Speaker 1
I think I've still got a ticket open, but I'm not sure of the number. Basically my yeah, go ahead yeah you were yeah you were okay, thank you. Okay.
00:00
Speaker 2
Welcome to links as support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thanks for calling Linksys. My name is Josh. How may I assist you today? Uh, huh. So just to confirm, uh, I'm sorry sir. Uh, just to confirm, are you calling us for the same issue? So, according here, let me double check, am I talking to Mr. Ken For a term did I pronounce your last name, Mm-hm. Got this one, sir. So since you're calling us for the same issue, let me verify or let me review your previous clear, sorry previous key here real quick. Okay. Can it give me three to five minutes, you're most welcome.
00:00
Speaker 1
Yeah, think, think, that, that, that internet, this is dropping out all the time. Still going. No. I was going to do it yesterday and then I, it really just drops off. [silence]
01:00
Speaker 2
hello sir, thank you for patiently waiting. uh so just to verify sir, your wireless device keeps disconnecting from the network, is that correct? and are this uh, are this issue happening on [silence]
03:00
Speaker 1
No, I think it's everything because, I mean, I can come into the house, say if I've been out and I come in and the not normal is the it goes the Wi-Fi just kicks straight in. It doesn't. If I go on an email on the on the mobile, it won't pick up servers as if and it says you're not connected. I've had my home uh Apple devices disconnecting. I've got televisions just disconnecting. So it's, I can see it very much on my iPad. Seems to search out a different Wi-Fi actually.
04:00
Speaker 2
on all wireless devices or just. Mhm. Mhm. Got this. Mhm. Mhm. Got this one. Got this one, sir. And again, I really do apologize for the inconvenience. Um, by the way, during the issue, when the issue occurred, were you able to observe the light on the nodes?
04:00
Speaker 1
No, I mean, I'm, I'm s, no, I'm sitting on, I'm sitting on on a phone in one room without a node being in it. Or, it's the bedroom, no nodes. No, I, I just thought I, I was gonna ring you yesterday and then I got tied up with something else. And and so I just thought I'd give you a ring and see if we could get to the bottom of it. Do you want me to log on? Two seconds, I'll stick you on hands-free.
05:00
Speaker 2
like uh are the uh huh and are you like are you already logged in into the linksys app uh huh yes yes please so [silence]
05:00
Speaker 1
see s again it's crazy so it's now not letting us log in saying the password doesn't match and the password absolutely does match because I've got it saved in my my passwords know the um I can do it on the right should I do it on the router okay what is
06:00
Speaker 2
just to verify, did you use the router password to log in, or email address and password? Yes, please. Kindly log in using the router password.
06:00
Speaker 1
now. sorry it's about an hour. Iawn, just go on passwords because I use the same password more or less for everything night. so I just I just want to check and see if this has changed internally in here
07:00
Speaker 2
I'm I'm I'm sorry, sir. Were you able to log in? No, no sorry, sir. Yeah, on that screen. There's an option there that says Reset Password and after that, one just enter the dot five digit recovery key from the main page. I understand, sir. [silence] All right, thank you so much for that, man. So on the dashboard... uh, I have the uh, uh serial number of that node and kindly also check I like if the lie on that node is showing flashing red or solid blue. Uh huh, I see you can verify to which node is that by checking the serial number, so, however, uh, don't worry. I'm going to walk you through on how to
07:00
Speaker 1
it's a serial number with the NOR if that means sense ok they just just have a wander around this place and see that one's in that's this four one but the light's in the whole yeah yeah.
10:00
Speaker 2
I I understand. No worries. And can you take your time as well? So, just to confirm, they're all showing solid blue and white?
10:00
Speaker 1
Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah but it doesn't tell you anything, it just says power is on. Ah, there, so... ...it it, a band, so, so, and correct? uh... And your strand is 61 DP? Yep. Second channel is 56. Third one is 65.
11:00
Speaker 2
And, the lights on the nodes are still showing solid white and blue. So, can you tell me the signal strength of the first child node again, like on under nodes? Can you tell me the signal strength of the first child node again. 61. Yeah. And how about the second channel? 56, alright.
12:00
Speaker 1
4th one is 49, and 1, 2, 3, 1, 3, 4, the 5th one is 71, but shown only two parts. And obviously the last one's off the line. Yes. Yes, go ahead and play. Yes, it looks fine.
13:00
Speaker 2
mhm 71 Uh huh. Uh, yes. Offline. All right. All right. Thank you so much for that information, sir. So regarding with the, uh, with the second to the last child node, uh, the one stating with the, uh, signal strength of negative 71 db m. Uh, that means that this device is already getting a poor signal strength. Uh, it could be possible because one of the child node has been disconn.
13:00
Speaker 1
What are you talking about? Just what he said. Yeah. Okay. U.S. I just want to, tell me about it. Okay. [silence]
14:00
Speaker 2
So, uh, you mentioned that all your nodes are showing solid white and blue, is it possible like to reboot or we're gonna do a sequence reboot for this one, however, don't worry, I'm gonna walk you through it right okay so, uh, before, yeah, before we do the sequence reboot, uh, kindly close the network administration tab and then go to the Wi-Fi, uh, Wi-Fi settings, uh, so under Wi-Fi settings, uh, tap advanced.
14:00
Speaker 1
[KEEP_UNCERTAIN] I'm getting Wi-Fi settings from the menu here. Right. yeah. Okay. Yeah, done that. Scanning channels. Hang on, I've to - hang on, I've jumped ahead. So, sorry. It's seeing it, may take a few more. Actually, I've got to be honest. [silence]
15:00
Speaker 2
So yeah So kindly tap on, I'm sorry? Mhm So once you are on the Wi-Fi settings look for advanced and then kindly press it Then tap on channel finder No sir, so on that feature or on that screen is there an option there that No worries sir So, however, Yeah, that, that's normal However on Yeah, for now let's uh wait for this uh Linksys app to [silence]
15:00
Speaker 1
I'll let, yeah, I'll let it run. Okay. Where you based? Nice. Good weather. I could imagine, I could imagine. I could imagine. Have you been watching any of the World Cup or? I'm a football fan.
16:00
Speaker 2
Yeah... yeah... no worries so yeah so let's wait for the links app to find the recommended channels for your system. However I'm going to set your expectations that the internet connection will be interrupted during the process for two to three minutes. However rest assured that it will like reconnect after two to three minutes. All right. Uh I'm going to set your expectations there that your call has been redirected to the Philippines. Uh huh. Okay yeah it's a tropical weather yeah. Yeah yeah. Are you a FIFA fan?
16:00
Speaker 1
I guess so. Nobody likes them. Yeah. So, uh, the World War I spent, I spent many years, many years working in Norway, so I have a lot of friends in Norway, so we're, we're talking all the time about football. Yeah. Yeah, I think a little bit of that. Yeah, yeah. You've also- you've also got a good tennis fair now haven't you? i guess so.This thing's still scanning, so i guess it's gonna be another couple of minutes or so.
17:00
Speaker 2
The team to get the goal. However, football is... This is why I believe that football is the most popular game in the world. So, I must say that, yeah. Yeah. Though, yeah, so however, I'm on... Yeah, yeah, let's... Yeah, for that one, let's wait for another three to four minutes, because, yeah, it really—a—as normal that the channel for better, yeah, it will take some time, especially if you have multiple nodes. So for this one, sort of like going back to the issue, so if still like on the link status, like one of the node is still showing offline, we might need to do a sequence reboot, as—ah—the one that I mentioned earlier, so that we can check if
20:00
Speaker 1
[silence] [silence] Yeah [silence] I've only really had the problem since I put the [silence]
21:00
Speaker 2
If your nodes are really working properly for this one. So, however, uh, regarding with uh signal strength of the nodes, uh, according to that what you stated earlier uh only one of them is only getting a poor signal strength and again, the reason for that could be that it could be possible that uh this one is connected to the uh working node that is already showing offline now and it it automatically reconnects to the nearest one. Uh huh. Yeah, so that could be the reason for this one as well. And also sir, I'm gonna like set your expectation and also recommend that uh when the issue occurred, like when their devices got disconnected from the network, I would recommend uh observing the light on the nodes okay, so that I can also further isolate that one or further check here on them end. Uh huh. So, beca-
21:00
Speaker 1
the new nodes in so it seems if it's a new system as opposed to and so this is now finished and it says we ran into a problem turn running channel finder please try it again so shall i just [silence]
22:00
Speaker 2
So yeah for this one sir I'm I need also the firmware version of the new notes which is the MBE so yeah after like on the app like after it's bind or finding the a recommended channel for the system yeah we're going to check further regarding with your firmware because yeah according here on the previous guess I think you have already tried everything like all the workaround in order for the system to work properly however since you are still getting the same error message or sorry the same issue yeah we might need to further isolate this one so I just need the.
22:00
Speaker 1
call back to what we're going to do before. it hasn't worked. Yeah. Should I put that on? No, it was... it was off. Oh, gosh. I pressed the button, now it turned on. How do you get it back off? No, it won't... it won't go off. It's now off.
23:00
Speaker 2
Yes sir, yeah for that one I would recommend not yeah, so if the channel finder did not work so on that screen I used supposed to you should be able to see the option there that auto channel finder is it currently on? Uh no sir, uh kindly, yeah, kindly leave it on as yeah, that's fine. That yeah, just leave it off. So if you I see, uh, can you try to uh stop the channel finder and then retap or re-tap it and then check if you can already turn it off or toggle it off. All right, thank you.
23:00
Speaker 1
nobody but here here next one in quarters but now I hang out okay so spinning nothing silence
24:00
Speaker 2
So much for that one. So kind of new close the Wi-Fi settings, tab and then go to the network administration, tab. So, yeah, under network administration, click uh, press again nodes and tap on the main node or main router and then kindly tell me its firmware version.
24:00
Speaker 1
Okay, so the first, you want the first note? The firmware version is up to date. 1014-216-607. takes ages as soon as you go back. Excuse me. I got the
25:00
Speaker 2
Yes, sir. Domain router or main node. Oh. All right. Thank you so much for that one. And what about the first child node? Ah, I see. No worries.
25:00
Speaker 1
Now it's saying I'm not connected to the internet. Struck out. That it won't. And I'm gonna have to, ah, just close this down for a second.
26:00
Speaker 2
Ah I see, uh it could be possible that your your phone got disconnected from the network again. So, can you like ah sorry, reconnect your phone to the mesh network? Uh, and since your phone got disconnected from the network, what's the light now on the node? Is it still showing solid white? Uh huh. Solid white. All right, thank you so much for that. So, the wi-fi is still there is
26:00
Speaker 1
yeah so it's um I just feel phone IPAD computer to TV S yeah but I think they're done through sky um um check connections will even let you won't even let you stop us from reconnecting how so I'll just go to the sentence on afford
27:00
Speaker 2
my phone got disconnected from the network OK how many devices do you have in total like your phones computers TV so it's so it's safe it won't let you reconnect
27:00
Speaker 1
Uh, so it's actually, it's actually come off the Wi-Fi. So it's stopped, it's dropped from my Wi-Fi to the EE Wi-Fi, which is the router. Oh, man. Right, so, so now I'm, now I'm in settings and I've gone back onto the, the, my network, uh, which is Ken's and it's, it's back up and I can see emails and things coming in and, yeah. So the phone's now back working. But when I go back into, into
28:00
Speaker 2
Uh huh. Uh huh. Uh huh. Uh huh. And right now, your phone won't reconnect to the network. Uh huh. Uh huh. Uh huh.
28:00
Speaker 1
lancy's app. It just says check connection and it won't fire it up. Let's close that down. Start again. Yeah, but it's in a different place. Do you want me to go on the computer? All right. [silence] But what do you think you're doing?
29:00
Speaker 2
I see. Ah, how about this one? So I, ah, how about this one, sir? Do you have a computer that is currently connected to the mesh network? Uh, I, yeah. Yeah. Yes, please, because we are going to access the web. You. That is the interface of the system instead. [silence]
29:00
Speaker 1
i just uh just have to start this computer up [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ] [ silence ]
30:00
Speaker 2
[silence] no worries here just take your time and let me know once you are ready Okay. Great.
30:00
Speaker 1
yep yep yeah yeah I've got I've got options I've got my router info or accessing the linksy smart Wi-Fi router user interfaces so they are the two choices I've
32:00
Speaker 2
All right, so in the address bar, you should be able to type the HTTPS colon double forward slash myrouter. info, and then press enter. All right, and I know, to what page you have been redirected?
32:00
Speaker 1
Yeah, I think so. Yeah, there it is. So links these smart words. Yeah. So it's accessing the link smart white Wi-Fi router using interface using the local access link. So that's. So it's access router blah blah. So access router. [silence]
33:00
Speaker 2
I see. Uh, did you enter the HTTP colon double forward slash my router.info in the address bar, like the upper search bar? Uh, and your computer is still connected to the mesh network, correct? I see. Uh, can you click the option that says, access the web user interface? Yeah, and let me know what are the option you can see on the screen? Yeah. Okay, and can you please click that link and let me know to which page you have been redirected?
33:00
Speaker 1
No, it's not coming up. Uh, uh. Uh, uh. Uh, uh. I just quit a new tab. What do you want us to type in? 192. Yeah. Yes. Safari can't open page.
34:00
Speaker 2
Yeah, access router. Um, so, you're on the screen that, asking for a router password, correct? Uh-huh. I see. Now, how about this one, sir? In the address bar again, type in 192.168.1.1. I see. Uh-huh. dot 168. dot 1. dot 1. Uh, and then press enter. Uh, I see. Ah, it could be possible, sir, that your computer is, um,
34:00
Speaker 1
It's definitely on my network. Yeah. I'll just verify it with the BBC tab. This is the sort of problem I'm getting all the time. Yeah. it still drops out, okay? You are not connected to the internet. still dropped. Yeah. Yeah.
35:00
Speaker 2
not connected to the mesh network. Uh, can you verify it for now? uh... Mm-hmm. Mm-hmm. I see. I see. Uh, I see. Uh, however, regarding for accessing the web user interface, you should be able to access that even though the network does not have an internet connection. Uh, how about this one? As, I assume you are using a Mac computer, correct? Okay. Uh, so uh, on your Mac computer, kindly go to the home screen like the home screen on your uh, computer, and then click the Apple icon located at the upper left corner.
35:00
Speaker 1
Yeah. Network Wi-Fi on. show Wi-Fi status in menu bar. So you've got it doesn't show you actually it's just a page of status on Wi-Fi is turned on but is not connected to a network.
36:00
Speaker 2
[KEEP_UNCERTAIN] and then click on Settings or System Preferences. Click on Internet or Network Yes, sir. Network Yeah, so select the Wi-Fi and you should be able to see the Router IP Address and IPv4. Mm-hm. Mm-hm. I see. Yeah, it could be
36:00
Speaker 1
done what No, no, I've done nothing at all. So I'm now reconnected and the IP is 10.125.1.192 10.125.1.192
37:00
Speaker 2
It's possible that your Mac computer has been disconnected from the network again. Um, can you reconnect your computer to the home network? [silence] How about this one sir? Like uh, just to confirm, did you press the reset button, or, have you tried resetting the system prior calling us? Uh, did you press the reset button on the main node prior calling us? [silence] I see. Uh, for this one, uh, since we already, I'm sorry. [silence] So just to confirm.
37:00
Speaker 1
192. where will I see that? no it just show us status connected. we're talking the Mac here. in that tab, I've got this this is the choice I've got location automatic status connected. network name 10 automatically join this network as to join personal as to join network networks. there's an advanced button
38:00
Speaker 2
You confirm the IP address is 10.125.1.192, correct? Thank you so much for that one. And what about the router IP? Is it stated there that 10.125.1.1? Uh, it's still under the Wi-Fi or Wi-Fi connection. Uh, uh, under Wi-Fi is there an option there that says advance? Yeah, on that tab. On that tab. Mhm. Mhm. Mhm. [silence]
38:00
Speaker 2
[KEEP_UNCERTAIN] uh-huh. Kindly click advanced instead. [silence] got that one. So, that's still on the Wi-Fi settings tab. [silence] So, um uh for this one sir, uh since upon like reviewing your case here, according here on our end. [silence] It seems like we have tried everything on [silence] everything on our end and it seems that issue persists. Is it possible to reset and reconfigure the node? However, for this one, we are going to use a different Bell Pro 7 as our main node. [silence] Is this the right time to do it?
39:00
Speaker 1
It is it where you've got to do everything and switch everything off? I mean, the only thing, only thing I would say is I've got, I've got about an hour, max. in fact, I've got 30 minutes left to use and I know I've got to go somewhere at 3, well a quarter to.
40:00
Speaker 2
Ah uh. Ah huh. I see. Ah uh. I I if that's the case, there it could be possible that the resetting and reconfiguring the whole system might take more than 30 minutes. Uh, however, uh, we can give it a try, but if you really need to be
40:00
Speaker 1
Okay, um yeah, I can maybe call back tomorrow, I know I'm, I'm, thought out the rest of today. Yeah. Yeah. Yeah. Yeah. Yeah. OK. Yeah, yeah.
41:00
Speaker 2
Read for your uh yeah, because you since you mentioned that you have other things to do, is it possible to give us a call back instead, because I will be providing you a ticket number. Uh yeah. Yeah, and also, sir, uh the reason for this one as well, because that we can further isolate if they sure has something to do with the main node or because uh you mentioned that uh all your devices, all your wireless devices keep disconnecting from the network. And also, sir, uh kindly also, yeah, kindly also check or observe as well like continue observing if the light on the nodes will just be staying solid white or blue if the issue occurred, okay? So uh regarding for the ticket number, are you ready for it? Okay, great. So your ticket number is 1 2 8, uh 6 1 3
41:00
Speaker 1
actually it's the same one I've been I've been the same place now okay and okay and so so to win so we're basically need to reset the whole thing. Okay.
42:00
Speaker 2
oh great oh yeah so yeah your ticket number is still the same and we're assured that you can just give us a call if you want to proceed for the yeah setting of a different note for this one mhm yeah for this one sir because uh uh we upon checking again your previous case uh previous case it seems like all your devices have already been optimized we according here you have already disabled express forwarding uh MLO has been turned off that cloud flare DNS uh this is the like work around that in order for your devices to work or to be working properly however as you mentioned since the issue persists yeah we might need to reset and reconfigure the whole system and don't worry so rest assured that if all the possible troubleshooting steps have been
42:00
Speaker 1
Okay, okay. [ silence] All right. All right. Okay, you take care. Thank you. [ silence] Bye bye. [ silence]
43:00
Speaker 2
uh, done or have been made? Uh, we are going to further, uh, forward your case to our second level technician for further assistance. However, before we can do that, uh, yeah, we really need to exhaust all the proper, yeah, all the possible troubleshooting steps that we can do regarding with this one. So. So, and also sir, uh, make sure to, once you're going to call us back, uh, uh, we also need, uh, other, uh, the nodes like the other nodes firmware version so that we can isolate or we can further check, okay? All right. So, again sir, uh, again I really do apologize for this one, and thank you so much for your cooperation in time. You're most welcome, sir. And thank you so much again for calling Lexus. You have a great day. Bye for now.
43:00