Speaker 1
it'll come from. Jerry. Oh, I can take it out. Yeah, I'm having issues with my router or my mesh system. It's not connecting back to the internet.
00:00
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 dot, Linksys dot com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid suppressed. 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. It's gonna have the serial number, it's on the sticker underneath.
00:00
Speaker 1
Yep. Yep. Jeremiah. J E R E, M I A H. Ah, a divine. dot a, dot. dot, dot. dot V-I-N-E. at gmail.com. It's weird that it's not registered. Jeremiah. The divine.
02:00
Speaker 2
Okay. What I have here is 59 Alpha 10 Mary 2 Alpha David 06468. Am I right? Okay. And when I check it here in our system, it shows here that the model number of your device is the MBE 7000, and it's not registered yet. Can I have your email address? What's your first name and last name? What I mean is, just your nurse system, it's not yet registered. Like, you don't have an existing ticket. So I'll create one for you, so that if ever you'll call us.
02:00
Speaker 1
okay. eh it is is quantum fiber yeah quantum fiber yeah um I it is blue solid blue we're trying I had to reset it because it wasn't recognizing anything they they're they're pulling cable on the soft stitch it basically goose things up and I tried to reset it and this no not working so yeah okay
03:00
Speaker 2
back in the future, we will know what was your previous concern if it's habitual or for us to have like something to pull up into our, and who's your internet service provider? Constant fiber. Speaker Constant Fiber. Okay. And you said that there's no internet connection, the main node there is it solid red right now? Speaker Yeah. What's the color on top? Speaker It. Speaker Constant Fiber. Speaker It's okay. Got it. Speaker Constant Fiber. Speaker Okay. Speaker Carlos Green. Actual Carlos Green. Green means it's ready to be set up. It's on set up mode right now. Because of that, uh,
03:00
Speaker 1
Um, so before we do that, um, it won't. It's not saying that the internet's hooked up when I, when I do the setup. Is it extenters cuz before you guys wouldn't have me put the extenders on until we got the the main one hooked up. Are you guys not doing it that way anymore? Okay. Okay.
04:00
Speaker 1
That's the big button on the bottom. Okay. Okay. It's still all blue, OK. No, I just pressed the setup button and it's not doing anything. Okay.
05:00
Speaker 2
start release and out the the pay button once press it and a release fine a not blinking at all OK can you press again two seconds a this time before it is on press and then one two
05:00
Speaker 1
There it goes. [silence] All right, now it's a pink. Just all had pink. Yeah. Yeah. And I, when I look on my networks, it shows that, that router there, as a network, but, it's not, I don't have it paired to it. Um, but I see the view set up 922 in my networks. Correct. Yeah.
06:00
Speaker 2
Um, the serial number you provided to me earlier, it belongs to this node, right? Mhm. Uh, the one that we... OK. [incoherent speech] Uh, when you're connected to it, it shows offline. OK. OK. And right now the main node stays red, right? Not red, right? It's not flashing anymore, it's just staying red. So, I need you to switch that one. Study check, red, right? Mhm. The main node, steady red. OK. Switch it off using the switch underneath the main node.
07:00
Speaker 1
You want me to turn off? Okay. So turn it off, and then turn him back on. Okay. Do you want me to disconnect the Ethernet cable? Mhm.
08:00
Speaker 2
and after. I need you to not, no, don't turn it on yet. Just leave it off and then do the same thing to the modem. Unplug it from the power outlet. I will let you know when to turn it back on. Yes. So you can turn back on now, just your modem.
08:00
Speaker 1
Okay, it's pink again. Hey there. It's, it's pink. It's pink. Uh, you [silence] [silence]
10:00
Speaker 2
Mhm. Yeah, we need to wait until that modem is boot up completely before you turn on Linksys. The modem should be your... [silence]
10:00
Speaker 1
[silence] it's supposed to go from pink to white now? [silence] No. It's yeah, it's not blinking. It's pink. That's what I was saying. It's pink. Still pink.
11:00
Speaker 2
You boot it? First. solid white. So from the modem to the internet port on the Linksys main. I mean extender. And right now. what's the color of the the main node? Is it still blinking? Did you just turn it on? [silence] What's the light status now? Still red on top.
11:00
Speaker 1
Yeah. Yeah, it still shows V lobe setup 922 but I don't have the Wi-Fi. I don't have Wi-Fi or the I don't have the cat cables plugged into it. Am I supposed to have that plugged into it?
12:00
Speaker 2
All right. All right did not change at all. Still study red on top. Okay. It's passed already the threshold time. Check again your Wi-Fi list if it can detect links no internet. Oh it should [silence]
12:00
Speaker 1
Oh, okay. Well, I can plug it in now. I, I, you told me to just turn the power on, so I, that's what I did. No. I, I disconnected it 'cause you told me to, you said just to have it powered. Yeah. So, do I need to plug it now? Okay. Yeah.
13:00
Speaker 2
Be plugin right above the power plug labeled internet. [silence] But earlier was it already connected when we started? Was it connected earlier? Oh okay. Yeah, just your power cord, not there. [silence] Right above the power plug. [silence] And is it blinking this time?
13:00
Speaker 1
No, it's still pink. Yeah, it's red. uh, tap this mottle joint. Uh,
14:00
Speaker 2
[ Silence ] It should not have a solid pink light. It should have at least uh red light, but probably it's near to pink, um, the color that you can see there. Can you try to, uh huh. Okay. I tried to uh, do you have a computer that can be hardwired, Jeremiah, for us to check the physical connection as well? We were going to do MAC clone that will help to uh, for your internet to work again. Do they have a computer that can be hardwired? Yeah. We need to get it's MAC address and we will enable it to links us [ Silence ]
14:00
Speaker 2
I see. Just this one then. But uh just to verify, you already called your internet service, just to verify if their internet is working. Mhm. Okay. Because the reason why we need to have a computer that can be hardwired for us to do a Mac clone. Um since you don't have uh that, I mean, you don't have a computer that can be hardwired for the meantime. How about an iPad or any device aside from phone 'cause we will gonna log in to the router settings this time. Uh phone browser, you need to convert that one into desktop view then. Is this an iPhone? [silence]
15:00
Speaker 1
Yeah, uh, I see the B-Lobe setup. Is that the one you're talking about? Okay. Yeah, okay. Um, where do you, where are you, what's the website that I need to go to?
16:00
Speaker 2
okay so go to the settings first of your iPhone go to Wi-Fi and connect it to Linksys setup wi-fi, Linksys mm-hm that one and the pass rate is on the sticker underneath your Node. Once you're connected you need to tab the eye icon. You will see the IP address. Check if it's 192.168.1.1. [silence]
16:00
Speaker 1
It's saying Safari cannot open the page because the server can't be found. Um, you're talking about the Mac address. Oh, you mean the password.
17:00
Speaker 2
uh check first. what's the IP address of your links? when you tap the eye icon right beside the WIFI name velop setup. tell me what's the IP address. WIFI address. not the mac address but the routers IP address. when you tap the eye icon, that's one of the information that will be displayed. under velop setup WIFI name.
17:00
Speaker 1
Okay. Oh, okay. Um, the IP address is one nine two dot 168 dot one dot two four six, two four six. Yeah, it doesn't like that. [silence]
18:00
Speaker 2
Not the password. If you go to the settings of your phone and then Wi-Fi, you'll see there a little eye icon right beside the WELPS setup name. Uh-huh. Uh-huh. Okay, so open a browser and then on your address bar, make sure to type in only 192.168.1.1. Not that's your first. Just 192.168.1.1. if the website cannot be reached. Um, can you please confirm what is the [silence] of the Wi-Fi setup name? Um, [silence] is it WELPS? [silence] WELPS. [silence] We have [silence] never used [silence] Internet on [silence] smartphones pal, that's also a major issue [silence] most of the [silence] people in this set up are only basic [silence] feature of phone users. [silence] my phone's with Ji. [silence] they also using [silence] 2G 3G right now. [silence] let's clear the doubt pal. [silence]
18:00
Speaker 1
Yeah, I didn't like that. It started it but then it just quit. Then it says so far I can't open. [silence] Yeah. I didn't like that. It started it but then it just quit. Then it says so far I can't open.
19:00
Speaker 2
Can you add HTTPS?
19:00
Speaker 1
Okay. So this connection is not private, but do I just hit show details? Okay. It's weird because. [silence]
20:00
Speaker 2
so erase everything in there and then just access my router dot info, all one word, small letters, my router dot info, okay, tap on advanced, yeah, show details and then proceed to or visit this website.
20:00
Speaker 1
I hit visit with this website and it's not letting me go through. Yeah, just saying it's just saying this connection is not private and it says visit this website, you can click on that thing and I click on it and it won't open. No. Until the light goes off.
21:00
Speaker 2
It's like it's being stuck. stuck on a hmm got it. It's not pulling up anything. Um, press and hold the re set button on your Linksys device until the light goes off on top. Let go, after hmm press and hold. Yes, on top mm.
21:00
Speaker 1
yeah yes it does
22:00
Speaker 2
Okay, how was that? Is it blinking blue? Is it blinking blue right now? Okay, we'll just wait for it to have a steady blue light. And your modem, by the way, does it have more than one port on your modem? How many in total?
22:00
Speaker 1
It has a total of four extra ports. Oh, are you talking about my my other, yeah, no, my modem. Yes, it has an extra. It has an extra port. That's correct. No, it's just one extra port. I thought you were asking about my wireless and system, but my modem only got two ports. You want me to do that now even though the lights all blue? [silence] Okay. Is there anything missing or I can add?
23:00
Speaker 2
Is it total of two? Is it a gateway modem? Like it can also broadcast its own Wi-Fi? So, is it also for extra ports? Okay, transfer the ethernet cable to the other port of your modem your internet service. Yes, you can transfer.
23:00
Speaker 1
Uhm well, can we try this first? 'cause it's kind of yeah my modem isn't in the same area, can we try it this way and see what happens? Do I need to go to my router.info or which where am I going? Oh the sons okay. Okay, I'm on there.
24:00
Speaker 2
We just reset the modem. Check your phone, see if the status will be still no internet. Connected to develop setup. If it does not show anything, let me know. If it's showing connected like that. Not yet. You need to go to the settings of your phone, Wi-Fi. Okay. Once you're connected, check again the IP address if it's still 192.
24:00
Speaker 1
I was thinking about it. Uh, uh, I did the router or the IP address.
25:00
Speaker 2
if it's the same thing how is it it's not working okay uh did you use 1 9 2.168 or the my router.info
25:00
Speaker 1
s not liking that. Yeah. Yeah, still showing on the node that there's no internet connection.
26:00
Speaker 2
okay, trym myrouter.info, okay, but your phone is already connected back to the valve, setup name, underneath, Wi-Fi settings, what was the status, uh, Jerry, was it showing no internet? Deal? Okay, now this time you need to try the other port on your modem. The second port,
26:00
Speaker 1
I don't know why I'll send this when it's not working.
27:00
Speaker 2
Exactly. when by design this node should automatically detect the internet. That's why I'm really wanting to check if they're sending the signal their area probably this modem is not recognizing it but we don't know yet since we don't have a device that can be hardwired directly to it. Is it already transferred to the second port? Mm-hmm.
27:00
Speaker 1
Because, I mean, I look at my status firm the modem, and it's showing green, so it's active, it's not there is anything weird showing on a modem. So, I know it's not a modem. What's that?
28:00
Speaker 2
okay yeah by it's led indicator how about the ports does it have also leds on the port on our links there is so if you already plug the port led status if there's any green or yellow light on
28:00
Speaker 1
No, it's, it's blue. Blue. Yes. Yes. Yeah I can yeah I did, yes yes. I read set the buying five times.
29:00
Speaker 2
modem ports status, port LED, okay, which indicates that there's a physical, uh, I mean, there's Ethernet cable plug into it, right? That's what the LED, okay. Now, did you transfer already the Ethernet cable to the second port? Right. Thank you. And the LED indicator on your Linksys. Is it flashing or steady blue? Okay. You can now press the reset button five times on the Linksys device. Press release, press release, press release five times. Yes, the reset button five times. [silence] The node will start to blink.
29:00
Speaker 1
All right right now fingers crossed [silence] [silence]
31:00
Speaker 2
We're expecting to see a steady white light after three minutes. And just to, um, let you know in advance, uh, Jeremiah, for us to, like, deem the device effective or for it to be replaced we really need to have a computer that can be hardwired. Is last troubleshooting step for this no internet connection problem. The Mac clone. What it does is once the computer is hardwired to the modem and it can go online, we will copy the Mac address of the computer by that time, then we will, gonna enable it to our link sys so that your modem will think that it's still the computer that is wired to it. It will then recognize the internet.
31:00
Speaker 1
Okay. Uh. It is. White. Uh, uh, it's white. It looks like that... it looks like the internet... somehow, it will see. This is weird. It shows... it shows that I'm connected to a Wi-Fi right now.
32:00
Speaker 2
That's the last troubleshooting. So far, is it still flashing red? Then nine, eight, seven, six, five, four, three, two, one. Is it still staying white? Or back to red? Oh, that's good. It's beyond 10 seconds. So, you can check if it's active. Yeah. So, if it's active already.
32:00
Speaker 2
you can try to visit any sites now just to make sure. ... ... your, the, yeah, exactly. It should be well-equipped setup. Your Wi-Fi for the meantime, since it's back to default. ... Okay. So, for now, if you want to
33:00
Speaker 1
[silence] for do we want it nothing hardwired to it [silence] or do we want it hardwired
34:00
Speaker 2
[KEEP_UNCERTAIN] to change that, we can do it later once the child nodes are added. So just to confirm, uh the internet is working on your phone now. It's online. Okay. So you can gather those two extenders and we can add it all at once as long as it's all plug in within five feet from this main node. Once it's connected, we can relocate it back after. You have to just power it on. That's it. Power it on within five feet.
34:00
Speaker 1
I don't understand why it does this sometimes like I haven't done this in a while, but this is always a nightmare to get this thing back up and running. I got the other one plugged in. Did you want me to do both at the same time or are we doing one at a time? [silence]
35:00
Speaker 2
All right. Okay. So just one. You can only power on one for now. both. It will be nice if both will be powered on. That only means we can make the two nodes online at the same time. If we have enough power outlet.
35:00
Speaker 1
to reset both of them? Do I hold the reset button until it clears out the.
38:00
Speaker 2
Once both extenders are right there, we need to reset each by pressing and holding the reset button until the lights turn off on top. Yeah, the two extenders need to be reset. You can do it one at a time. yes you need to press and hold
38:00
Speaker 1
[ silence ] It's solid blue right now. [ silence ] press the main node five times.
40:00
Speaker 2
Okay, go to the main node and press the reset button five times. And press go, then press go. Yes, uh including just the main node five times and the extenders will start.
40:00
Speaker 1
Well, do you want me to do, do you want me to reset the other one cause it's blinking pink. I only did one right now. So do you want me to do the other one now too?
41:00
Speaker 2
How was this? Is it flashing right now?
42:00
Speaker 1
They're both connected or I see them on my network. Let me... So if the light's blue, I need to still, I need to hit the reset five times. Okay. Oh. I can't describe. how come it shows under the network? Um, why did they show the V-lops set up for the two nodes on the network, but they're... The light is... Oh, there it goes. Okay. No. Okay. Yeah, the other extenders are flashing white right now. Yeah. [silence]
43:00
Speaker 2
uh-huh. That's their default name since it's reset back to default settings including the WiFi name. If it's already white, that means it's connected. How about the other extender? White as well.
44:00
Speaker 1
Yeah, they're blinking. Well, they're the sister knows they're blinking white so far right now. Yes.
45:00
Speaker 2
So far, none is blinking, just steady white. Okay. [silence] [silence] You can relogging into the router settings. [silence] [silence] Using, um, if you are already in the dashboard dashboard showing bridge mode, you still have, uh, you have that page, I mean, right now, the two extenders are already white, right? On top. Okay. So, yup, uh, you, we can verify if it's really connected. Do you want to change the name?
45:00
Speaker 1
no, I want to change everything. Um, if I, if I have a, if I already set up an account, do I just plug in my account, my information from the beginning? Okay. So what do I do to get into my account? Do I got a router password or?
46:00
Speaker 2
<start_of_audio> [silence]
46:00
Speaker 1
um, okay, uh, okay, so what do I put in for past my wi-fi password is it going to be the bottom of what's on my, harder than that, uh, okay. [silence]
47:00
Speaker 2
That's the one, and a sticker underneath the M&E node.
47:00
Speaker 1
[silence]This dumb app. [silence]It's like I'm not even done typing my password and it keeps acting like I've already hit submit. [silence]Yeah, but it's it's. [silence]When I'm
48:00
Speaker 2
I just let me know. you're already on the login page asking for router password if there is
48:00
Speaker 1
When I'm typing it in, it, it's not letting me finish the password. I'm doing says we've updated our password requirements to keep your account secure. Please look right here.
49:00
Speaker 2
Did you try admin all small letters? Okay, perfect. So there, create your own password. That's not yet for Wi-Fi, that's for login password. [silence] So you can now change the name right there under Wi-Fi settings, uh, Wi-Fi settings, you can change the name and password. One. [silence] Two. [silence] Listen up. [silence] But...
49:00
Speaker 1
[ silence ] All right, looks like that worked. [ silence ] Did I what? Yeah. Yeah. [ silence ] Try to do what? Yeah. Yeah. I'm good. [ silence ]
51:00
Speaker 2
okay did you hit apply already you already changed the wi-fi name okay try to connect after using your new passphrase reconnect to the wi-fi once you already stop and apply did you you hit save or apply
51:00
Speaker 1
Yeah, that's what I'd try to do. I'd put divine home and then I'd put the same password as it was before. Okay. That was pretty crazy. How do I order another node? Yeah.
52:00
Speaker 2
Okay. You can then check your Wi-Fi, Jersey. If you created the same name and password, your device should be able to auto connect to Wi-Fi. Okay. If you can connect without typing the password, you can then relocate the nodes, the extender is, they are already connected. For the exact model number, I'm not sure if it's already, if it's still in stock in your country, in your location. Last time I checked it. Was the Wi-Fi device successfully connected to the network? What steps were taken to troubleshoot the connectivity issue? What is the status of the model number in the country?
52:00
Speaker 1
it has it. there you go. you guys don't have the 7300 anymore.
53:00
Speaker 2
The MBE 7000 is already out of stock. The only one available is the comparable unit, which is MX6200. You can order it in the Amazon website, MX6200. From our end, we don't sell routers anymore. It's all on our resellers.
53:00