Speaker 1
I've just gone through uh your chat service trying to resolve um an issue with the my main Linksys box uh so I've got a permanent blue light on the main Linksys box that goes into the back of my router uh which is from BT um and we've tried up unplugging plugging in well all sorts of things and the permanent blue light is still on Does that make sense? Now the main node is got a permanent blue light on um and
00:00
Speaker 2
welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling minksis. This is Josh. Can I help you? Okay. Did you mean that the child nodes are not connecting? What's the model number of the device?
00:00
Speaker 1
it's a model number, model number, hang on. Bear with me a second. It's a WH-W03 It's not working. I can't see the uh, one, two, five in total. So it's not um, connecting to the internet and it doesn't uh, red. I've unplugged them all, but they were all red. Um, and the main one that's blue doesn't appear as an option on my phone.
01:00
Speaker 2
Well, it if it's solid blue it means it's working. How many nodes do you have in total?
01:00
Speaker 1
Oh, okay. Yeah. BT, British Telecom. So, I can see uh that network on my phone and I'm I'm using it to get onto the internet, so that's all fine. Yeah, my name's Christopher Lawrence. T-O-P, H-E-R. Yeah. L-A, L-A-w. Correct.
02:00
Speaker 2
Staying so we'll do and the wifi name is not showing up. It could be that the node is already defective. It could be a possibility. Especially if the if you cannot or if the wi-fi name is not broadcasting at all. So, um, can you tell me who's your internet service provider? Can you provide me your full name and your email? Okay, your first name is Christopher. That's C-H-R-I-S-T-O-P-H-E-R. And your last name is L-O-R-E-N-Z. L-A-W-R-E-N-C-E.
02:00
Speaker 1
Yeah, that, that, that dropped. Uh, it's C Lawrence, that's C L A W R E N C E 0707 at I cloud.com. Yeah.
03:00
Speaker 2
Okay. How about your email? Okay, 0-7 @ iCloud.com, correct? Okay, so again, that's gonna be C Lawrence, 0-7 @ iCloud.com. Okay. Now, um, can you provide me the serial number of this specific node, please?
03:00
Speaker 1
serial number two is that um I think that's two zero J one zero C six C six five three nine seven zero yeah uh I think I think they might be different models um let me just check one the two I've got here are the same share with me so it's it says it says 303 but it says version two and the other one was a version one
04:00
Speaker 2
And you have five nodes in total, right? All of the same model? Okay. Let me see. How long have you been using the device?
04:00
Speaker 1
Uh, quite a long time, I was one of the first uses. So, it sounds like I need a replacement device, doesn't it? Okay. How do we do that? Yes. Yeah. Yeah. And it it just stay solid blue. It won't reset. What try and reset again, yeah?
05:00
Speaker 2
It could be Sir, but we could try to find out if it's really defective already. Okay, if you may. Have you tried to unplug and replug the node? Okay, and it is it staying sold on blue? Did you try to reset as well? Like press reset button. Okay, well if that's the case here, it could be really defective already. If you want, we could just try to proceed and try to reset and reconfigure the other nodes. We will configure a new parent node. We will use one of the child nodes because you said that [silence] You need a parent node to work as the gateway
05:00
Speaker 1
You... YES! Right, okay, okay. Yeah, I've got, I've got another one here. So what, what, what I did, I think it was your AI chat. We plugged in the, child node, and it, it just blinked red, but presumably, I've got to reset that to get it to work. Right. right, okay, I'm going to unplug the one that's not working. okay, let's plug in the
06:00
Speaker 2
there are five notes, one is possibly defective. So if you want, we could just try to proceed in setting up a new system. We will use a new parent node and we'll set up other nodes as child notes. We will set aside this one that is not rebooting. yes, yes, you have the reset.
06:00
Speaker 1
Okay, I plucked in the child mode. It went bright blue and now it's gone. I don't know what color that is. Looks like a purple, darker blue anyway. Should we say that again? Right, okay. Hang on. That's going to take, take two minutes. Yeah, okay. [silence]
07:00
Speaker 2
[silence] Okay, can you please gather all the other nodes and power it on right next uh beside each other?
07:00
Speaker 1
do I need to turn them on? yeah okay. one more which is right at the top of the house. [silence] Okay, so the one that's not working I've obviously unplugged in and I've got the uh the first one unplugged in which is into the router and three others which are all currently flashing red.
09:00
Speaker 2
okay alright so for the notes that are flashing red for those that are plugged in you please
10:00
Speaker 1
OK. OK. Do I do I start with the one that's plugged into the router? Yes. Yeah? Okay. So, the one that's plugged into the router, the red light went kind of a dark orange, do I wait for that to do stuff or do I just carry on with the others as well? [silence]
11:00
Speaker 2
Please power, I mean reset them, so by resetting the node, you have to press and hold the light the reset button. Wait for the light on the top to turn off and then will turn back solid blue. Once the light is back to blue, you can release the button. You have to reset the. I mean, you have to press and hold on to the blue light. [silence] You have to reset the, I mean, [silence]
11:00
Speaker 1
Ah right, blue light. I don't see a blue light. Right, okay. Okay? Yeah, I'm getting it. [silence]One month's go. [silence] OK, they're all showing a kind of dark blue now. um that that - I'm kind of part- blind. That is a very dark - I'm not sure what color that is. I'm going to ask my wife. But it it should take longer than 30 seconds, shouldn't it?
12:00
Speaker 2
Okay, let's wait for them to reboot and the light indicator should turn solid purple. [silence] Yeah, the reboot process will take...
13:00
Speaker 1
Okay, okay. Okay, the the main one's just gone permanent red. So I guess it's still rebooting. Oh solid red. Yes, they're all solid red. [silence]
14:00
Speaker 2
okay, what's the light indicator now ? they're all solid red ? ok, now if that's it
14:00
Speaker 2
case, on the one that is connected to the modem, you press the reset button five times within five seconds, it's going to be like this, sir. Press and release one, press and release two, press and release three, press and release four, press and release five. [silence] yes. so you press the one that is connected to the modem, the one that you connected to the modem. No, no, no. it's going to be like this, sir. Press release one, press release two.
15:00
Speaker 1
Oh, okay. So just press it five times. Um, okay. On the, on the main mode. Right, sorry. Am I doing, do I need to do that four times because there's four devices or do I need to do it five? Okay. Got it. Got it. Okay. I'll do that. Okay. And it went a kind of, it's got a kind of orangey color now.
16:00
Speaker 2
Yes. Press release one, press release two, press release three, press release four, press release five. Not too fast, not too . Yes. But no, you just have to do it on one one node. On the one that is connected to the modem. Press it five times. Okay, then observe the light indicator. Do not do anything, just observe the light indicator.
16:00
Speaker 1
Yeah. Yeah. it's a flashing orange, I think. It looks like it's gonna connect. Ah, nearly. [silence] Okay, it's gone green. Okay, that one, that one's gone, that first one's gone green, um, and green, solid green. Um, one is flashing red and the other two are permanent red.
17:00
Speaker 2
yes. what's the light indicator Now? okay how about the others?
18:00
Speaker 1
they're all they're all flashing right now
19:00
Speaker 2
Do they flashing red?
19:00
Speaker 1
Okay, one down, two to go. Okay, one more to go. Okay, Oh, no, hang on. Someone's gone back to red. Okay, they've all gone green. Yeah, they're all green. Hello, you still there? Are they all green? Yeah, they're all solid green, yeah, all solid green.
21:00
Speaker 2
Yeah. Okay, are they all solid? They are green? Okay. Well, if that's the case, I guess they are all working. You can now try to connect to the default Wi-Fi network.
22:00
Speaker 1
So the main node, how do I know? Oh no 590, I can see that. Um then it's asking me for join, it's asking me for a password. Sorry? Oh right, a password underneath the node. Oh got it. It's okay if you just want some}
23:00
Speaker 2
Okay, there's a password underneath that? There's a password underneath the node. [silence]
23:00
Speaker 1
All right that's connected. Yeah. Yeah I can. Yeah that's probably a good idea. Do I just... Well I'm on my phone at the moment but that works. Oh no I'm
24:00
Speaker 2
Okay, try to check if you can go online. Okay. Alright. Well, if that's the case, sir, I guess that you'll have your new system now. Would you like to change the WiFi name there? I'll modify the WiFi name. Okay, well, if that's the case, do you have a computer that you can use or a tablet or iPad?
24:00
Speaker 1
I've got, sorry. I've got the Lynxess app, yes, yes, yes, yes. And it says your router has no internet connection. I've got Troubleshooters. Yeah, got it. Yeah, got it, got it. Yeah, I can do that. Yeah, I do, yeah. Or connect to
25:00
Speaker 2
Okay, do you have a lingzts app? Okay, then open the lingzts app. Okay. Well, if that's the case, Sir, if we will set up the wi-fi, the network sir, the wi-fi name, we'll just use the, we will access the web user interface, Sir, and that's going to need, I mean, that's gonna, I mean, we have to access it to the browser and phone browser will limit our access. So, it's better if you will use a computer or iPad or tablet. Do you have a computer, Sir? Okay. Connect your computer, Sir, to the default wi-fi name, same network you connected your phone to.
25:00
Speaker 1
Yep. Oh, hang on, hang on a minute, hang on a minute. I've got some I'm just closing some things. Okay. 192. On the, on the app, it's got use the same Wi-Fi settings as developer, so I used to call it devlop system. Um, but we don't want to do that, do we? [silence]
27:00
Speaker 2
Okay. On the address bar, type in 192.168.1.1. [silence] Was there on the apps, I mean, the products on the settings, you can access it there. Yeah, that's... [silence] Okay. All devices on the account. [silence]
27:00
Speaker 1
Right, okay. Should I try no create new Wi-Fi settings or is that gonna cause a problem? Okay, okay. So, I'll put in 192. What do I do next? Say that slowly. 1.16811.
28:00
Speaker 2
[silence] If respected. [silence] well I use just open. OK. 192.168.0.1. 192.168.1.1.
28:00
Speaker 1
192. 192 dot 168 dot one dot one. Oh, wow. Dot Okay, so 192 dot 168 dot one dot one. Site can't be reached. Yeah, yeah. Am I am I going that on Safari? role. Okay, my local router, yes. Yeah. Okay, that's come up with.
29:00
Speaker 2
Okay. Okay, how about you put myrouter. local on the address bar. So the address bar is the one, the long one at the top. On the on Chrome. Now myrouter. local.
30:00
Speaker 1
Um option. Custom URL shortcut blah blah blah. Used to access. Yeah. Okay. Uh, uh, I've- I've got a Linksys support option page. I've done that. But it's not gone to the signing page. Why is it not gone? [silence] Yeah, still connected. Um, I've got a AI overview. And then I've got a how to access. [silence]
31:00
Speaker 2
hey, are we on the sign in page? no, you have to type in my router that local on the address bars. we will be routed to the sign in page of the router. can you try to make sure that you're still connected to the linksyss network? and now that that one. i'll try how about we try HTTPS?
31:00
Speaker 1
uh HT I've got HTTP. my local router. uh hang on hang on. um http S, what was the other bit? Tolan. Yeah, yeah. Yeah, done that. And what's next? yeah yeah Yeah. One dot two dot one six eight dot one dot one.
32:00
Speaker 2
colon. https colon, and then forward slash, forward slash, like the two dots. Okay. Forward slash, forward slash, to a forward slashes, and then 192 dot 168 Hey, so it's asking for router password, hey, uh, if that's the case, sir, then it means that we're being routed to your search result. Where did you specifically type in them address, sir? Where did you type in the address? No worries, sir.
32:00
Speaker 1
I'm sorry, I can't help but now. 19, 1192 1.68. won't open new tab. site cannot be reached. cap HTTP HTTPS Colin slash. Oh, it's still going to open new tap. Site cannot be reached.
34:00
Speaker 2
okay um one nine two one six eight one one take Paul come come come you put HTTPS colon and then forward slashes do forward slash okay
34:00
Speaker 1
What is going on? it won't let me https What the numbers again? It's just not doing anything. All right, H T T P S colon forward slash forward slash 192 dot 168 dot one dot one. Go. site cannot be reached. HTTPS colon forward slash forward slash 192.168.1.1 is unreachable. Yeah, yeah and click to develop. I just went on to I need to go on to settings some of our settings. Uh walled fire connect it and detail. It says private ip address. No, private Wi-Fi address. No, no. Sorry, I don't know the class of the ip address. [silence] ha Herzog gateway forward slash 92 forward slash 82.
35:00
Speaker 2
Okay, let's go to the Wi-Fi settings of your computer please. And let's click on the network you're connected. Okay, and then check for the Ip address. What's your number?
37:00
Speaker 1
IP sorry did, do you want the IP address? default So it's that again. Yeah. Just that. That ten dot two one one.
38:00
Speaker 2
What's the IP for? Yes sir. Okay, about the default gateway, it says one zero, says 211.1.1, right? Okay, go back to the browser page please. And type it in there, but the last the end number should be one. Okay, go back to the browser page. Okay, type in on the address bar 10.211.1.1. Yes.
38:00
Speaker 1
okay I didn't do that 10 sorry 10 211.1.1 uh okay speed guide it's address in the I'm just getting searches I I typed it in the uh address bar at the top I just closed it again
39:00
Speaker 1
so i'm so i might be bit so at the top of google there's the you know there's the google search thing below which i'm not typing it into and then there's the address bar at the top which i am typing it into um i and i i just keep getting searches i don't know what's going on yeah correct and then i get i i've just got various search options it's not taking me to a page it's taking me to i've got a speed guide i've got an AI overview it hasn't taken me to any
40:00
Speaker 2
Uh-uh.First,
40:00
Speaker 1
Yes. It says evolve setup 59 e connected. 10.211.1.1. Yes, that's the router. So the the evolve goes, it's Genesis 50610. Yes.
41:00
Speaker 2
What's the network name that you're connected right now. No, no, no, no, what's the one, uh, what's the network name that you're connected right now. Go to the Wi-Fi settings sir and what's the, uh, look for the name or the network that you're connected, that you've connected your computer to? Okay, and uh, the ip address that you get is the 10.211, right? Okay, now try to use a different browser sir. Use Safari maybe.
41:00
Speaker 1
So it goes out through a B British Telecom modem doesn't that makes a difference? So the the Linksys system is connected to a a British a BT modem British Telecom modem. Okay. I don't know. Okay. Okay. So I'm trying with um I'm now with Safari. And what am I putting in again? [silence]
42:00
Speaker 2
What do you mean sir? [silence] I I understand? Okay, I I understand. So, so why does that matter? [silence] Well, sir, if we are accessing the right IP address of the router, sir, then we should be able to access its settings. Now, let's try on a different browser, sir? [silence] then the 211.1.1. [silence] It must be a computer or network involved with this IP address, sir. Need to access it through the router, sir. [silence] Yeah, yeah, okay, okay, I see it. Thank you, sir. [silence]
42:00
Speaker 1
success success success success success success success success success success Okay. I've got sign in logging with your route to password. Sorry. I've lost my glasses lowercase admin. Yeah done that and then it's asking for a username Yeah. I'm on I'm on the main page but it won't let me go. Hang on hang on. It won't let me come off to save password
43:00
Speaker 2
Okay, what do you have now, sir? Okay, type in admin, all lowercase. All lowercase, admin, sir. Okay, just A-D-M-I-N. Now it's not going to ask for username. Just if it's asking you to log in using your router password, then it will just ask for a router password, no username. Okay, now are you on the main page? The links Linksys Smart Wi-Fi tool. Okay. Scroll all the way down. Okay, just close the [silence]
43:00
Speaker 1
I can't bloody close it. Yeah, and it's not given me an option to say, no. No. So it's, it's saying, save password, I've got my email address, my name or a shorter version. It's not given me an option to do anything else. No. There is not. [silence]
44:00
Speaker 2
There's an option, not for now. If you don't want to, it's just asking you. It's your computer asking you if you want to save the password. So what's the option then, sir? Okay, there's an option, no tanks. There's an X mark at the top, right corner of that pop-up screen.
44:00
Speaker 1
no gonna... no, won't, won't go away. Yeah, I'll just, I'll just type in my, um, Okay. Okay, we're in. Click on capital C a bottom right-hand corner. I've got, um.
45:00
Speaker 2
In paper window How about you click on the main page? So it won't it will go uh will be gone Okay Dhan just type in your username and password Okay Now scroll all the way down at the bottom right corner of the screen and please click on CA the capital CA. Yes in line with the End-user License Agreement it's the last option.
45:00
Speaker 1
on the right-hand side of the screen I've got seven boxes, network status, home network, I've got prioritize devices, parental controls, there's no CH. yes, yes, got it, click on that, yeah. No, I've got it goes privacy statement, third party licenses, Oakla privacy policy. There's nothing else. our Wi-Fi settings, got that, yeah. Oh my God. Okay. I've got three, I've got three nodes. Um, right, I've got three, oh, it's all the same node, but I've got three versions of it. so I just cut well no um
46:00
Speaker 2
How many networks do you see there? How many networks do you? Okay, then just change the Wi-Fi name, use the same name on the on all the networks. If you want to modify each network band because that's the that shows 2.4, 5G, one, and five G2, then you can separate the name, just make sure to use the same password. But if you want to use one name, then just copy the same Wi-Fi name and password on each network band.
47:00
Speaker 1
Right, I need to change this. Okay. Hang on. Almost. There Okay, so I've changed the Wi-Fi name on each band and the Wi-Fi password on each band and presume I just press apply. [silence] Yeah, and it says it um, it says changing Wi-Fi settings will disconnect all devices. save settings from the router so I click yes your router is applying changes okay My lipstick from comerci or cotero Hello? I guess it's not I'm sorry. [silence]
48:00
Speaker 2
What do you mean?
52:00
Speaker 1
Feeling awesome on the Wi-Fi, okay. Ah, there it is. Oh. Sorry. Okay. Okay. That's worked. Cool. Can I use the app for doing that? Can I you can I go into the app now and clip it up? Yeah. So it says, route's disconnected. I've got options of okay, try it, now, or quick setup. So which should I use? Okay. Will do. Thank you. Thank you very much for your patients.
53:00
Speaker 2
Okay, well, if that's the case, congratulations. You have your new work now. You can go ahead and relocate the child nodes. I'm so sorry. Yeah, you can log in on the app. Just log out first with your old router, and then you log in using router password. Okay, quit get up, sir. And just go back to the login page. Select manage Wi-Fi. No worries, sir. [silence]
54:00
Speaker 1
Um, well, yeah, just to get me started then, because I want to relocate the various devices and connect them. And by the sound of it, the node that has been disconnected, I should just buy a new replacement one and add it on as a child. Yeah. Uh, explain that to me again. Ah, uh, and so I'd have to go through all this again, would I? Ah. Right, okay.
55:00
Speaker 2
Esther, would you like me to assist you in logging in on in the app? Or are you good to go now? Um, I would suggest to buy an upgrade model and uh make it as a main router. If you're going to buy an additional node, you buy the upgrade model and you have to make it as the main router. Yeah, because I believe that this is not, this kind of model that you have is no longer available in the market. So you have to buy the upgraded model. Yeah, you have to do this again if you will have a new router.
55:00
Speaker 1
Right, OK, OK. So, in that case, they're probably all quite old. What's this one? Yeah, the 303 version 2. So, it is the newest. So, basically, I'd have to replace them all by the sound of it and start from the beginning. OK. Understood. Yeah. So, the Linksys app is just saying blank at the moment. It's not doing anything. Shall I say that again? OK, got it. Yeah. OK.
56:00
Speaker 2
Yeah. Okay. Try to uninstall and reinstall the app so you can log in. Okay.
56:00