 2
Okay. Mm. Mm. All right, let me check it here. It actually corrects numbers but for a moment. Okay, there's still another error. Same error actually. Is that okay with you? Mm. Okay. Mm. Mm. Mm. Mm. One moment. [silence] Mm. Okay. I'm finished now, can we stop now? [silence]
15:00
Speaker 1
mhm. I know my I have to pay for [silence] with your product [silence]
16:00
Speaker 2
[KEEP_UNCERTAIN] I'm going to hold the line for about two to three minutes. Let me check my resources here and why this error is showing up on my payment processing tool, okay? I'll get back to you after. [silence]
16:00
Speaker 1
Did you put the new one in there? I'm setting up this Wi-Fi. Hi, Don't worry. Yeah. Do you believe that this I have to pay [REDACTED_PAYMENT_DIGITS] for it to get help to set up this why plan. [silence] Yeah, cuz she said, oh, there's something wrong with my payment people. Then I give my email address. Is there an a in front of it? Yes, it's my name. do you have to pay for holidays? Yeah [silence] Do you think it's that one? I get it in. Let's see. is it blinking at all? Hi. Can you just check the zip code? Cause I just updated my zip code today so maybe that's the issue. Can you try the old zip code? Try to go [REDACTED_PAYMENT_DIGITS]
18:00
Speaker 2
[HUMAN_REVIEW] Thank you for patiently waiting on the line. Hello Ariel. Sorry for the long hold. Right, upon double checking it here I was there is actually a error with the card and we may need to use another card. Do you have one there? Okay. May I have a zip code please? You missed one. [REDACTED_PAYMENT_DIGITS]? Oh, okay. Yeah. Just use the same card.
20:00
Speaker 1
Is this falling? okay. Give me one moment. Oh, now I see. They thought that you're was fraud. So give me one second. Okay, now try using the same card again because it alert for some reason, your company alerted my card to fraud, but I fixed it. I would do the [REDACTED_PAYMENT_DIGITS] because I just updated it today. Oh, okay.
21:00
Speaker 2
Mhm. Okay, no problem. Okay. Mhm. Okay. And the same ZIP Code, right? Okay. Hold on. Let me check it here. All right. So, this time it went through. So, I'm going to send this receipt to your email for a second.
23:00
Speaker 1
hold on, hold on, hold on, hold on. You said WHW, that one? So, the first one that we gave her. I got the one, the first one that we gave her. but the serial number has to match the one we gave you, correct? Okay.
24:00
Speaker 2
All right, the email has been sent and I'm going to resume the recording for our troubleshooting. All right and to start with the setup, we're just going to use the WHW03, the existing one that you have that's currently connected wired to the modem as the new parent node still. And we're going to properly reset it. Let me know when you're ready. ready. [silence] Yes, we're going to use it as a main parent node. [silence] Yes. It's okay it's regional as long as it's WHW03 model. [silence] That's the better with the serial number.
24:00
Speaker 1
[silence] yes yeah okay [silence]
26:00
Speaker 2
All right, how is it? Do you have now the main parent node connected wire to your modem? All right, so we're going to reset it first. And for the reset process, at the bottom of the main parent node, you will see there's a reset button. You're going to press and hold it. And while you're pressing it, you will need to observe the light on top. Wait for the light to go off. And once it shows a blue light, that's the time you release the reset button. So keep holding until the light goes off. Then once it shows a blue light, release the reset.
26:00
Speaker 1
Did it show a blue light? Okay. Is it flashing blue?
27:00
Speaker 2
All right, then next after the reset, let's wait for it to go to a solid pink or purple light, so we'll give them no one to two minutes, it will flash blue then solid pink or purple.
27:00
Speaker 1
It's It's like a reddish color Would that be the pink Five times
28:00
Speaker 2
right, how's the light now? Yes, that should be and we are going to set it up using five press. Five press is you're going to click the reset button five times on that main parent node.
28:00
Speaker 1
Now it's blinking like a light yellowish color. Okay.
29:00
Speaker 2
That is correct, so it responded to the vib press. So let's give it two to three minutes. We'll wait for a solid green or solid blue on top of the main parent node.
29:00
Speaker 1
Okay, it looks like it's a solid greenish color. Uh, no, it went back to blinking the yellow now. [silence] Okay. It's black to solid green now.
30:00
Speaker 2
All right, that means it's online connected. So we'll configure. Okay. We'll give it one to two minutes more and make sure it shows solid green light. All right, it's connected. So we're going to configure your Wi-Fi. We will use your computer. Let me know when you're ready with your computer. We're going to open its Wi-Fi then for available Wi-Fi network.
30:00
Speaker 1
Okay, now it's blinking in red. Is that normal? Okay, so unplug the node from the power source first, and then unplug the modem from the power source. Yeah, no the modem.
31:00
Speaker 2
It. Blinking red means it's unable to detect connection directly from the modem. Let's perform a bootup sequence. We're going to unplug the main parent node from the power source, and we're going to unplug next the modem, the internet box from the power source. And we will give them two minutes while being unplugged. I will let you know when to connect both the devices. And while waiting for two minutes, may I have the model number of your modem from spectrum for documentation purposes?
31:00
Speaker 1
the model number [silence] model-1263 [silence] 904 [silence] 228 [silence] 9-00. how many? [silence]
32:00
Speaker 2
Mm-hmm. Mm-hmm. Arrasyncu and how many ports does it have your modem at the back of it? [silence]
32:00
Speaker 1
So it has key at the top and then one at the bottom. Right. All right. All right. We're just talking back. All right.
33:00
Speaker 2
Mm-hm. And the only device connected to the Internet box is the Main Parent Node right? All right, thank you, and time is up. We can now connect first the modem to the power source. And let's wait for its light, if you have a power, online or Internet indicator in the front panel of the modem. Let's wait for it to go through blink and we'll wait for a steady solid white, a solid steady light. Okay.
33:00
Speaker 1
Okay. Turn. Turn the power back into that.
34:00
Speaker 1
The modem's, it's white blinking, now it's blue, showing it's online. And then online's white blinking now. I can see both on online. Okay. It's online. And then we did plug in the node and it has a [silence]
35:00
Speaker 2
"Is it blinking still?" "Mm-hmm." "[silence]" "OK. So we're waiting for a steady light on the online, and once the modem shows a steady light on the online," we can then plug in next the main parent node to the power source."
35:00
Speaker 1
[silence] Lemon this light bulb is solid green. Yeah, it was solid green, but now it's solid red. Okay, so now it's back to solid green.
36:00
Speaker 2
All right, so we'll give it one minute more for the main parent node. We'll make sure it stays solid green light. Solid red, let's give it another minute, make sure it goes back to solid green light. It's still thinking. baby! All right, that should be connected now and we can configure the Wi-Fi on it. We will go next to your computer and Thank you.
36:00
Speaker 1
I'm like, huh. Okay, I'm on my computer and I open the Wi-Fi. Yes.
37:00
Speaker 2
Uh, and then open Wi-Fi. [silence] Let me know when you're ready with your computer. All right. Under available networks, let's check if you can see a Wi-Fi name that says Velop Setup with underscores in between. Select it and if it's asking for a password, you may use the default Wi-Fi password found at the bottom of the main parent node.
37:00
Speaker 1
It's an uppercase and lowercase. Okay. I can't hear you. YD 9 2 5 Q. Q F V. Ah. Why like yo-yo, B like boy nine 5 5 5. Q like Q 5 Q like Queen. Yes. G like George. G. okay, it's connected
38:00
Speaker 2
All right. So next, let's open a web browser on your computer. Any browser will do. [silence] And at the address bar, please type this URL. That will be HTTPS colon // my router, that's one word: my router.local. And search for it. Let me know if you are routed to privacy warning page or a linksys page.
40:00
Speaker 1
Okay, I did. It just gets me to an AccessVelo screen says sign in, log in with your Rakuten sign. Okay. I'm sorry. Okay. .... [silence]
41:00
Speaker 2
Is there an advance button? If yes, click it, then click continue or proceed to my router.local. And on that page, double click the pictures of phones. Double click it, and it will show a one moment screen. Okay. All right, by default, your router password is word admin A-D-M-I-N. Enter it all lowercase. And let me know once it shows the main. All right. On the main dashboard, at the very top, the network status appears. Does it appear okay?
41:00
Speaker 1
Yes. Okay. Okay. Do you have to change everything in each single one or does it all change together? Okay. [silence] Okay. [silence]
42:00
Speaker 2
Okay, yes, that's showing two green ticks.
42:00
Speaker 1
can you make them all the same? okay, okay and then push apply as soon as applying changes
43:00
Speaker 2
Yes, make sure all the Wi Fi name are the same, including the Wi-Fi password for your 2 and . 4GHz. Yes, please. Click apply button. And then confirm that you're changing the Wi-Fi settings. Click OK. All right, so let's wait for the message that says router not found. Next. waiting still on that, linksys page, okay, while it's still showing waiting, let's open wifi on your computer, look for the wifi name you have created, let's check if it's now showing up and connect to it.
43:00
Speaker 1
Okay. [silence] Okay, I connected to it. Okay.
45:00
Speaker 2
Alright, let's go back to the links to Linksys Smart Wi-Fi page. You can refresh it by clicking the refresh icon at the top browser.
45:00
Speaker 1
Yes. Yeah, I think so. Give us a second because I feel like we're missing one, but let me try to find all the ones we have.
46:00
Speaker 2
wait for it to show up the Wi-Fi settings showing your new Wi-Fi name and Wi-Fi password. All right. So we're able to configure your main parent node with its Wi-Fi and and now it's online. We can now add next your other nodes as a child node. And for for set up process, is it possible to plug in all the child nodes that you're going to use within 5 ft away from the main parent node? Okay. All right. No problem. Okay. And by the way, how many total nodes we're adding?
46:00
Speaker 1
There's another outlet over there. Angel, there's an outlet right here. No, I'm not going behind there.
48:00
Speaker 2
Okay, we're going to reset each of the child nodes. So for the reset process you can start with the first child. Press and hold its reset button, wait for the light to go off, and once it shows a blue light, release the reset. [silence]
49:00
Speaker 1
Is that it? This is a baby.
50:00
Speaker 2
Okay, you may proceed with the second child node, same reset process.
50:00
Speaker 1
And don't do it to that one because this one for some reason's not even even have a light on. Then you hold it down until it turns blue. They're all within 500 feet. So two of our nodes aren't really doing the same thing. And then the one that was blue has now [silence]
51:00
Speaker 2
All right, Taster, is that?
51:00
Speaker 1
it's it. and it doesn't even look like there's a light on them. but there are they are yeah it's less. well, do you have any trouble? Hold on, we're going to try to plug it into something else.
52:00
Speaker 2
the two that it's not resetting. May I know what's the color light showing on the top of them? [silence] the two that it's not resetting. May I know what's the color light showing on the top of them? Okay.
52:00
Speaker 1
Does that have a light on it now? Yeah it's flashing now. You have to reset it. You have to press the reset button until the blue light comes on. [silence] I figured out the problem the light switch was on. [silence] Unidentified speaker
53:00
Speaker 2
Alright, so we'll wait for the two others to turn solid pinkish red.
54:00
Speaker 1
Okay, so 1 is pinkish red, is yours pinkish red? So 2 are pinkish red, we're still waiting for the last one. [silence] Okay, they're all three pinkish red. [silence] Okay. [silence] Okay, I'm on the Wi-Fi settings page. [silence] Mm-hm.
55:00
Speaker 2
All right, they are all ready to add. So we'll go back to your computer and we will add the child nodes from there. And let me know if you're on the Wi-Fi settings page. Click OK button to close the Wi-Fi settings page. And let's go to connectivity at the left-hand side below router settings.
56:00
Speaker 2
And on the connectivity page, let you go to CA router setup tab the last tab. And you have the add wireless child node button. Click that. And after clicking it, let's observe next your child nodes. If one of them starts blinking or flashing pink or red, it means it responded. All right. See, it responded. It's on boarding right now. So we'll observe, continue with the other two, if they also start flashing. no need anymore. So just going to observe the
57:00
Speaker 1
Angel, you're not even paying attention. just a little [ silence ] So two out of three are? Go. You two, go. OK, all of them are flashing. Angel, please pay attention and see when they have a solid green or blue on the boxes. Oh, really? [ silence ]
58:00
Speaker 2
child node, if they also start flashing great, it's all now. I think both are all of the child nodes will give them, uh two to three minutes. We'll wait for a solid green or solid blue on the child node. Okay, one is now connected, so waiting for the other two childs. Okay, great.
58:00
Speaker 1
[silence] All right. Looks like all of them are greenish blue now. Is that one greenish blue too? Yeah. Okay. All three of them right now.
61:00
Speaker 2
Okay. [silence] All right. So, we're going to make sure they're connected and the networks. So, we'll go
61:00
Speaker 1
Okay, Okay, I clicked it. What are we waiting for now?
62:00
Speaker 2
back to your computer and click done adding child nodes. And next, refresh the links to Linksys Smart Wi-Fi page by clicking the refresh icon at the top and after, go back to connectivity option.
62:00
Speaker 1
Okay. yeah it shows all four but one of them shows and updates available is that okay? um to be honest I don't know it's the first one on there um so just click update and okay. [silence]
63:00
Speaker 2
And on the connectivity, let's stay on the first tab, basic. And on the basic tab, going to the right-hand side, you will see there firmware update, then below, details. Click details, and let's check if it shows all your three- four nodes, including the main. Is that one of the child nodes? I see it's the M-O-K. Okay, so since there is an update, we're going to update the firmware. Proceed with the update, please. Yes, please. And then it will download the-- [silence] firmware, showing a progress bar. All right, so just give some time for the update. Normally, it would take five minutes for the update. [ silence ]
63:00
Speaker 1
And it says your router is rebooting. Are you still there? Are you still there? [silence] Customer service person. Are you still there? [silence] It said that it's rebooting the router now. [silence] Is one of the nodes blinking? [silence]
65:00
Speaker 2
hello Ariel how is it the app date is it halfway done alright that's great it's we'll wait for the links to Linksys Smart Wi-Fi paid to show up and it'd be one of the node will blink and let's wait for it to turn solid blue green light
66:00
Speaker 1
He said all of the nodes are blinking. Is that normal for because they're rebooting the router? Awesome. So the one that needed an update was probably the parent node. Okay, I got it. Bye.
67:00
Speaker 2
Yes, that's correct. Yes, then it applies to all.
67:00
Speaker 1
Are they solid yet or? No. All of them are solid red. Solid red. Okay. Okay, the tyrannos train back to blue now. He said. All of them. Now all of them are blue.
68:00
Speaker 1
Okay. No, it showed up and they're all green now. So they all showed up to date.
69:00
Speaker 2
Let's see Linksys Smart Wi-Fi page. okay and let's wait for connectivity to show up and if just keep spinning you can also check your Wi-Fi if it disconnected from the Wi-Fi network. okay all right all right that's great perfect so we're actually able to connect all your nodes you may now unplug your child nodes and for
69:00
Speaker 1
Okay, so unplug them all at the same time, but wait to plug them in one at a time. Okay. Okay. All right. Well, do you want. [silence] [silence]
70:00
Speaker 2
moving your child, I would suggest move one child at a time after unplugging all of them from the power source. You may start moving the first child node that's nearest from the main parent node. Let's give it time to go through blinking red, blue, then turn to solid green, then can move the next node, and so on with the farthest node. [silence] Yes. [silence] So that you will have a properly optimized Wi-Fi coverage. Then once all solid green, can now connect your devices to the Wi-Fi and you should be all good to go. [silence] You can also test, like for example, your computer. Make sure it's working with internet while connected to your Wi-Fi.
70:00
Speaker 1
So it's a link, this, the Lucas or now? OK. OK. And it's an it's it's now me. OK. OK. Yeah, it is. I'm Um nope that's it
71:00
Speaker 2
Great, so you all good to do and anything else that I can assist you with, nickname. All right. And, your page troubleshooting session has complete. And your notes are now fixed and online. Thank you for your time and patience, Rachel, just once again, nickname. Thank you for calling link. Have a great night ahead and take care. Welcome. Bye bye.
72:00