V2 Rubric Detail — b036faf0-6fcf-11f1-b…

Well, 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.linxsys.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, 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. Hello. Thank you for calling linksys. This is ice. How can I help you? Hello. Thank you for calling linksys. This is ice. How can I help you?

Oh, the one that has a blue light. Is it the one that's connected to your internet? Uh, okay. And the other node that's showing us red light. Is it blinking or a solid, so those two with a red light are the wireless or child nodes. Uh, the main node. Okay. All right. Can you provide, mister, the serial number? Just one of those node.

So let me verify again. The serial number is 20j, for John, 10c for Charlie, 68805805. Is that correct? All right, got it. So your links is nodes are model WHW03. They are all well up.

Oh, you're really trying to listen. You know what? You do really good. All right? So you have three nodes. The parent node is okay as it's showing a solid blue light. While the two child nodes are are temporarily disconnected because they're all showing red light. One is blanking and one is solid red. Um. I'll create first a record for you, sir. May I have your name? BR. A-M-I-P primate. And your last name, primate is Patel, P-A-T-E-L. All right, primate, Patel. Thank you. What about your email address?

so it's, Pramit patel, one at gmail.com. [silence] And who's your internet service provider? All right, AT&T. All right, Pramit. Uh I've checked on our system on [silence] seems that your the status of your [silence] wifi is off like. [silence] So [silence]

Yeah, so yeah because on our system it's showing the status of your node is offline and you mentioned that the parent node is showing a solid blue light. Oh, which is weird since it's the parent node, but the status here should be showing an online status. Your Wi Fi network name, is it Patel family? Your WiFi name. So, the WiFi name, your network is showing us uh, the status offline. So, I think you might have to. reconfigure all your. nodes because you also mentioned that, even the parent node showing a solid blue light, you still cannot access internet, right? Right. Uh, before we proceed on.

[silence] config configuring your nodes permit. I have to update you first on your nodes warranty status because as I've seen here on our records it shows that your nodes are WHW03 model are all out of warranty. As these products only has a limited to your warranty status. So since your products are already out of warranty I cannot provide you free technical assistance. If you want me to walk you through the steps on how to reconfigure your nodes you will have to apply for paid connect service that will cost you $[REDACTED_PAYMENT_DIGITS] Yes $[REDACTED_PAYMENT_DIGITS] It's so your uh your we will use your cards to process the payment.

I have my tools here and Safe Share.

I can restore your connection or I'll be able to help you configure your nodes but with the internet connection I cannot guarantee that because that will depend on your internet provider okay? Okay? Because maybe you know your internet has an outage so that will be out of our application so I see so you have confirmed that you have internet connection so the only trouble here would be in the nodes hardware or former issue but we'll be able to know that once we start configuring your nodes okay? So I'm gonna pull up first my tools for your payment transaction hold on.

let me verify again the card number is [REDACTED_PAYMENT_DIGITS] are there [REDACTED_PAYMENT_DIGITS] or [REDACTED_PAYMENT_DIGITS] so [REDACTED_PAYMENT_DIGITS] and [REDACTED_PAYMENT_DIGITS] all right [REDACTED_PAYMENT_DIGITS] all right so it's an IMAX uh card

So, what's the expiration, month and year of the card? [silence] So that's expiration [REDACTED_PAYMENT_DIGITS], and what about the security code? [silence] [REDACTED_PAYMENT_DIGITS][silence] Okay, and the zip code, billing zip code? [REDACTED_PAYMENT_DIGITS] All right. I got it. And I'll put here your email address, [promit] patel1@gmail.com, so that once I'm done processing it, I can send it to your email. Okay? I'll put you on hold for two minutes, uh [promit], as I process the payment, okay?

Hello, from it. I've already successfully processed the payment, thank you for patiently waiting. And I'll also be sending you the receipt to your email so that you have a copy of it. So I've sent it already, now let's proceed to your concern.

Can you bring the two child nodes near your parent node? All right. Okay, that's good. All right. So they're already plugged into a power outlet? They're all turned on? Okay. So what's the status now of their light? All right. So there's no issue with your parent node because you already hardware, your devices, and you can connect to your Internet. By the way, may I ask if you hardware your devices directly to your AT&T modem or to your parent node?

yes, I want to know all your other devices that could access internet like your TV or your other devices that you're using to surf the net, are they all hardware to your spectrum I mean your AT&T modem or to your parent node? Okay. So nothing is connected to your parent node. All right. Can you uh open your Wi-Fi on your phone and check on the list of available Wi-Fi network if you could see your Wi-Fi network name Patel family or the one you're using.

So, the Wi-Fi name of your parent node, you can see it? So, that's weird because your parent node is showing a solid blue light. So, we may have to reconfigure not only your child node, but also your parent node. Are you fine with that? Once we reconfigure your parent node, then it will be reverted back to its default Wi-Fi settings. And I have to tell you from it that once we do a reset and reconfiguration of your node, you can no longer access the Linksys app because the model of your node is E3000.

Lynx negligible. So. okay, that's right. Alright, so we're going to use the 5P method because it's the quickest way to set up and add your nodes. So, let's do a reset first on all your three nodes. Press and hold the reset button on all your nodes. Yeah, you can start with your parent node first. Press and hold. Wait until it's light is off. Once the light is off, you can let go. When you press and hold a reset button, usually its light will flash bright red. And buzz steadily. So, you can let go of the button once you hear it's buzzing. And that button will stay steady until your first real power cycle is completed. [silence]

three times and then it will flash bright red again until its light will turn off. Once the light is off, you can release holding the reset button and just wait for its light to turn back on on its own. Or you should wait until its light is off. Press and hold the reset button and once the light is off, you can let go. That is the parent node, I think there must be a problem with your parent node. That could be the reason why you're not seeing the Wi-Fi name uh even if your parent node is showing a solid blue light. Okay, can you turn off its power switch? There is a power switch on your parent node? [silence]

Turn it off. Did it slide turned off? Okay, now turn it back on. Let's see what will be the reaction of its slide. Will it blink? Turn it on and see the changes on its slide. It didn't blink. It just turns solid blue. Let's give it a moment. [silence] Nothing changed on its slide.

still remaining solid blue. thing. I think there might be a problem with that, parent node. Okay. Can you try to do a reset again? Press and hold its reset button. It's clutch, it flashed red. Did it flash red? No, it didn't even blink. So there must be a problem with the hardware of the parent node or it's LED. So you can go ahead and have to disconnect it. So, it has to be actually disconnected and then we can't do a reset that parent node. we'll have to use one of your child nodes as the parent node. So we're going to swap it with your parent node, okay? Can you unplug your

parent node from your AT&T modem. And then use the other child node you have there. Yeah, it could be either. But make sure that once you plug it onto that port, you will have to [silence] [silence] plug it or remain [silence] [silence] connect it to the port you're using. If ever you have unplug it, so, [silence] because that will be the [silence] its main port for connecting to your modem.

once the AT&T modem is plugged into your router, check on its slide. Okay, so it's still booting up because you have unplugged it and then plug it back in so let's wait for its slide to stabilize.

Oh yes. Oh, we no longer have, I think there's no longer have any WHW-03 models. You will still be able to use this as WHW-02 because it's still working fine. You can add them as child mode to a new model you have purchased. So they can still be used as a child mode to other models you buy if you ever buy a new model.

All right, so let's do a reset on that. And let's see if, yes, press and hold the reset button. Make sure that it's light blink or it will flash brightly red. And then pulse dimly three times and then will flash brightly red, again until it's turned light off. And then you can let go, release holding the reset button. Okay, that's good. So that child node is responding. that's a good light behavior. So let's just wait for its light to turn back on. While waiting, let's do a reset on the other child node, just like what we did before, press and hold the

Pressing the reset button. And your original parent node, what's the status of its slide now? The original parent node, the one that, yeah, the one that we have unplugged, it's still blue. Uh-huh. Uh so the parent node, uh, it's not, okay. The original parent, okay, let's hold up. Uh let's talk about your original parent node. You have unplugged it from your

So it's only connected to a power outlet. [silence]

The. One that's showing a solid red light, have you already reset it, right? So when you do reset on the other one, did it flash red, okay? So wait for its light to turn off or and then let go.

Okay, so the main... Okay, so it's already... It went off when you reset the main, the new parent node, right? When you tried to do a reset on it, it went off and then it turned back on and is now showing a light, solid red. Is it like a solid pink or magenta? Yes. Your new... So, but it's solid or steady. It's not blinking, right? Okay. So, can you check at the bottom of that new

Parent node, check at the bottom. There is a default WiFi name of the new parent node. It should be Velop. There's a WiFi name at the bottom of that parent, your new parent node. Check at the bottom. Okay. Velop setup. So can you check on your phone Wi-Fi settings on the list of available networks, if it is shown on that list of your available Wi-Fi network name on your phone? Check uh first uh check,

Okay, consider carefully the Wi-Fi name of your new parent node. And the Wi-Fi name that shows on your phone is * Yes, you can turn off your Wi-Fi and then turn it back on so that it will have a refresh. Okay, check on the other note, your other child nodes if it's showing on the default Wi-Fi name. So, only the second one. So on your list of available Wi-Fi network on your phone, it's only showing the Wi-Fi name of your the network not the * The reset button. And once it, it lights is off, let off.

So the other child node, since it's showing its default Wi-Fi name on your phone, it means it was properly reset. And your new current node, its Wi-Fi name should appear on your phone list of available network name if it was properly reset. So if it's not showing, what's that? Oh, is that the one which has a solid red or blinking red before? Can you remember if that's the one that has a blinking red before before we have reset your node? So that one has a blinking red and not a solid.

There might be a problem with that child node. So, can you try to unplug that and place the other child node, the one that's showing the default Wi-Fi name on your phone. So now we're going to use the other child node as the parent node. Once you plug it back and its light should start blinking, wait for its light to stabilize or steady or solid. And once you get a solid light from that new parent node, the one that you have connected to your modem.

Phone Wi Fi setting. If the default Wi-Fi name is still showing. We already child node that we replaced, can you check what's the status of it slides. No. Hold on. We cannot connect first. I just want you to confirm what's the Wi-Fi name. Ah. Is that the one that we connected now to your modem.

Right. Can you do a reset on the one that's blinking red, the one that we have unplugged? So press and hold its reset button and then wait for its light to turn off. then let go.

Oh, that's weird, uh, if it's showing a light blue, is it solid or blinking blue? That's the one, uh, the channel that we have and plugged from your modem, right?

no. OK, let's, OK, let's try to net label your note so that we don't get confused. the original parent note, let's call that. OK. So, what's its light color, the 154. Right. So, both of your child notes are showing a solid red light. All their Wi-Fi name is now being shown on your phone Wi-Fi network names. OK, that's good. So, I think it's just need, uh,

Okay. Now that we have, we have confirmed that the two nodes, original child nodes have, have properly been reset because their wifi name, default wifi name is showing on your phone. Now let's do the five press method on your node that's connected to your modem. The node that is connected to your modem, you're going to press its reset button five times within five seconds. So press, release, press, release, that should be five times and then let go. Okay. And its led should start blinking. All right. That's good. So let's just wait for its light to turn solid blue or solid green depending on the light behavior of your node. Now while waiting for that node, can you check on the other child node you have, the solid red, if it's blinking? Okay. Let's just wait. Uh maybe uh your first child node is still uh configuring itself. So let's wait for its light to turn solid blue or green. Once one it once it's done, the your second child node should also start blinking. Tell me if the, uh, node that's connected to your modem, uh, turns solid blue or solid green, okay? Okay, just wait. Uh, since it's still blinking, so let's just wait for each light to stabilize. Blinking orange or yellow means uh it's got a weak connection from your Internet or it didn't uh detect your other client node. So let's just wait for its light to turn solid. Solid. Green.

[visible] Okay. So, that's good. So, since the node that's connected to your AT&T modem, uh, showed a solid green, it means it's already configured successfully. It's now connected and online. Check the other child node you have, okay? If its light is blinking. Okay, that's good. It means it was able to communicate with your, uh, node that's connected to your modem. So, let's just wait for each light also to turn solid blue or solid green. Okay. Okay.

So what's the status now of the other child nodes? Okay, so is it showing a solid, okay, so you have two nodes now that have turned solid green on the LEDs. DH correct? So it, it means we have successfully configured your two nodes. One is now your parent or main node and the other is the child note. So, the child note, the one that is wirelessly connected to your Wi-Fi. You can now relocate that child note to where you want to place it because we have already completed the setup for your two nodes. They're already configured. So you can now connect to the default Wi-Fi name of your new parent node. The one that's connected to your modem. Check at the bottom. if it's 80GC2, then you connect your phone on that. And then type in the password, which is also indicated on at the bottom of that note.

[silence].

Oh, With the way things are used to it . Oh, it might have already gone obsolete . Or Defective So that's why we could do a proper reset on it So you can only now use it a other node So But That is still fine Oh, you still have a mesh System they can still work It's just that you're lacking on another node. As I've mentioned before. Uh, since . Oh, these models you have are no longer support the linksis. So we can't use the links this app to rename your wifi name. So the only way to edit your Wi-Fi name is through accessing your routers web view or interface and that is when you go to your router's address of localhost eight zero eight zero From the right channel Oh something .

one nine two point one six eight point one one one so when you open your web browser you type that address, that is your router's default IP address one nine two dot one six eight dot one dot one what do you mean you're not going on your phone [silence]

Okay, and then you type in the 192.168.1.1. and what does the page says. Is your phone connected to the WiFi name of your modem? Oh, is it's already connected. Uh, can you try to use another browser, like Google Chrome? Maybe the Safari one will work. Try to use other browser. Or, if you have a laptop or you can try to use a laptop. Or a computer. Yeah, you can try another device. [silence] Try again. [silence]

so you can isolate any issues if it's only a problem with your phone or it's also a problem with your other devices. So you can also try to access your router's IP address using other devices or using other web browsers. Like Google Chrome of Firefox or Edge. You can use other web browsers. So then we can know if it has something to do with your phone or the browser that you're using. Just make sure that if you use another device like your iPad or tablet, uh make sure to connect it first to your default Wi-Fi name of your network.

Yes. Let's see. No, apparently we can, we can no longer do that. As I've mentioned before, this model no longer support Synch Linkus app because the reason is because the cloud services were removed. So the account Syn your Linksys Smart Wi-Fi account can is no longer applicable so we can no longer have any remote access to your router. So you can only do that through logging into the router's web user interface. Now since the 192.8

that one that one doesn't work you can try my router local. So it's so my router, it's one word. M_y_r_o_u_t_e_r, and then period, local, L_O_C_A_L. So instead of the 192, you type in myrouter.local. And tell me what do you see on the screen?

Does it say your connection is not private? Okay yeah. Click on advanced and then proceed to site. Once you click advanced what does the screen show? Usually when you click, advanced, there should be proceed to site below. [silence]

So you should click Advance or continue, and then proceed to sign. Uh, if you scroll below, there should be a link to proceed. So, are you on the sign-in page now? What, what do you see on the screen? Uh, do you, do you see a mobile image? Picture of two mobile phones? Okay, click on that. Click on that mobile image or pictures. Okay, can you select the router password? [silence]

router password. Because you have two choices. But no, as I've mentioned before, we no longer have cloud services, uh, or account, cloud account. So it's better to select the router password. Because you have two options to log in. It's either uh, Pramit, uh, listen carefully. You have two options to log in. It's either to the email address or to the router password. So you have to select the router password. There is an option. Uh, uh, Yeah. Okay. You cannot select the account. As I've told you, Pramit, you cannot create the account because we no longer have cloud services.

No no uh okay. Can you... I stand below if there's a local asset? Yeah click on the mobile image. Can you scroll below? Is there a link for local asset? That's- that's uh weird because it should be uh... you should be routed to uh router password. Access bell I'm router password. [silence]

[silence] and there's no other option at the bottom for local access. Okay, can you try to type in the 192, because yes. Tell me what do you see in the screen. If your connection is not by private, just click advanced or continue and proceed to site.

Okay, can you try this 192.168.1.1/?UI/?UI/Local/?Dynamic/?Dynamic/?

[ silence ] press your up key until you get to the command line at the top. Press enter. [silence ] for a few minutes.

What device are you using? Your phone? Okay. And you are in Google Chrome and you are already connected to your WiFi name, right? Yes. Okay. Can you try to unplug your node that's connected to your modem? Could you unplug first its cable, the cable that's connecting it to your modem? Can you unplug it for us? All right. Once you have unplugged it, try to enter again, open a browser and type in 192.168.1.1. Yes? [crosstalk] Okay, again, let's try to [crosstalk]

Okay, try to hit enter. See if you could access if offline. What does it say? Just use Chrome. Okay. I'll try to type it. Um, http://192.168.1.1/tv. So close all the other browser you have opened and open a new browser. Because maybe uh you have opened a lot of browser. So close all the other browser and open a new tab for new browser of Chrome. And then type in, let's try to type in again. http //192.168.1.1/tv

What, uh, what do you mean nothing? Does it, uh, show anything on the page, on your screen? It's only loading, so.

So you have unplugged your node that's connected to your modem. So you're accessing, so you're accessing that router's IP address offline, but it's still loading. It's not showing any page. All right. So I think the device, the service might be down. It's still loading even if you're accessing it through offline. So what I can suggest is to wait for a day and then try to log back in again. [silence] To your router's IP address, you can log in using the 192.168.1.1 or the myrouter.local after a day and observe if you still could not access the router web interface, then you can call us back again so that we can escalate your case to a level two technician. The other possible is that you buy, you can buy a new router, which is the latest Linksys router we have so that you can access the Linksys app because the new Linksys router we have is using, is still using the Linksys app. So you can set up your nodes using the Linksys app and from there you can edit your Wi-Fi name and Wi-Fi password.

But as of now, you can only use the default Wi-Fi name of your password? Yes. Yes. You can only just buy one, uh L., uh, ., then make sure to make it uh, the parent node or the main node, because that new L., is the one uh, you're going to access to the L. app, uh app, . Because the new L. that we have has the L. app. Then you can access the L. app on your phone, and then from there, you can just edit the Wi-Fi name and password. All right? Okay. So, but all in all, your nodes are already set up and successfully configured. So, you can plug back in now the node that you have unplugged from your modem. So, you can now, uh, access your internet because your two [silence]

Who knows they're already connected and online as they're showing a solid green light? and by tomorrow, you can try to access again your router's IP address. You can also try to check [silence] 192.168.1.1. Try accessing it using other devices you have or using other Browser Chrome, Edge, Safari, Firefox, so that you will have you will know what Browser works or doesn't work. And then if it still doesn't work and using other devices, you still could not access the router's IP address. Whether online, whether your node is connected to your modem or whether offline. If it still doesn't work, you can contact us again for so that we can escalate it to a level two or you can just buy.[silence]

Uh oh uh no new um node um um to make it um the parent node um so that you can access um or use the links test app um on your phone. Okay? what do you mean to come back online? now The server. uh you should uh now, uh connect now your node back to your uh AT&T modem. Okay? just wait for it because you have unplugged it. So naturally, it gets disconnected. but just wait for it because once it's uh the plug is back, then it will return back. Just make sure that uh the plugged plugged

did it to your note, is the same port where you have Plug it. Because if it's the other port, because there are two ports on your node. And the one you used to when you set, when we set it up using the fire place method, it should be the one that the cable should connect to. Because if you connect it to the other port, then that will not work. Okay. All right. So, if it's, okay, you just have to wait patiently because it's like, will go back and turn back to a solid green. Because we didn't change anything. We just unplug it from your modem. So, it will return back to its solid green light. So, just wait patiently, okay? What? Yes. Because it's already connected to the main node. So once the main node turn solid green, the other child node will also turn back to solid green. Because they're already set up as a mesh. So they will follow each other. Okay? All right. All right. So everything's good now. Thank you for calling link systems. Once again, this is ice. Take care and have a good day. Goodbye.