Speaker 2
Welcome to Linksys 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.linksys.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. To hear more about your service options, press two. If you're experiencing issues with your Linksys product, and it's no longer under warranty, paid support is available for a minimal nonrefundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 2
You can also connect with other users for tips and guidance at redittor slash r slash linksst. Thank you for calling linksst. This is Ice. How can I help you? Let's see. I'm sorry to hear about that. Can I have the serial number of your linksys router? Hold on. Can you repeat the serial number?
01:00
Speaker 1
Yes. Correct. Yes. Correct. My name is Alice A L I C E
02:00
Speaker 2
Their Linksys product or router is model w HW01. And you have two of these? Linksys products? All right. I'll create a first record for you, ma'am. I know your name, A-L-I-E-T-H.
02:00
Speaker 1
I see. Do DOS D U E S at gmail.com. Alice period DOS at gmail.com. Correct. Yeah, I just installed a new modem device.
04:00
Speaker 2
uh i just need your email alice.deuce@gmail.com alice.deuce@gmail.com and who is your internet service provider alice so only uh your modem was changed but your internet service uh service provider remains the same [silence]
04:00
Speaker 1
[silence] Okay. [silence] Okay, can I, um pay for support to have you walk me through that process?
05:00
Speaker 2
All right, since you just installed a new modem, it will need, you will need to reset and reconfigure again your two nodes, a Lynxis part, and W81 because it was previously set up with your previous modem. So, you may need to reconfigure again these nodes. But let me update you first on this Lynxis product warranty status, because upon checking on our system, it appears that this Lynxis node you have, model W81 is already out of warranty. Oh, because these Mm, yeah, sure. Uh, if you apply for page support, I can walkyou through the steps. [silence]
05:00
Speaker 1
Perfect. I'd be happy to do that. Mhm. Okay. Okay. Okay. Thank you. Hopefully.
06:00
Speaker 2
setting up again alright uh... let me just uh... set the expectation that this paid connect service or paid support is available in one time for this call session a maximum of 60 minutes and it's non-refundable technical support and hopefully yeah and hopefully there's no issue with the hardware of your nodes because if we start the tro trial shooting and it will not be set up then there's nothing we can do about it okay but since it's just your modem that has been changed I think we can set up your nodes fine I
06:00
Speaker 1
Cool, thank you. Okay, let me get the child known. Okay, I have both of the nodes.
07:00
Speaker 2
I need you to you're welcome I need you first to gather your notes in one place or place your child beside your parent nodes silence I'm still uh pulling up my tools uh for the payment instruction. Hold on uh Alis this paid support will cost you [REDACTED_PAYMENT_DIGITS] USD. [REDACTED_PAYMENT_DIGITS] Hello? Okay.
07:00
Speaker 1
Thank you. Is this correct? It's also a do mark. There's also a middle initial. Okay. Yes. Yes. Yes. Yes. Yes. Oh. huh. correct. alright. it's obviously, it's note, it's a hard word. it's okay. It's 438. 5761. 9341 3179. Hmm. Hmm. Correct. All right. All right.
09:00
Speaker 2
[DOWNWEIGHT] Echok for kiteE for echo R for rose Roy Decker? J. Decker? Yeah. Roy Decker. Yeah. Yeah. Okay. Okay. Alice the note, the card number is Alright, so it's four three eighty eight. Five seven six one. Nine three four one. Three one seven nine.
10:00
Speaker 1
December 2029. uh, one to 29. That's okay. 886. Correct. nine four zero two five.
11:00
Speaker 2
right. So it's a Visa card. What about the expiration of the card month and year? [REDACTED_PAYMENT_DIGITS] Sorry, uh December. All right. Uh the security code. [REDACTED_PAYMENT_DIGITS] and your billing zip code [REDACTED_PAYMENT_DIGITS] I'm going to put here your email addres Alice Deuce at gmail.com, You're welcome, All right, Alice, I'm going to process for the payment transaction. I'll put you on hold for two minutes. Okay. Thank you. [silence]
11:00
Speaker 2
Hello. I thank you for patiently waiting. I have sent the receipt or the invoice of the payment transaction to your email so that you have a copy of it. Now let's proceed with the troubleshooting steps. You've already placed your child node near your parent node, right?
15:00
Speaker 1
Yes, I have. [silence] The parent node is red and the child node I just plugged in but it's clear right now. [silence] Okay. [silence] It's flashing.
16:00
Speaker 2
Hello? Okay. Um, what's the light uh, color of your parent node on your child node? Can you tell me? So, since the parent node is showing a solid red, let's uh do a reset on the parent node first. Uh, you're going on to press and hold the reset button of your parent node. Once the light is off, you can let go or release holding the reset button. Wait until its light is off and then you can
16:00
Speaker 1
Okay. By off, do you mean white or it should like color turn off altogether? Mm-hmm. Okay.
17:00
Speaker 2
can turn off, the light should turn off, and so when you press and hold the reset button of the parent node, it will flash bright red, It will pulse dimly three times and then it will flash bright red again until it's light will turn off. Once the light is off, you can let go and just wait for its light to turn back on, on its own.
17:00
Speaker 1
Okay, I'm waiting for it to turn back on. It's flashing red. Okay. Okay, it's off. Parent node is sort of a flashing blue.
18:00
Speaker 2
Now, let's check, while waiting for the parin node, let's check on your child node, what's the color of its light. Okay, let's do a reset on your child node too. Just like what we did on your parent node, let's press and hold the reset button on your child node. Once the light is off, you can let go. Okay, let go and just let's wait for its light to turn back on.
18:00
Speaker 1
light and the child node is doing the same thing okay the parent node is red again um uh the child node is still catching up.
19:00
Speaker 2
Oh, what about the parent node? So they both have a solid red light. Okay. Uh, the parent node already have a solid red, right? Correct? Okay, can you check underneath uh your parent node? There's a product label sticker underneath your parent node. Uh, check the Wi-Fi name of that parent node, take note of that the Wi-Fi name. And then on your phone, if you're using the Lifx app, uh, are you still see the parent node? Do you see it in the devices list? Connect your phone to that parent node's Wi-Fi? Um, so we're connecting to the white that Wi-Fi name you noted earlier. [silence] Y uh, let's refry. [silence] Yep. Uh, so you're going to reset the parental nodes. Uh, if you look on the back of your parent node, it has a small hole to press for the reset button. Uh, you have to have a small pen to press it. Um, let's try to see if that fixes it. Let's try to see if that fixes it. [silence] It is see it's still solid red. Yep. The button is still solid red in the [silence] button. So you haven't seen blinking? [silence] Okay. Um, connect your Lifx to separate Wi-Fi so you can connect to an available Wi-Fi to separate the Lifx from the current parent node the present node by connecting it to sewparate Wi-Fi. Uh, let's reconnect that device so they communicate with each other, and then we'll gonna welcome. Okay, so I'm uh [silence] okay. [silence] going back to apply and then go to train. [silence] y'll see the Wi-Fi. Let me check the OS. [silence] all right. Uh, so what happens is that if you go to devices, [silence] Blink red and we haven't react. Blinking red. So what you could do just let's do is um, connect to the parent node's Wi-Fi and then get back to me. Right? Add the device.
19:00
Speaker 1
I see. I see. I see it. Should I connect to that? Um, Okay, yeah. The child node. Okay, it is also red now. I see it too. I can see both of them. Yeah.
20:00
Speaker 2
Okay, check on your phone. Check on your phone Wi-Fi settings. There should be a list of available Wi-Fi network on your phone Wi-Fi setting, check if you can see the Wi-Fi name of your parent node there. Okay, so it is broadcast, so it means uh your parent node was properly reset. Now, uh, let's see what's the status of your child node. Under? No, uh, this you need to connect. Let's go. Okay. Check also uh your child node's Wi-Fi name and see if it is uh listed on your available Wi-Fi. Okay, that's good. So there uh your two nodes are properly reset.
20:00
Speaker 1
Okay, okay. Uh the five plasma asset. Okay. One, two, three, four, five. Okay. It's flashing. It's red again. Now, it's yellow.
21:00
Speaker 2
how do you want to set up your node, Alice? Do you want to set it up using the web browser or just doing the five-press method, which is the quickest way to set up your node? Yep. So using the five-press method, you're just going to press the reset button on your parent note five times within five seconds.
21:00
Speaker 1
It's still flashing yellow. That's red. Uh no the child node is just red. Okay. Um, okay. Okay. Okay.
22:00
Speaker 2
If it's connected, it will turn solid blue or solid green, depending on the light behavior of your parent node. [silence] You should also check on your child node, because if your child node is blinking, [silence] okay, let's just read that whenever your parent node is still blinking, it's still configuring itself. Once the parent node has finished configuring itself, it will communicate or talk with your child node.
22:00
Speaker 1
It's a solid green now. Yes. Oh, now it's flashing red again. Oh, they're both flashing red. The parent and child note are both flashing red now. The modem, the modem is still on and solid. But the parent and child note are both flashing red. [silence]
23:00
Speaker 2
lets just hope that your parent node turns to a solid blue or solid green light. It's solid green now. So that's good. Uh, it means your parent node has already been successfully configured. It's already connected and online. Okay. So when, okay. So usually when uh there's a light changes on your nodes, it relies on your internet connection, if there is an interference or interruption or in the transmission of data from your modem to your nodes. Yes. Yes.
23:00
Speaker 1
That's normal. Okay. Okay, so it's o- so they're both flashing red, but they'll turn green again. Okay.
24:00
Speaker 2
Yes, uh that's normal, uh for the modem to have a steady light, but uh the transmission, what I mean to say is, when they transmit data, sometimes there is interference or interruption and your parent node turning solid green, already it's already configured, and connected. So when the it's slightly changes, you just have to wait patient before it slide to go back to a solid green. Because your parent mode it's already set up. Um your parent mode, uh it's since it turned solid green a while ago, so it means it's already connected and online. Uh, it will just have to rely if it gets uh internet connection from your modem. [silence]
24:00
Speaker 1
Um, okay, the child node is green now, but the parent node is still flashing red. Okay, good. Oh, now they're both red again. Okay, I think we're
25:00
Speaker 2
once it got internet supply from your modern it will return back to a solid green. But with your child not since we didn't get a solid green from it a while ago, so we have to wait until the parent node turns solid green. [silence] and then we can decide if the child node is detected by the parent node or not. [silence] So as of this moment, your parent note is still blinking. Okay, that's good. [silence] Okay, that's fine. [silence] um, since the Yes, because you you don't have to worry about the parent node because it's already turned green a while ago, so it means it's already set up. It's already completed it's set up.
25:00
Speaker 1
So then what are. Okay. Uh, it's stable. So. Okay. So they're connected to each other. Okay. Um, how long will that take? It's just flashing red.
26:00
Speaker 2
Yeah, ready. configure. So you don't have to worry about that. Uh, what you have to worry is your internet connection. If your internet connection gets a little bit of interference or interruption, that will disrupt the connection of your parent node. But so long as your internet connection is stable, your parent node is good. Uh, and since you mentioned that your child node already turns solid green, it means your child node is was successfully configured also. It's already added to your parent node or to your mesh system. So you just have to wait for it slide to turn back to solid green. Yeah, they're already connected. both of them are flashing red.
26:00
Speaker 1
The child node is solid red, and the parent node is flashing red.
27:00
Speaker 2
So if the child node turns solid, it means it's disconnected from internet. So your child node relies on your parent node. And if your parent node will not be able to go back to a solid green light, then your child node will remain disconnected from internet. [silence]
27:00
Speaker 1
Yes. Yeah, it's stable. But it's still flashing red on the parent node. [silence] OK. So what next step can we take here?
28:00
Speaker 2
Is your internet connection stable? it doesn't goes on and off. Because the reason because the reason why your parent nodes are flashing or red or blink it's like um only means that it gets interrupted, its connection from your to your modem or the supply of the internet caught short. But um your but your two nodes were already configured successfully.
28:00
Speaker 1
If the modem's solid, the internet connection is solid, then why isn't it receiving the internet? Okay. I've turned it off. Okay. The light hasn't turned a color yet.
29:00
Speaker 2
youm okay. the transmission of data of... from the modem to your parent node had an interruption or unstable. that's why your node like... ...changes from solid green to blinking red or solid red light. let's try to... turn off the power switch of your parent node. there's a power switch on your parent node at the bottom. turn it off and then turn it back on. okay. turn it back on. [silence]
29:00
Speaker 1
Um, I understand that I, I'd for an hour, but I, it's almost two and I do need to go, so I will call back and pay again if uh necessary. I try to figure this out on my own. Yeah, I, I needed to leave like five minutes ago to pick up, um,
30:00
Speaker 2
So let's just wait because once you turn off or unplug a node, it will first start to blink which means it's still booting up or starting up. [silence] Uh are you in a hurry to... [silence]
30:00
Speaker 1
Someone from the doctor, so I will, I will call back and pay again, but I, I cannot continue right now. Um, thank you. Can you provide me with the case number or something? Okay. Okay. Okay. Okay.
31:00
Speaker 2
No, it's fine since we still have a remaining 30 minutes for your paid support. So when you call back, we can still provide your assistance for the remaining time. Uh-huh. All right. But I guess, yeah, sure. Your ticket number is L for Lima, T for Tango, S for Sam, 0013 2676. I also have to tell you, Alice, that your two nodes are already successfully configured. Now, if they don't get back to a solid green light, you can always call us back.
31:00
Speaker 1
Thank you for that. Thank you. Okay, bye. Did you take my key? Oh my God. Okay. I am, still going to get Biscuit. I am late to get Biscuit. I'm supposed to be there at two. I have had endless fucking problems with the fucking Wi-Fi. There may or may not be Wi-Fi tonight. I don't know. We're doing our best. The entire system was broken. The devices were faulty. And I was like, can I buy a replacement? He's like, if you buy a replacement, you'll be broken too. I need to pee, but I need to go. I
32:00
Speaker 2
again. again, I'll put here on the record that you still have remaining time for the paid support so that we can if any agent answer your call, they can still provide you support. Okay. All right. You're welcome. Thank you for calling Linsys again, Alice. once again, this is I. Take care and have a good day. Goodbye.
32:00
Speaker 1
Oh, is it still on the phone? I'm sorry. I thought I hung up. I will talk to you later. Thank you. Bye.
33:00
Speaker 2
Hello, Alice! Yes, yes, yes, yes, You're welcome.
33:00