Speaker 1
uh uh yeah hi um this is uh Ed Lipman um I called earlier and they took down my phone number so that um it would be like easier for you guys to figure out what's the deal
00:00
Speaker 2
Welcome to [silence] 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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, 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. I thank you for calling linksys. My name is Rachel and how may I assist you today? Uh-huh.
00:00
Speaker 1
So can you look up my phone number? Uh, sure. Sure. 630-917-0933. Yeah I know, I understand. Yep, you got it. Uh huh, sure. You got it. Yep, that's me. Oh, yeah. Right. So the issue is that, so we have five nodes, two are older, three are newer. We, um, uh, or actually I think it might be three are older, two are newer. But the point is, it was working just fine.
01:00
Speaker 2
Yes. I may have your phone number, that I can pull up your record here. All right, let me check it here just for a moment. Okay. All right. I've got a record here and I believe I'm speaking to Edward Limpman, right? And your email to verify is edlippman@yahoo.com. I thank you. And how may I assist you with your Linksys device? Uh uh that there are links as mentioned
01:00
Speaker 1
for a number of months and it really is as of about four days ago, it just completely stopped working like no internet connection. Now, I know that my modem is working because it, um, I still get internet on my PC, which is adjacent to it. It's not plugged in to, but it's adjacent to it. So, but what's weird is any other device, phone or otherwise, no, no Wi-Fi works at all. So, I've tried resetting, I've gone through all the steps, unplugged both of them, plugged it back in, you know, waited, uh, put everything next to it, tried to do the diagnostic stuff. Um, but what happens is it doesn't, when I do the app, it does not see the internet. Like, it doesn't recognize there being like anything there, even though I know it works because of course, I can surf the internet on my PC. monitor, I mean on my PC [silence] Um, they're all red now. [silence] Solid red. Solid red. [silence] Uh, let me look. [silence] It is 08049 is the original, correct. I don't really know. [silence] I think that one might be something roughly like.
02:00
Speaker 2
哦, పెరు. I got it. I may know what's the light on top of the main parent node right now. Blinking red or solid red light. I see. It could be that there on setup mode and they need to properly reset and reconfigure using another method. And just to verify the main parent node serial number, is it ending with 08049. All right, thank you. And how long you've been using your linx's nodes for the, like, how many years.
03:00
Speaker 1
Four years old, but the other one, the one that I have bought like two or three of them, those are like new. Those are within the year. And they were fine. Like it was good until it wasn't. Yeah, yeah. I have. I have Usenet on my Usenet on my modem.
04:00
Speaker 2
Okay, got it. Chris? Uh huh. Okay, Chris. Um, here's the thing. We could try reset reconfigure linksys node. And in case we may need to check connection as well, they have a computer that can't connect using an Ethernet cable. Okay, alright. Uh huh. Alright, thank you. And just to set your expectation. And we're going to the warranty and support of linksys node. It's actually already ended and has expired. It used to have uh free free three three years complimentary technical support, but it's already ended. If you wish us to walk you through troubleshoot, reset reconfigure nodes per hour out of warranty at $24.99 USD for one time troubleshoot. And all the details will be provided in the email that will follow. Therefore, I will proceed the steps on how to reset reconfigure linksys nodes. Okay, please hold while I route your call to our backend support for reset reconfigure linksys nodes. Support agent Lisa will be with you in less than 30 seconds. Okay? Bye.
04:00
Speaker 1
yeah, I mean, that's, yeah, I mean, that's fine, I'll pay the support, but aren't I, um, but aren't I within warranty of the other one? but, but it doesn't say that. I mean, right, but it doesn't say that, that, like, you don't get any warranty on your new product. That's kind of shady. I don't, no, I don't have, I don't have the receipts. I can tell you the model number is W H, I'm sorry, hold on. It is WH W 01.
05:00
Speaker 2
Okay, so you're using the WHW03, we, as, the W-HW-003. We actually use it as the one that's like for troubleshooting. [silence] May I know what's the model number and the serial number of your new nodes? [silence] And you still have also the receipt of that? No, [silence] so we can validate for warranty. Uh-uh. [silence] Okay. [silence] Okay, that's the [silence]
05:00
Speaker 1
i i but i broke but i don't them the serial number like that stuff you have like i dictated it already they wrote it down in my account if you just look I went through okay squeeze low. Thank you. Okay, if you're are saying that your one should be the main though, Thank you. Yeah, I know that's fine if that if the if the new ones is up for the
06:00
Speaker 2
[silence] Let me check it here. [silence] Okay, um, only the serial number of the WHW03 recorded here. And the W81, it's uh recommended to use as a child note. So we will start with the main parent node to reset and replace it. [silence] Yes, we'll need to reconnect first the main parent node and since it's out of warranty, then we do have the paid support. let me check here for the I was able, I was able to, let me track it here just for a moment. Okay, cause the uh huh. Okay. I'm sorry, ok. I sorry, I was able to, to get hold of the details here. So I found one of the serial number of your WHW one zero one one though, the dual band and based on our system, it's also out of warranty. You actually got it in 2016. Yes.
06:00
Speaker 1
All right. So let me, uh, let me just go over there. It will take me about a minute to get over there. Didn't take long. All right. So, I am basically just a robot.
08:00
Speaker 2
All right, so. - Um, um. Okay.
08:00
Speaker 1
Quickly next to all the stuff. So what do you want me to do? Ready? Yep. Yep. Goodbye. Yeah, that's fine. Okay. Sure. Uh, Edward Lipman, L I P M A N.
09:00
Speaker 2
All right. So for this one, Edward, so since you're going to proceed with the paid support, right? You opt to have this paid support. Okay, I'll just provide you the the disclaimer. So it's a non-refundable technical support lasting for one hour. If we're able if we determine your device defective and unable to fix the issue, no replacement and no refund will be given. Okay? All right, thank you. And I'm going to stop the recording to avoid getting your card details for the payment processing, just for a second. All right. And to start with, may I have the first name and last name on the card?
09:00
Speaker 1
you got it it's [REDACTED_CARD_NUMBER]it is April 28th 5 5 8 6 0 5 2 1 yep that's fine So it doesn't matter which is the child node or which isn't the child node, like, I thought the nodes had to be, um, like they don't have a the other nodes that I the upgrade the new ones that I bought the three of them they don't have like, oh, I guess one of them, oh, the ideas. So there is an internet port on the new one. all right. Did you want me to try and Okay, well I guess yeah, go ahead. Yeah, yeah, go ahead. Go ahead. Yep. Yep. Yep. Okay, so we're going to.
10:00
Speaker 2
Thank you. All right. Okay, um, be for okay. So I'm already done with the payment processing and the email has been sent. I'm going to resume the recording so that we can start with our troubleshooting for a second. Okay, thank you. All right. And to start with the troubleshooting, let's, um, use one of your, uh, uh, node WHW03 as the main parent node.
11:00
Speaker 1
Take one of the new ones. Okay, so let me just double check. I'm pretty sure cuz they look different, but let me I just gotta get a light. Uh, So, uh, Tell you. Wait, you do not want the zero one. You do. Okay, so hold on. I need to double check this. Uh, um, looking for it says model. All right, hold on. Yeah, all right.
12:00
Speaker 2
Make sure the new one that you have is, model number should be W-H-W-03, not the 01. Mm-hmm. [silence] Yes. [silence] We'll use the 03 at the main parent node. [silence]
12:00
Speaker 1
it seems to me like you're asking me to use one of the older one for that but here hold on uh so let me see uh all right uh okay i got a v2 uh i got one that's w a w o 3 v2 is that the one you want i have one two three four five so if you don't mind me unplugging them i can unplug them i just thought that you wanted me to prep it so uh so the newest type um it's w a w 0
13:00
Speaker 2
Okay, yes. And can we check the other node that you have as well? How many total nodes do you have at the moment near to you right now? Okay, you have five. Okay. Okay. Uh-huh. Okay. Uh-huh.
13:00
Speaker 1
three and that was yeah WHSW 03 B 2 yeah so I got yeah so what do you prefer okay okay so I'm going to use the I'm just going to simply use the other one just because maybe it works better than what I've been dealing with so all right so um all right I'm going to plug it in the same so as far as the configuration goes I'm just trying to figure out where what's what okay using that I'm just trying to figure out what goes where but
15:00
Speaker 2
All right, thank you for all the details. All right, so we'll use-uh pick one of those WH-03V2. Pick one of them, then we'll use it as the main parent node. We will connect it to wire to your modem. Okay.
15:00
Speaker 1
all right well I know the other one was like this so I gotta assume this is like this too on two and plugging that one in right oh hold on it's because it's like that awful bent thing so it's hard to get in all right um it is allegedly plugged in at the moment so should be um a yeah so now it's yeah so that one's plugged in so now it's lit up what do you want do you want me to plug in the other ones or wait okay so right now I mean it has a light um it's but it's not uh
16:00
Speaker 1
You know, it's not like that light. I mean, right now it's like a royal blue. Uh I guess. Uh, trying to figure it out if it's. Problem is is it's so faint. It's hard to tell, which I'm sure's not the intent necessarily, but the reality is, is I can't really tell. Hold on. Yeah, it's going on and off. Yeah, it it is. Yeah, it is. It's going on and off. Okay. Okay, so it's red right now, blinking red, red. Okay, blinking and solid red. I'll try that
17:00
Speaker 2
And is it flashing? Mhm. Okay, no problem. All right, so we'll start resetting it. And for the reset process, you're going to press and hold its reset button. And while you're pressing, observe the light on top. Wait for the light to go off. And once it shows a blue light, release the reset button. So keep pressing until light goes off. Keep pressing still. [silence]
17:00
Speaker 1
red blue is it blue? no it just went off do I hold it in more? okay I just can't tell because the blue is difficult to see you know it's not like the brightest but okay so I'm holding it in do you think that I mean? no now it's not showing oh there it is so now it's blue it's blue I'm going to let go how's that that's cool correct and the modem's like right next to it and like I said I know it's working because I can [silence]
18:00
Speaker 2
Okay, wait. Yes, please wait for blue light. Okay. Uh huh. Is it blue, fanned, blue? Can I realign... Uh... Okay. All right. Yes, please. And then, next, we will wait for it to have a purple solid, pink, purple or pink light solid, so we'll give it one to two minutes. And while waiting, let me verify your internet service provider is Comcast, right? Okay, thank you. Okay.
18:00
Speaker 1
Okay. Okay. right now. it's not doing anything. Yes. Blinking. You know they yeah it's blinking blue, so. There, now it's now it just went pink for whatever red, whatever, but some color that's not that.
19:00
Speaker 2
No problem. We'll use another method in setting up and connecting the main bedroom node to the internet. Okay. Let me know once it shows a solid pink or a purple light. Okay. Still restarting. Okay, that's... All right, that's ready for setting up. So we're going to use the 5-press method. Five-press is you're going to click the reset button for
19:00
Speaker 1
Do that right now? Okay, all right. One, two, three, four, five. Okay, and it's blinking now. And now it's... Yeah, and then it went back to red, but now it's blinking and it's turning white. Um, Okay. So are the other ones, so the smaller nodes, I mean they're new because I just bought them. [ silence ]
20:00
Speaker 2
five times on the main node. The net prone holes just click it five times. Yes, please on the main parent node. that's correct after the five clicks all right so it's now configuring itself so let's give a two to three minutes we'll wait for a solid blue or solid green light.
20:00
Speaker 1
[KEEP_UNCERTAIN] I mean, whatever in that within the year, but you're telling me that's an older technology. So, it's much slower, huh? Okay. Yeah, just turn the color. Oh, no, it just switched. It just switched. Uh, it was blue for a sec and now it's white again. So how much faster is that? How much faster is the new one in case we wanna, you know, upgrade this? Like if it's still drags.
21:00
Speaker 2
Yeah, it's also a Wi-Fi 5 mesh system. The newer one has Wi-Fi 6E and Wi-Fi 7. That's correct. And how's the main parent node? Is it a solid steady? blue? It's still blinking. Uh, okay for Wi-Fi 5, um, it has improved Wi-Fi coverage, up to 3,000 square feet. For this Wi-Fi 5, they have 2,000 square feet of Wi-Fi range.
21:00
Speaker 1
All right. Hey, it just turned red again. Stayed red. Yeah, solid red. Okay, so go the, right. So the Comcast thing. So Comcast has like six plus the cable. Yeah, it has the power. Yeah.
22:00
Speaker 2
Wi-Fi speeds for the newer ones, the Velopro 6E and the seven, via 5 gigahertz, I think you can get up to 1 gig of Wi-Fi speeds if you're subscribed to a 1 gig of internet subscription.
22:00
Speaker 1
Okay. Oh, I did, uh, the port, so there's four ports that are, that have a yellow box around it. So it's on the first one that has the yellow box. Top left. But Okay, so do you want me to move the internet one? Do you want me to put it somewhere else? Okay. Okay. So I'm just going to pull it out and put it on something else. And basically, see what it does. All right. The sound there. It did. Yes, it did.
23:00
Speaker 2
to ethernet port one, LAN two. Okay. And it's on. Let's perform boot up sequence instead. So, boot up. Yes. Let's try the other port on your Comcast box, connect the main parent node. Okay. and let's observe again the light on the main node if it starts flashing. Is it flashing? Blue.
23:00
Speaker 1
Red flashing. Um is it possible that these nodes just go bad? I mean like, uh, we, obviously we haven't moved them. They just kind of stayed still. So it's not like somebody dropped them or something. But like, do they just wear out or something? 25. [silence]
24:00
Speaker 2
the light meaning it's unable to detect connection from the modem but, but let's give it a minute. It might change to a different color. Yes, for some time. By the way, how many devices like estimated total of devices connected to your network before? I think is it 25. That's actually okay. The number of devices should be able to handle this nodes, but sometimes
24:00
Speaker 1
red. Still red. Not blinking, just red. [silence] okay. so I'll unplug it now. [silence] uh, I can, um, okay. so I have a light going on, so maybe I can,
25:00
Speaker 2
months due to some update could be that it ruined the device itself. But we'll further troubleshoot it to try to fix it. No worries. We have other workarounds to try. And right now, is it blinking red still on the main modem parent node? Color red light. We'll perform boot up sequence instead. So we're going to unplug the main parent node from the power source and we're going to unplug the modem from the power source. We'll give them two minutes while being unplugged. All right, thank you. And I'll let you know when to connect back the devices. And while waiting, do you have the model number for your Comcast modem?
25:00
Speaker 1
okay hold on uh all right i'm holding it upside down but um now i'm going to put on glasses so we'll see i can tell you without glasses the answer is no with glasses the answer's maybe um all right so yeah so i i have a sacea mac uh dma n mac mta mac uh network name password uh doesn't say on the bottom that's all that's there uh let's see if there's anything else there's nothing uh maybe it's on the side here uh uh said i think yeah i'm looking it says infinity thing like is it possible i can't tell
26:00
Speaker 2
Yes, okay. Or do you have a like company name?
26:00
Speaker 1
uh x-definitely x b you know what it is i think it's x b 8 dash t and furnished by uh okay so [silence] uh [silence] [silence] so it's definitely.
27:00
Speaker 2
Okay. Uh-huh. Okay. All right, no worries. I'll just take note of it and let me check the timer. Uh-huh. Here goes. Hmm. All right, so we can now plug in back the Comcast modem to the, um, to the power source.
27:00
Speaker 1
just grab, no, although this didn't work before, I was with the other no, so who knows. Yeah, yeah, it only does like a a white light when it's there, like it's a straight white light, but I can tell you when that happens, but the instructions on the app it talks about five lights and that there's no five lights. Yes. Yeah, it does. And it has a button on the back too. Like the pears.
28:00
Speaker 2
Okay. And we will wait for your comcast box to have a steady light. Especially if you have internet or online indicator, let's wait for, for it to have a steady solid light. Okay. Got it. And by the way, does this modem from comcast, does it broadcast its own Wi-Fi signal? Like, does it have a separate Wi-Fi? Okay. Okay. And have you tried connecting to its Wi-Fi and it's working. [silence]
28:00
Speaker 1
Uh, you mean with that alone? I have not. I mean, I could, but I have not. If you want, wanna, yeah, I can certainly try once it's ready. Um, that shouldn't be a problem. But let me just see. All right, not turn flashing green. It's still not there, but it's something. You know, usually it shows the white snacks, but we'll see. [silence]
29:00
Speaker 2
better internet? yes OK no problem mmhmm mmhmm mmhmm OK. all right. mmhmm.
29:00
Speaker 1
There it's light. Okay. Okay hold on. Just push that in. All right, it's in. Uh, okay. Uh, I see a one there she wanted on the one. Oh, I see. Okay, yeah, that's where it was.
30:00
Speaker 2
It's white. All right, thank you. And going, let's now plug in the main parent node to the power source. All right, and just to make sure, going at the back again on the Xfinity box, can we put the main parent node instead to land one, the number one port? I've seen a same, okay. I think there are two ones there. So the one at the number one and then the one at the bottom top and bottom. Make sure it's on the bottom number one.
30:00
Speaker 1
"It was. It was on the bottom number one. Do you want me to keep it there or you want me me to move it. Keep it there. All right. It's there. All right. [silence] Now we're blinking red at the moment. [silence] Oh, you know what? It just got it just got blue. Do you want me to change it anyway? Oh, it just wait. It it switched. It just switched. It went from blue to blue. Now it went blue to blue to It went that light blue that
31:00
Speaker 2
Okay. Keep it there. Yes, please. All right. And let's observe again the light on the main parent node. You'll show a blue light, then blinking blue, then we'll wait for a steady solid blue. So we'll give it two to three minutes. Okay, it's blinking red. Okay. And do you have a spare of Ethernet cable? We're going to isolate it if it's something to do with the cable. it's blinking red. We'll change the cable between the main node and the Cooney. How are we using? Solid blue light. Not yet. Uh huh. Is it packed? Is color red?
31:00
Speaker 1
is good to like a dark blue. But let me look and see if I have another ethernet cable, while you're... Oh, it's just... Um. Yeah. No, you know what? Well, actually, hold on. There's one more solution that I might have.
32:00
Speaker 2
Okay. I got it.
32:00
Speaker 1
no yeah I'm still looking for any cables I don't think I have any him but no it's red again. solid red. No, no, no. Nothing's there. It's all autos. you want me to go to. okay going to four. all right it's connected. all right. blink in red [silence]
33:00
Speaker 2
going back to the main, no, is it steady blue still? steady blue still. What does it mean? uh, Does it mean they go steady? Go steady? It's going through. Is it, it's showing solid red or blinking red. solid red light. Let me just check it here. Can, um, is there a, is there a device connected, going to the Xfinity box? Is there a device connected to number four port? that's not. Okay, we'll try to the main parent node, please, at the fourth port. and let's, again, observe the light on the main node. if there's any changes.
33:00
Speaker 1
Do I need to reset it or leave it alone? Not solid, right. All right, it's solid red. OK. All right. You're saying this may be that I have a bad Ethernet cable. All right, all right, so I have a Wi-Fi going on. And so I'll just try and search for something random.
34:00
Speaker 2
Okay. Leave it alone. solid red level. Give it one to two minutes more. Solid red means it's still offline, but let's give it one to two minutes. Yes, that's one of our isolation to check if something to do with a physical cable. And while waiting for the main node light, can we check on your smartphone if you can see now the Wi-Fi signal coming from your Xfinity and try to connect to it?
34:00
Speaker 1
and it seems to be working. yeah, yeah, it's working. working, working quickly. yeah. correct. you. you got okay. now understand that that was find one that i've, that did not work before. that's the one i use, but i will connect it up. um, okay. so, um, all right. i'm going to. you got okay.
35:00
Speaker 2
can sir jude's phone it's connected to the wi-fi of the Xfinity right and it's connect working fine with internet. okay and going back to the node still oh solid red right this time we're going to change this main parent node we're going to replace it with another WHW0 63 we'll try another node used as a main parent node.
35:00
Speaker 1
hugging all of this. [silence] [silence] all right. And just to remind me, does it matter which one the ethernet goes to which side? Okay. it doesn't okay, so either one. because I have two things are connected. So I'm going to and connect the other one. [silence] and. [silence] all right. [silence] so there.
36:00
Speaker 2
Yes, it doesn't matter since we're still trying to set it up. Can select one of the points here.
36:00
Speaker 1
It's connected again, and then it's blue again. OK. That's fine. So hold on one sec. a little. a little. yeah, hold on. These are getting, hold on. hold on. I just got the one. All right. I'm just gonna just call here. All right.
37:00
Speaker 2
Let's check the light next. Is it blinking blue? All right. So we will reset this new parent, no same reset process. Press and hold its reset button, wait for the light to go off, and once it shows a blue light, release the reset.
37:00
Speaker 1
Okay, so at the moment it is. All right, so I have to reconnect it for the other one. So it's, all right, so it's blue. So now you want me to reset it. Do I, you want me to hold it in for 15 seconds? Is that what you want me to do? You want me to thank you. Okay. Okay, so it's blue, hold on. It's blue now. And it's still blue. It went off. Oh no, okay, I'm just. Okay, it's blinking blue is what it's doing.
38:00
Speaker 1
Okay, it's relief and here we go, holding it. There, it's red. Uh, light there, it's off and then it's blinking red, that's off. Okay, no blue yet. Still no blue. Doesn't like blue very much. This keep on holding. There, it's blue. I'm let it go. Okay. So I let go when it's blue. Yeah. So I let go.
39:00
Speaker 2
Okay, it's blinking blue. You may I release the reset button then. Press and hold it again. Release the reset. Okay. Okay. Keep pressing. Wait for the light to go off. Okay, wait for blue. Keep pressing. Okay. Yes, keep holding. All right. Yeah, please let go. All right, next, let's wait for it to have a solid pink or purple. Okay.
39:00
Speaker 1
Okay. All right. It's still not pink or purple. It's just blue. it's not Yeah go blue blinking hold on one second. Okay go all right, it's read. Yeah. Yeah, that's it. There we go. One, two.
40:00
Speaker 2
more of a pinkish red. OK, we'll, OK, we'll set it up using 5p method again. Click the reset button on the new parent node 5 times.
41:00
Speaker 1
three, four, five. And it's blinking now. Is your in the room? [silence] If that doesn't work, we're assuming then it's our yeah, we got to get a new cable basically. Yeah, the computer. [silence] The computer works, right? Oh, no, it is. No, no, I know that that computer works with the model.
42:00
Speaker 2
All right. Okay. It's responded to the five breaths, so we will wait for it, give it two to three minutes. We'll wait for a solid blue or solid green. Oh, Okay, that's better. Could we try another, could we try another in the other one cable? How about if I unplug the router and leave it plugged in straight into the computer? That's a good idea. Another resort that we can try is you've mentioned you have a computer that can connect using an Ethernet cable, right? We can try using the computer, connect directly to the modem and check if we can get actual active Internet when connecting directly to your modem and also test to see if you get a red light directly connected to your modem. You wanna sorry, just trying this again? Did you hear back from them? Yeah, I did. Can you still hear me? Yeah, I can hear you. Oh, great. Passing on your modem offline. Okay. Let's uh, can I actually look at my modem? Okay, I'm trying a different thing. How can you look at your modem? Yeah, let me check here, give me
42:00
Speaker 1
Well, it's only been and positive. Uh, well no, it's the computer, the computer is using the Wi-Fi of the modem. Uh, right now, I don't know how long it'll last. Right now, it's not, ah, and of course, yeah, it was right color and now it just changed red. Solid red. [silence]
43:00
Speaker 2
Okay. Um, Manu, where did you connect the computer on the modem box? So what port since it has four ports? When you tried to check it before? Okay. Got it. But we will need to check as well the actual port since we're using now two nodes but still showing like unable to connect to the Internet while connected wired to the modem. Uh-huh. Is it blinking red or a solid red light?
43:00
Speaker 1
Okay. Well, we have, it's a, it's a cable that's connected to the Xfinity. Not a, it's a cable that goes to the motor. [silence] Okay,
44:00
Speaker 2
Solid red light, so this. I really need to check the modem's port since we're using already to node. So our goal is to uh, use a computer, turn off its Wi-Fi and then we'll connect it directly using the same ethernet cable into the exchanger box. I mean, yes, but since we're using two nodes already and it's still offline, not showing blue light red light still. Um, other way that we can also check if the ports on the modem is providing active internet is by connecting a computer wired directly to it. And we're going to test if the computer is connected to the modem, if it gets internet. And we will turn off its Wi-Fi
44:00
Speaker 1
That's fine. So how do I do that? Windows, Windows, Windows. Okay, so now I have two, I have two ethernet cables that were connected to the node. Um, there's the one that is going directly to the node and then the other one, um, it is not even clear where it's going other than it was going. Um, I think it, here, I have to double check. Hold on.
45:00
Speaker 2
your computer. Is it running in Windows or Mac OS? All right. So, since we have an Ethernet cable on the new parent node, disconnect it from the parent node and use that Ethernet cable going into your Windows computer. Mm-hmm.
45:00
Speaker 1
Okay. I cannot really tell. I mean. I think it's some type of Internet extender or something that they put in maybe for our alarm system. But okay, so I don't, but I see what time. Yeah. yeah. I'm trying to. No, I know what you're saying. I'm trying to figure out where it's going. I don't see it. There's a very large desk just blocking me from seeing it. I do not know.
46:00
Speaker 2
OK. You are just having two cables into the main parent load, right, two, but one is going into the modem.
46:00
Speaker 1
Yeah, actually, yeah, it is. OK. So I don't know what this does though. I mean, like I'd be unplugging something potentially bad, but um, all right. So what exactly are you hoping for me to do? You want me to disconnect the one and connect it directly to the modem, yeah, and skip here. So let me see. The thing is, I don't It was going to the main parent node. And then there's a second cable that was going into the parent node.
47:00
Speaker 2
Um, How about this? At the back of the modem, there's an ethernet cable, right? Trace that if it's going into the main parent node, if yes, disconnect it and ..., there are two cables connecting into the main part.
47:00
Speaker 1
some expander device. Yeah, I just, yeah, I just, if there, nothing is plugged into the node right now. So you're telling me you want me to leave the one out. And I'm going to connect the other two back to the node. Is that what you're hoping? Like the plug in the, yeah. Right. Right, that's number four. Okay.
48:00
Speaker 2
from the modem and the other one, the second one, is it from the modem as well or a different device?
48:00
Speaker 1
Okay. Bye. Okay. All right. And. Okay. Okay. Yeah, it's that blue thing again. All right. So this other thing, let me try and see what the hell it says on it. Yeah, it's not even, it just says TP-link. I don't know if that helps. Uh, [silence]
49:00
Speaker 2
time into the parent node and let's and we'll wait for the LEDs observe it first oh for the meantime the only connection from the main parent node is the modem alone so no device is connected to it and right now the main parent node is it blinking? blinking okay so we'll give it one to two minutes we'll wait for a solid blue okay they have like another information like a model number so I can search it over here
49:00
Speaker 1
Uh, problems, I can't really read this shit. Um, it may be a, might be a V1000. Again, let me get this class in. Okay. yeah TP-Link AV uh, right now it's, at the moment it's regular, it's the good color.
50:00
Speaker 2
Mhm. Okay. uh, I thank you. That it checklist here. I prefer you go bite ethernet port a power line adapter. So just I will not connect it to the main node. So going back to the main node now is it blinking blue still or not.
50:00
Speaker 1
Yeah, the good blue. now it's quick. no, it's blinking red. blinking red. okay. okay. alright, going back. okay. blinking red. okay,
51:00
Speaker 2
it's blue, correct? all right, so it's steady, solid blue. it blinks red. it's blinking red. Now, going back to the modem's port, since it's connected to number four, let's try and go back to number one, LAN one port to modem. And once again, let's observe the lights. That's one, two minutes change its light.
51:00
Speaker 1
So that other table you're telling me is a basically a power thing for my modem? Yeah, [silence] Right, right, right, right. So but that was connected to the Xinity box. The the main node has always been connected to the Xinity box. It's just that other port was also connected to the main node too. So the main node had two ports connected. So you're telling me move that to the to the modem after we're done?
52:00
Speaker 2
it actually has a gigabit Ethernet port.
52:00
Speaker 1
Okay. So I'm wondering what are those two, you know how there's six ports on this um modem. So there's two that are white and four that are are like Ethernet. Should I, what is that white port for? Is that where I should put this expander thing or? Okay. So you don't know. Okay, I just thought you were familiar with this. I mean I'm not gonna obviously. Yeah. Yeah. Yeah.
53:00
Speaker 2
for the for the TP link home plug, do not connect that anymore, that cable that's coming from it into the main parent node, so do not connect it anymore. The important is the wiring the wired cable should be going to the Xfinity box, not to the home plug of the TP link. I'm not sure with that, since I'm not trained with TP link, but you can you can actually but that TP link is it came with uh Xfinity like bundled with Xfinity devices? Okay, Actually, you can verify to them where to connect that to one of the port of your Xfinity device, since it shouldn't be connected to the main parent node. Alright. And going back to the main parent node, is it blinking flashing red still? I see. So, we're going to try another test. So, this time we're going to connect the computer directly to the modem. And we're just going to use the same Ethernet cable that we're connecting the main parent node to Xfinity. And we will try using your computer to check if it can get internet from the Xfinity box. So, disconnect. [silence] Okay.
53:00
Speaker 1
I'll have you uh, long as you know how, as long as you can tell me how to do that. Fine with me. Okay. Okay. Okay. Okay, all right. So I'm going to put it you're saying on the node, right? And so it's going to be disconnected. Okay, disconnected as of now. Okay. And now what? Hold on, hold on. What are you hold on. Now what? Go ahead. I can't hear you. I've Okay, I've never done this. I don't know where to plug it in. Okay, so let's go. Make sure they're off and then we're gonna plug them into the like the opposite, one on this end, one on that end. And they should be patient for those
55:00
Speaker 1
Yeah, it's Alienware, it's a Dell Alienware, yeah, yeah, uh, yeah, unfortunately, I can't see anything, it's, I'm gonna rotate it, but it's all like in a way that you can't see anything, um, no, I don't see it, um, I'm assuming it's on the bottom, but I don't really know, uh, oh shit, it's falling, uh, I don't, uh, I think I see it, okay, this must be it, okay, I see something, all right, well, see, one, two, three, yep, it went in, so, all right.
56:00
Speaker 2
Can we check on its side panel if we have an ethernet port? computer
56:00
Speaker 1
Network profile type, authentication settings, address with the driver version, uh, it doesn't set a date limit. The meters connection Oh, I see, it says connected. On top it says connected. It says it's connected to the name of the network because I can, uh, Okay, hold on. Manage known networks, random hardware address, hardware properties. Okay, so, I mean, I just hit it again. So you want me,
58:00
Speaker 2
Okay. Okay. Okay. How about this? Let's open command prompt. Okay, the ethernet what's the status of the ethernet. And is there any details that says IP address on that ethernet connection?
58:00
Speaker 1
Where do you want me? Now the ethernet's gone. I don't see anything on the ethernet. Wi-Fi's off. Yeah. Okay. Okay. So CMD yeah. Oh. So you want me to hit CMD return? Enter. Right but do you want me to hit enter? You're not telling me what to do. Okay. All right. So. Umm. No it didn't do anything. No results for CMD so maybe it's the wrong command.
59:00
Speaker 2
Okay. We're going to open a command prompt to to try to the other way to check easy status. So on your Windows search bar at the task bar, type CMD. Charlie Mary Delta. It's a blank screen or black screen command prompt. CMD. Charlie May. And then enter. Yes, please. Is it showing now the command prompt screen?
59:00
Speaker 1
[KEEP_UNCERTAIN] there's a no, well, hold on there's a search bar on the top of the screen there's one on the bottom screen oh, okay, that's not what I okay, so hold on, so then that's different okay, so that's his command prompt system you want me to and it's just all right okay, there now it's your all right, so now it looks like I made dog IFCIC and then IP config space and then return.
60:00
Speaker 2
Okay. And... C-M-D Try- Mary Delta. the one at the bottom of the screen, the Windows search bar. Yes. Open it. All right. On the command prompt screen, type there ipconfig /all
60:00
Speaker 1
Okay, it did stop. It says media state, wireless plan. Media state disconnected. Connection specific uh description MAC address, whatever. Wireless land adapter, media disconnected. Media stayed disconnected for ether net adapter. It's disconnected. Well, I guess I can use the one that I. Just unplugged. Let me just see. Let me just see. Uh, I'll just unplug it and see if this works.
61:00
Speaker 2
Hit enter on your keyboard. Okay. Okay, and let's... Okay, so it's actually showing a disconnected status. So we will we we may need to try a different port, I mean, different cable, since we're already showing no connection both of your two nodes and the computer right now. So, can we check if you have spare of ethernet cable? Uh huh. Yes please. [ silence] Yeah. Are there any configuration? Click on add button over here. No, Not so well. Fm. Okay. Drag it. Perfect. If you want to edit it, just double click on the field. This is the review mode. You will not be able to edit. Okay, so let's add one more field here.
61:00
Speaker 1
Okay, uh, shit. Gonna be, it's of course, the table's a mess, because why wouldn't it be? Let's put it on. Alright got it on. Okay fine. Do you want me to do the same thing, but this time, put it, uh, use the other one? Alright, so I'm gonna disconnect, see. I'm gonna disconnect everything from that and you're back in your one. I'm putting this over here and I'll see. Yeah, I just have the same port. So now I'm directly modem to uh, to, um the computer. Yeah. So now, do I have to repeat the command, or what do I do?
62:00
Speaker 2
Okay. Do you have the same port? Okay. Computer. All right. So we're going to... Yes, we'll do.
62:00
Speaker 1
Okay, so I have to do commands, so C O M D, return, or headset. Now, you want, wait, then IP config space, and then forward slash A L L. All right, media is connected. Does media disconnected? Yeah. [silence] Okay, so I have to do commands, so C O M D, return, or headset. Now, you want, wait, then IP config space, and then forward slash A L L. All right, media is connected. Does media disconnected? Yeah. [silence] Okay.
63:00
Speaker 2
The same command on the command prompt the ip config space all, and we'll check the status of the LAN port. Yes. [silence] [silence] [silence] [silence] PASE power/slash. Yes. No [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] LAN1 to LAN2. Connect your computer to different LAN port.
63:00
Speaker 1
All right. And how long does it take to boot up? Yeah. Just, like, go. And now we're going to need to wait a little bit. Okay, hold on. Network up. Configure. Connect. Yes. Sorry.
64:00
Speaker 2
We're going to do the same IP config on the computer on the command prompt. IP con. IP con, just to make sure IPconfig space forward slash all. And it's the same. It's disconnected. Um can we open another uh, like, uh web browser on your computer?
64:00
Speaker 1
All right. All right, so what do you want me to tell under Google Chrome? What do you want me to try to search? all speed test.net. That can't be reached. Okay. So, hold on. So, I go to Step rule. Okay. Yeah. So, I got that. [silence]
65:00
Speaker 2
then try searching Web site of speedtest.net. Yes, search Web site of speedtest.net. can we try connecting back the computer to the Wi-Fi of your Xfinity turn on its Wi-Fi, then we connect to the Xfinity Wi-Fi Network and Internet then Wi-Fi.
65:00
Speaker 1
and then so it's all speed or speed test speed test dot and yes there is it's just great.
66:00
Speaker 2
reconnected back then let's try again the speed test.txt. It works right and going back to the port of your Xfinity device is. Are blinking green, solid green lights? Let's check since it connected, OK. And here's the thing where we already use three devices connected hard wired to the modem. It's something to do with the port. It's not detecting the cable nor the device connected, so it's already changed garment try one of those ports and all the device connected directly to the modem will not go online.
66:00
Speaker 1
Got it. Okay. All right. So I will I will talk to them. All right. Thank you. No, just I just need to talk to expanity. Thank you. Yeah. You too. Bye bye.
67:00
Speaker 2
It's something to do with the port of the modem. Wi-Fi is working, it's broadcasting its signal, but the port not giving internet. So my next recommendation for this is to check with affinity the port on the modem. Mm-hmm. Yes. You're most welcome and anything else, other questions and clarification with your Linksys device? You're most welcome and think if it problems. Have a wonderful night.
67:00