Speaker 1
My name is David Hetstrom and I'm my my route I I had some issues with my internet and and uh they came out and fixed the internet but now I can't get my my
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, 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. Hi, thank you for calling Linksys. This is Joy. How can I help you today? [silence] Okay. I have the serial number of your device, please. SI//And who is your internet service provider? Let me verify again the serial number. 38 you. One 0 m 4 3.
00:00
Speaker 1
Hang on one second. Kay. Ready. No, I'm sorry. Uh it's it's uh 3-8-u-1-o-m-5-8-a-b-e-03791. Pardon me.
02:00
Speaker 2
All right, so 38 u 1 0 m for birdie, 5 8 b for Bravo, 0 3 7 9 1. How many Linux nodes do you have in total? Should we start this thing as I just work to get started?
02:00
Speaker 1
I have, I have the, the main one, the main one in, in two notes. David Hadstrom. H-E-D-S-T-R-O-M. D-J H-E-D-S-T-R-O-M at aol.com. Correct. It's blue. It's blue. I'll tell you, I, I
03:00
Speaker 2
how many links these nodes do you have in total for the system [silence] have your first and last name please [silence] David [silence] David [silence] how do you spell your last name [5 seconds] and lastly your email address [4 seconds] David [silence] David@aol.com [silence] okay [silence] so right now what is the light of your main node [4 seconds] David [silence] solid blue
03:00
Speaker 1
tried to do this last night and I went through the setup as if it was brand new. I tried to go back to the beginning and and I went through but when it got to the spot where the nodes were connecting and you're supposed to wait the light stop blink one of the nodes immediately stopped blinking and the other node no matter how many times I unplugged and replugged and rebooted it would it would reach the blinking spot but it would not it would not go to the solid spot so what I did is I I connected the one node that was worked that that did connect and so it's also blue and they both have solid blue light and then the third the extra node is it's just unplugged and where I'm trying to connect my TV to the node that is working it's it's a solid blue light and and it shows the it shows the router but it won't log in it won't it says I have no wi-fi on the TV I don't know I don't know they asked me last night about a password somewhere in this process and and I don't know if I changed it or not I don't know if I used it
04:00
Speaker 2
on your Tele8s app or on your phone
05:00
Speaker 1
go ahead go ahead Yeah Yeah, the bell of set up 43 b that's showing up on the TV and I'm selected and I hit and I hit the connect button because it had already had a password and it wouldn't and it wouldn't connect. So then I tried this other password that I thought I might have changed it to last night, but I think that's the router that might have been that was the router password, I think. I don't know. Yeah, I I was getting a a message on on my app on the Link app that was saying to put some code in because it was not connecting to the router. I had to put this code in, but I had I could not figure out where to put that code in. It gave me like a [silence]
06:00
Speaker 2
can you still see the default network name on the Wi-Fi list the develop setup
06:00
Speaker 1
Oh [silence] right now, right now, it looks like [silence] actually, it actually just got better while we were talking. So it's showing on my phone that I have full internet now. And then it's also I I connected to this router, I mean, to this um, link+ system. I have a a phone booster, an I a uh a cell phone booster.
07:00
Speaker 2
Can you go back to your linksys App, and then log in again, let me know what options do you have there. But have you tried to check your phone, if the internet is working fine when you connect to the router's network. Okay thank you Hmmh Yeah, I am
07:00
Speaker 1
And that's just powered up. That's just connected up. So I, you want me to go back and test the TV again? I don't know if you did something there or not but all of a sudden I'm still gonna at this point where I'm at can I add another node without restarting everything? You there. Hello. Okay good.
08:00
Speaker 2
Okey. yeah, try to touch your TV or reconnect your TV again. ah, no, we haven't done anything in our end. Just giving you some instructions. yeah, you can still add the other node. Just plug it back in right next to the main node or at least two to three feet apart from it. Yes, sir, I'm here. Yep.
08:00
Speaker 1
Oh My! Oh My! I think I took the remote out in to the other room. Sorry. Give me a moment. Okay.
09:00
Speaker 2
[silence] 1 okay, let me just give me a minute I'll be right back. All right? [silence] Hello, sir. I, uh, you already connected your television? Uh,
09:00
Speaker 1
I plug the other node in, and it went straight to blue. Oop. No, it just went straight to solid blue. Okay. I apologize. I'm going back and forth across the house. Okay. You can teach me how to do that in a minute. Um, I'm going to see if I can connect that to the work on the TV. Okay. Um
11:00
Speaker 2
Yeah. Did it, did, like, did it went to blinking blue before it went to solid blue? [silence] Um, just give it a minute, let me know if it will change or not. [silence] That's all right, sir. [silence] You can also try to check your Laskets app to verify if the app will recognize all of your nodes, if they're active or not. [silence] Okay.
11:00
Speaker 1
Maybe you're just gonna be my good luck charm. No, it says unable to connect to wireless network. It says verify. Let me check. I'm gonna ask the dumb question. The password should be the same as the password I'm using for my phone, correct? Okay, just wanted to make sure. Okay.
12:00
Speaker 2
Did you like input the correct password? Yes, sir. You only have one password for you to disconnect all of your devices.
12:00
Speaker 1
Okay, I put the password back in again. Because it doesn't show on the TV what I'm typing. So, no, same thing. This is the third or fourth or fifth time I did it. So it's still there. Okay. So I need to go back to settings and find the network and clear it. Hang on.
14:00
Speaker 2
Okay. Can you try to like delete that network on your TV or forget that network and then reconnect again?
14:00
Speaker 1
hush darn it so I can go back TV is a Roku I'm gonna go to home I'm on the home let me go to settings network set up a connection wireless [silence] looking for networks okay there's the networks should I should I put scan again to see all networks
15:00
Speaker 2
What brand do you uhponente i what is the brand of your TV i don't know one
15:00
Speaker 1
[silence] How do I forget it? I've seen this button, forget network. But as soon as when as I click on this one, it goes right to the login screen. [silence] Yeah. [silence] When I do what? Say that again. [silence] Yup. Okay. Oh man, I didn't get that either. I apologize. Could you say that again? [silence] Okay. [silence]
16:00
Speaker 2
Um, me too. the login screen on your TV. When you try to click on it on that specific network, does it give you some options or no? When you select that network, or you can also go to Settings, System and advanced system settings to reset your network connections. You go to Settings and then system.
16:00
Speaker 1
Settings and its network. You want me to go to what? There's some - I see system. All four settings, advance system settings, USB setting. Okay, network connection reset. Okay. Okay, it reset - it's resetting. Coming back up again. Now go - now go like I normally go. Go to home. [silence]
17:00
Speaker 2
Uh, you go to settings and then system, can you see system? Yeah, and then Advanced system settings. Yes, and then select network connection reset. Yeah, and then reset. OK, so, yeah, and then go to your stills again, network and then set up your connection again. [silence]
17:00
Speaker 1
It's rebooting. Coming up. Coming up. Go back to settings. Network. Setup connection. Wireless. Scanning for networks. Okay. There's Velo, so start again with Velo, right? Right? And then I'm going to empty the, I'm going to put the password in again. connecting buddy yeah see what happened nope unable to connect the wireless network I yeah I triple checked I triple checked it because I have it on my cell phone you know it shows on my cell phone and so I did it I did it I I've I've redone it like four times and then I just did it again assuming
18:00
Speaker 2
Can you try to double check your password on your link?
19:00
Speaker 1
Whatever I did last night at 10:00 last night, when I was half awake, I didn't change something. Is it possible I changed my - within the Linksys um setup program, is it possible I changed my router password? Okay, so go go to the Linksys app. Hang on. Okay, it says ready to complete setup. Okay. Okay. And quit setup.
20:00
Speaker 2
Yeah, that's why you need to check it on your router. I mean on your link is app itself. You check the Wi-Fi settings there to make sure. Um. Just choose. I don't want to continue set up.
20:00
Speaker 1
Now I'm going to manage my Wi-Fi or set up new Wi-Fi. Okay. This is going to be my router. This is my router login. Okay, that's where I was wrong. Go to your phone settings and tap on Wi-Fi. Select Wi-Fi. from the list connected. It is. It is with this password I keep putting in. because the phone will show me the password too. So, you know, I've been to settings, I can go again. [silence]
21:00
Speaker 2
Yes, manage your Wi-Fi and then log in. Yeah, you choose the router password option, not the email and password. Is your phone connected to Velop or not right now? Yeah.
21:00
Speaker 1
Settings Wi-Fi. There's Velop. There's the information. And here's my - and I clicked on my password. And it's showing my password to me now. And that's the one I'm putting in the TV. Uh, yeah. I can try it on a different TV. Now, now what I've done, let me tell you what's happening. I've gone across the house. And I'm near - I'm near the the mode, the node. I'm like 20 feet from the node. And now I'm showing no Wi-Fi. So when I'm near [silence]
22:00
Speaker 2
Do you have other devices that you can try to connect to the network? [silence] Yeah, just to make sure or isolate the issue if there's something wrong with that specific TV or the network itself.
22:00
Speaker 1
the main one, I was getting, all the bars, but at, at the moment, now, now, now I'm showing four bars. Now it's back to LTE again. look. Solid blue on the node, but I'm, but I'm standing right next to it, and I'm not getting any any Wi-Fi is. The, the whole system? Like, like it's brand new
23:00
Speaker 2
But the child notes are still solid blue, right? Yes, sir. Your welcomeamtill we're going to. Thanks. Just the. Thanks for watching. Thanks. You know, you plug in all three, then you can, since the main node and the other child node is solid blue, you can reset them first while waiting for the other nodes to reboot.
23:00
Speaker 1
okay chris okay so everything's plugged back in okay so the the main one is blinking blue uh one of the nodes is blinking blue the other one's blinking red
27:00
Speaker 2
Okay, what's the light of the nodes right now? Okay, you can start the
27:00
Speaker 1
Actually they're both I think red. All three? Just the nose. Just the nose. Okay. Okay, the light went out. I can let go now. Okay. That's one.
28:00
Speaker 2
JJIC to reset the one that is blinking red, just press and hold the reset button until the light will turn off, then release. Do the same thing for all of them. Yes. Once they turn blinking red. Yeah, just these nodes and including the parent node. So, all of the nodes.
28:00
Speaker 1
two that's two now I'll do the parent okay that's all three
29:00
Speaker 2
Say. All right. So let's just wait for the light to turn. All right.
29:00
Speaker 1
Okay, the nodes, the nodes are both blinking blue. The parent, uh- also is the parent. Okay? So, one of, one of the nodes turned pink. Aye? You know my, oh yeah, nevermind. That makes sense. It's rebooting.
30:00
Speaker 2
I do like purple or hot pink. Okay, okay. They're still trying to boot up. Okay, that's good. Let's just wait for the other.
30:00
Speaker 1
What's your name? Thank you, Joy. I appreciate your help. Okay, I got three pinks. It's tough to press. Gotcha. [silence]
31:00
Speaker 2
Joy, my name is joy. You're welcome, sir. Okay, that's good. So, for you to set up easily, you go to your parent node. You press the reset button of the parent node five times. One press every second. Yeah, press release, press release, like that, five times.
31:00
Speaker 1
1, 2, 3, 4, 5.
32:00
Speaker 2
Okay, that's good. So let's just give them a minute and if the other two nodes will start to blink, then we'll try to connect to their network.
32:00
Speaker 1
They're about four or five feet apart. That's okay, right? still solid green OK. Where are you, Joy? What country? Are you here in America? ah! how's everything in the spot? Good. OK. I got blinkin' red lights on the notes and solid blue on the parents. Hey! You don't want me to use the old one? So, I can't keep it as Belleup. Okay, and how about the password? Can I use the password that I use for my phone? Okay. So, we don't, I don't need to, I don't have to change those. [silence]
33:00
Speaker 2
Then we will use your Linksys app to change your network name and Wi-Fi password. The um VeiLip setup name? Um, it's up to you, sir. If you want to keep the Belop name and its default password, that's Alright. So no need to change everything or if you want to change it, we can also change it to any name you want. You can uh... Yeah, you can use the password.
34:00
Speaker 1
say that again. yeah okay there's where forget this network is if you switching back and forth
35:00
Speaker 2
Because after, um, after we like, connect all the nodes, we were going to connect to the default namevelope set up and we will use the password that's at the bottom of the node of the parent node to connect. So, on your phone, try to connect again tovelope set up and use the password that's at the bottom of the router. You go to your phone settings and look for welope set up. Connect to it and use the password that's at the bottom of the router. Yeah, you forget then, uh, and then. [silence]
35:00
Speaker 1
Okay, so I have this old spectrum router. Okay, so bell up setup. Password. The password is, it's on auto join and it has the password that's on the bottom of the old router. Okay. And I have all the bars for wi-fi. Okay. Loading the setup experience. Terms and conditions. Agree. It's taking me all the way back.
36:00
Speaker 2
Yes. Okay, that's good. And then you open the links, it's up again. Uh-- uh-- then what does it-- uh-- show?
36:00
Speaker 1
start with the beginning of setup. Connect your uh. So should I just go through it? It's connected. Okay next. Make sure everything's finished. No light is solid. I got all blues. All blue. Checking for Internet. It says connected. Now, it says name your Wi-Fi. This is where I think, uh, this, this might be something I screwed up last night, but, um it's, there's nothing there. So I don't want to, I don't want to name my Wi-Fi. I just want to leave it the way I know it. Develop. Okay. So I'm just gonna leave I'm just gonna leave it blank where it says, name your Wi-Fi. Oh, that almost it loaded, it loaded it up.
37:00
Speaker 2
Oh, come on. Yes, all right. Okay, good. Okay, and this, uh, okay, so you can, if, yeah, you can just leave it as developed type up. Yes.
37:00
Speaker 1
Next. [silence] Privacy pledge, continue. [silence] Now, log in. [silence] I don't think I have ever set an account with Linksys. [silence] Okay. [silence] for now. [silence] Create a router password. I don't want to do that. [silence] Okay. [silence] So, [silence] on my notes, I have a, [silence] I have a hint of what of what it was, the router password [silence]
38:00
Speaker 2
um [silence] yeah account is no longer available so we can no longer use the account to link your router or to log in using the account so just skip for now there's an option there to skip for now mhm um you need to create one since you will use that password every time you log in to the links app [silence] so that's a different password okay?
38:00
Speaker 1
But when I tried that, well, I don't know if I've ever tried it here. Okay. No, I'm not. I do. Okay, so the one that I have on my notes, I'm going to enter that one, okay? That might be what I used. Right. Okay, let me try it. Let me try it, okay? And see if I can just put it in according to my hint.
39:00
Speaker 2
So for router password, it has some requirements. So you should not use the password that's at the bottom of the router. So you must create a different, yeah, you must create a different one. Um, make. Yes, you can, but because the router password has some requirements, it's make sure you pass all those requirements for the password, that's for security purposes. Okay. That's for logging in only on the app, not for the connection of the device.
39:00
Speaker 1
It says router password hint. And it says it's not the modem, right? Okay.
40:00
Speaker 2
[silence] You can skip the password hint. Mhm. Yeah, Just skip the password hints. The next step is about whether you want to set up a PIN code. You can add security
40:00
Speaker 1
sorry i'm slow hmm it didn't like my hints It kicked my hint out. Okay. I'm almost, I'm almost there again. Let me let me take one more shot, okay? [silence] [silence] Okay. I hit, I hit, I hit, moved on. Just configuring your Wi-Fi network.
41:00
Speaker 2
You can skip the hints part. Just proceed. Mm-hmm.
42:00
Speaker 1
If I want to go back later on after we're all hung up, and change that password hint, I can do that by just following the same steps? Okay. Show the router your network. Router and two nodes. Should I go to the next, after it shows me, your network? I don't have the three dots. Should I go to next first and then look for them? They're not there. I'm on the screen that shows through. Okay. Help us help you automatically send the errors. Okay, I'll do that. Philip 43B is ready. Connect your devices to your new Wi-Fi. Go to dashboard. Go to dashboard. Okay. So I'm at the dashboard. Here's the three lines. You want me to hit those? Yeah.
43:00
Speaker 2
Oh, yeah. Just go to next. Yeah. We proceed first. Meg. uh... Yep. Yep. And you go to Wi-Fi settings.
44:00
Speaker 1
white settings. and then go ahead. okay use that use that password to connect the TV okay. okey doke. very good so I could I could put the nodes back where they were and then I every everything should work from there. perfect.
45:00
Speaker 2
So, that is your... Mm-hmm. Um, so you can see there your Wi-Fi name and also your Wi-Fi password. Just click on the password to see the actual one. You can change it anytime if you want, but if not, just leave it as it is. So, you will use those credentials to connect your TV or your other device. Yes. And your other device. Mm-hmm. Okay. Yep. Yes, sir. Then you try to connect your devices using the Wi-Fi name and Wi-Fi password that's on the Linksys app.
45:00
Speaker 1
Perfect now well I have to go if it's the same as it used to be do you think I'll have to go to all my devices and re enter them? You think I'll have to delete them and then re enter them. Okay. Okay. Very good. And anytime I want to change it that's the way I would change it. Perfect. I might actually be able to find that again. Thank you. So are we done?
46:00
Speaker 2
uh... sir... Yeah... they must... be connected to... what's on the... but if you wanted to... change your Wi-Fi name and password... where the... um... all your devices already... like, recognized it... then you can... still use your old name and password... but it's really up to you. Right. Yeah. that settings. mmhmm. Yeah, welcome sir. Yep, we're all done. And if you wanted to,
46:00
Speaker 1
hang on. so go to the three bars and then I would... guest network speed check network administrator. yup. yup. okay. yup.
47:00
Speaker 2
Sometimes the app will just like log you out and if it wants you to log back in using the router password you can go to network administration. So you exit from Wi-Fi settings and you go to network administration. [silence] Yeah, that one. Then can you see there a change router password and hint? So you click on that and then just click on the router password to see it. So that is the password that you need to use every time you log into the app. That's for the app only. the admin password is [silence] You can change it any time if you want. Okay. Okay, so all good. All right. Okay, so just give us a call back if you need help regarding the this one. Nonewhat does it shows there? [silence] Um, just click on it. Yeah, just click on that to see it. [silence]
47:00
Speaker 1
If I change? Oh, OK, then the password hint. I can then, I can do that after we hang up, right? OK. And then I just put the nodes back where they are and then log in my TV using the Wi-Fi passcode. All right. Wish me luck. Thank you so much. Thank you, thank you, thank you. You've been so patient and helpful. Yeah, you too. Glad everything is okay in the Philippines. At least, at least with you. Good luck. Thank you. Bye. Oh, okay. Well, I was going to let you do it. I was not I was not messing with anything here. Oops. Told you I'm slow. But goodbye.
49:00