V2 Rubric Detail — aea53510-60d1-11f1-a…

Hello. What what? Hi there. I have got a couple of technical questions in relation to routers that we've got, but particularly the Linksys app. So, I don't know whether you want me to describe the whole situation or or do you need to sort of ask me any specific questions that might help you understand it more?

Right. So we've we're we we are a domestic property. We have a an account with Giger clear who supplied us with um one w h w 03 version two um Velop router uh and we got a child node off that and recently we added uh another child node which is the I think it's the AX4200 working perfectly well uh and we added that node back in I don't know April, Easter sometime. Anyway, we've needed to add another node for various reasons and I've got another AX4200 that we've purchased and when I came to try and set it up using the app, nothing recognizes there's nothing [crosstalk] [ silence] One or two things that could be going on. So the most likely reasons why you might be having the problem with the it not seeing let's simply eliminate one thing. [ crosstalk] We'll get to that in a minute. [silence] So let's just eliminate it. [ silence] I'm curious how you're setting it up. Correct? Yeah. Are you plugging it into the wall socket first? Uh, no. [crosstalk] I should. [silence]

on the app. So it recognizes our GigaClear network, but it's not picking up any nodes whatsoever. Um, it could be because I had to reset the password, um because we couldn't remember what the password was originally. Um, but the real question I've got is, is with regard to the app, it keeps cycling away from the dashboard page and keeps telling me to restart my router. Um, and so I thought, well I'll, it's probably not a bad idea. I went on to ChatGPT and it kept saying, "Don't restart your router because you will have to," we've got about 20 or 30 devices attached to the network. Uh, and what we're worried about is having to add each one again and add passwords and all the rest of it. So, um, the first and most simple question I've got. Right, right, okay, so I'm going to read you what the box, what the pop-up says. restart router; we've encountered a problem. Please use the button below to restart your network. Once the network is back online, we'll try to fix the problem for you. And then there's a button underneath that says restart network. This is all within the app by the way. So, restart. What was the other expression you used? Restart is not the same as reset. Okay, so reset is where it goes back to factory settings, presumably. Well, reset becomes like a

If I hit, restart network, what's the difference between that, doing that in the app and just switching the router off at the wall so that there's no mains supply? Because often it says you're advised to switch it off at the wall, leave it for five minutes and switch it back on again. What's the difference between restarting within the app and doing that? Ah, okay. All right, fine. All right. So, you've rather than restarting the network from within the app, I've done it at the wall a number of times and it doesn't seem to have made any difference. So, okay, let's move on to the next problem that you're probably going to be able to help with. Well, I hope you can help me with. So, at the moment in the app, and it's,

The top of the screen is blue, it shows a little, little picture, a representation of the Velop, and it tells how many devices and how how many nodes are connected. In my app, it says, zero devices, zero nodes. But it does name my network, my GigaClear network at the top of that page. Is there a straightforward protocol I can follow to get my app reconnected to my network? Because I think what we've got here is a problem where the app is not talking to the network simply because I had to reset the password. And that's possibly what's happening. I'm probably running way ahead and you probably want to diagnose it more step by step, but that's where I'm at. So, [silence] where do you want to start?

Oh, okay. Hang on. Um, the SSID. Oh, the serial number. Oh God. Uh, let me just see if I've got it recorded in here. Nah, I haven't got it in my phone. Um, and I'm going to have to go to the cellar and disconnect every uh blah blah blah blah. Okay. Um, I may have to call you back. So this. Yeah. Oh, okay, great. Yeah, yeah.

OK. Yes. Rob. Norton. N-O-R-T-O-N. Yes. It's pardon Norton at hotmail.com. Don't worry. I'll spell all that out for you. So it's P-A-R-T-O-N. Like Dolly, and then N-O-R-T-O-N at hotmail.com. Yeah. Yes. That's correct. Yeah. OK.

Yeah. Yeah. Can I repeat that back to you? Lima, Tango, Sierra, 0 0 1 3 2 0 3 8 5. Okay, so I'll repeat that. Lima, Tango, Sierra, 0 0 1 3 2 3 8 5. Excellent. Thank you very much. Now, I've got a question for you. Um, obviously, today's a work day, uh, so I probably won't, it's far more convenient for me to do this at the weekend. And then I'm away on business all week. So how long will this ticket remain open for? Because the next time I can do all this stuff, you know, I can basically get the serial number at the weekend, but I'm probably not going to be able to call you back until next Friday.

great, it remains open until it's closed, does it does it, excellent, okay, fantastic, thank you so much, all right, is there anything else I should get in the meantime when I'm sort of looking at the the router, oh, right, okay, yeah, how do I do that then? yeah, yeah, yes

So just 192.168 1.1 okay I had, I think I did this yesterday and I think I didn't get anywhere. Let me just while I've got you on the phone, I may as well just pull out that as the root. Um. I most. Um, because I am connected to Wi-Fi. I'm on my laptop, so I may as well. 192.168 1.1. Yeah, I I I've just remembered what happened. So, what I get there is a holding page, which is basically an add for the Linksys app. You may I don't know if you know it. It's called keep your Wi-Fi handy. Uh and then um it talks about the Linksys app puts the ability to manage your Wi-Fi at your fingertips. There are two QR codes and at the bottom there's a link that says compatible router ink.

Continue to link this smart WiFi.

I think I have my recovery key written down in my phone and it's written down twice and they're the same. So, I'm going to just shall I risk it and write it in? Yeah. Yeah. I'm going to put my glasses on and make sure I've got it right. Okay. Choose a password that is secure and easy to remember. Okay. Just bear with me because I'm not going to use one that's auto-generated. Can I just put the phone down for a second while I can just need to think about it? Okay. Um, uh-huh. Hang on. [silence]

22 Okay, we've encountered an unexpected error 2298

Yeah. Let me just see what I'm. I don't know whether I'm on Chrome or not. and I'm in Chrome. Hang on. Just bear with me. I'm going to try and do it in Safari. Oh, right. Okay. That's a good idea. I didn't think of that. It's 192. I always put 198. Reset the password cuz I still got the same issue of 634.

[silence] [silence] it could be a version one. Yes it is. Uh we we've got an X-4200, yeah. And that is uh so this is quite an old and quite a big house. There's an X-4200 that is connected at the other end of the house, but it's hard wired. So what we've got is the setup in the cellar is we have the the main bot the main GigaClear box, obviously that's then connected to the router and there's a switch I think they call it a switch where there's a number of um cable, you know you can put cables in, Cap 5 cable, and there's a Cap 5 cable that goes all the way around the house to the annex where this 4200 is set up. Now, when I set up the 4200, I'm pre I'm pretty sure I used the Linksys app. I can't imagine there's another we I could have set it up. And the... [silence] [silence]

And I've only just realized that that that now the only reason I've got a problem is because I've tried to add another child mode, which is another 4,200 tried to go into the app and the app's got nothing there. Obviously, the network and everything is working fine. But it's it's the app access. That's the problem. And it also it's compounded by the fact that um, I couldn't remember what the login was. The pass, right.

No, I bought it, I the, uh, the AX4200 I actually bought from Amazon, not from Gigaclear. Just bear with me and I'll tell you what, I'll just tell you what, it's not an M, it's an AX4200. Just bear with me, I'll just double check. Um, it says AX4200, m not MX4200. Oh, is this? Okay. If you want me to guess, I can go, I go and get the latest one and tell you what the serial number is if you're I mean, just, wait, wait with me. Yes, of course. I know. Um, it'd be more difficult doing the one that's already set up, but this one is not connected, so it's, uh, Okay. What would you like?

Oh, you know what? I've just seen on the bottom of this thing, I've just seen a little QR code saying connect with QR code. Maybe that's an easy way to do it. Oh, I see. OK. All right. OK. The serial number of this product is five zero M for mother, one zero M for mother, five eight C, zero, six, two, six, seven. You're right. It is an MX four, two hundred. Yeah. OK. Uhh, it is it isn't it. [silence]

a brand new one. because this was a have a look. I don't know what it said. yeah, it was, uh-ho- did it say забовиш? hang on. oh, so I could, okay. I'll send it back then. okay. cool. oh, well, that helps with one decision. okay, and I'll buy it. I can buy a brand new one from. okay, but, but there's one important fact, one important fact here. I've not been able to connect this, remember? so what we've done, what you've helped me do now is anticipate a problem that I didn't know I had. I've still got the same problem, which is I can't get into my app.

[KEEP_UNCERTAIN] Oh, so so the the core problem remains, but you've you've you've at least you told me what to do. At least I know I've got to send this back. That's fine. Only arrived yesterday. So um, and it's under under what's it? Yeah, I'm allowed to send it back. So cool. All right. Quite a few. Yeah. Um, uh, I'm just trying to think one, one, two, three, four, five, six, seven, eight, nine, 10, 11, 12. Uh, I'd say at least 50. Oh, hang on, hang on. I'm thinking about then there's televisions. [silence]

17. Yeah, probably not more than 20, but somewhere in that region. Okay. Well, hang on, we're rushing ahead here. We're rushing ahead here. I can't possibly reset it right now. Um, uh, I've got questions about the reset before, uh, just to prepare for that. So a reset, um,

What does that involve? What will I have to do? and what are we talking about potentially in terms of the amount of time it will take? Okay. So I'm just thinking of the workflow. the Great. Resetting the parent node is easy. It takes three minutes and and prefix is and. Okay, so basically, what I'm going to what I would do is. just trying to get rid of that.

So what, so what happens? What happens is I reset the parent node, which takes about three to five minutes, then everything is reset, it starts from from ground zero. Does, the network password change? Great. Okay. Same password. Okay. Then I will have just one node working, so I will then have to add all the other nodes one by one and each of each of those might,

There is an issue here with that. It's a big house. And one of the nodes that we would be adding is not via Wi-Fi. It would It's it's hard-wired. So that might make a difference. Um It doesn't. Okay. Okay. Oh, you said originally that it could add it could take thirty minutes to an hour to add the other nodes. Originally Oh, oh, sorry. Okay. So you were estimating an hour to

add all the other devices back. So the process is, sort out that reset the parent node, add the other nodes that I want, the child nodes. Once those are set up, I then need to add each device one by one. Okay. And the reason I, I'll tell you the reason I'm hesitating is that obviously all the devices need to be in the house at the same time, um for us to know that the job's done. Okay. Um and I, our adding is, I can't remember how to add a device. Is it easy? Is it straightforward? Is it a bit like adding a. let's say we've got to the stage now where the parent, let's say the parent node is now set up and reset. Now the child, I've added the child nodes and okay. Adding the devices, isn't that straightforward? They just, they just get found on the network, don't they? And you say add.

Yeah, okay. Awesome. Yeah, because my next question was going to be when I've reset the parent node, because I think you said, you don't do it through the app. That's the thing I need to know is how to add the child nodes because my question was going to be, if I've reset the if I've reset the root, the main, the parent node, and then suddenly I still can't get into the app, how am I then going to be able to add the child nodes because then I'll be really stuffed. But presumably what you're Is there a risk that I won't be able to add the nodes, the child nodes after I've reset that you know we could build repeat

okay.

Okay. Yeah. Great, yeah, and still, if I need to pick up with you guys again, still use the same ticket number, right? Fantastic. Okay. Awesome. Thank you. You've been really helpful. Thank you so much. Thanks for your time today. Okay. Thank you. Bye-bye. Bye-bye. Yeah. [silence]

Great stuff. Thank you very much. Thank you. And you. Thank you. Bye bye.