V2 Rubric Detail — c47bcf42-6c12-11f1-b…

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 products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling linksys Technical support. My name is Dylan. How can I help you today?

All right, I believe I need to speak with the owner of the router, right sure, um, ah just a confirm with you. Sir, is there like a power outage or internet outage prior to having this issue? their modem Which means your spark light modem I see So, well, um, we only deal with, uh, their router So technically, your router is dependent on, on, on your modem Which is coming from spark light So if it's showing like a pink red light I believe it's it doesn't have a Internet at all And your router is dependent on the modem So it would also affect your your linksys router That's why it's offline So, for you to isolate the issue, sir You may consider unplugging your router from the physical connection I mean, connecting from the the mode

By the way, sir, I need to run some verification with you in order for me to create a case here under your name and gather some information about the LAN side's router. So let me start with uh your full name. [silence]

All right. How about your email address for lan? Okay, sir. Got it. And can you provide me the model and the serial number of your link sys? router, you can provide me the serial number instead, sir, and I'll check on it here in my end.

All right. Let me just repeat that one. Seral, it's two five F for for M for Mike. 37B for Bravo 1927. Alright. Let me just check this one here. Have you already run some troubleshooting from Sparklight personal? I had you already performed any troubleshooting with the Sparklight personal and so far what have you done?

both modem and the router? I see. And and she mentioned that um the the Spark light modem is showing pinkish red light somehow. Or is she referring to the router? Oh, she's referring to the router not the modem. Ah, I see. So, basically, Sir, if if um it's showing a a pinkish red light, it means that it's on set up mode, which technically, all you need to do is um manually configure it or configure it using the web user interface of Linxys. But, um, just to verify with you, um, did you reset the router?

Like you pressed the router. So did you okay? So you did a hard reset on it. So since you did a hard reset on it, sir, it went back to its default settings. Which means you need to set it up again. That's why you're you don't have Internet connection coming from the router. Okay. So you may um just to confirm with you, sir, you got three nodes, right? You have three nodes? Three towers, three towers. Okay. All right, so I've actually checked here, uh, the status of your router, and uh, just to set your expectations. This, uh, model, this WHW01 Ding says product that you have right now. Now is actually already part of our end of life devices, which means we no longer manufacturer this one and update the firmware. Also, looking at here, it shows that the warranty of the device had already expired way back um 2024 and for out of warranty devices, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our page connect service for a one-time fee of $15, which you might want to consider. But if you don't want, um you can send you an email with the troubleshooting steps that you can perform. Well, basically, you need to uh set up your router or reconfigure your router since you have reset it. So, right now, um I can give you some insights and see if it will go online. Just at least, you know the parent.

the main one. So since it's showing purple light, you can try pressing the reset button on it five times within five seconds. not too fast and not too slow. So that's what we call the 5 press method. So again, all you need to do is press the reset button five times within five seconds, not too fast, not too slow. So just press and release. Press and release five times. Okay, and all right. And any changes on the behavior of your main router or your parent node?

Okay, that means, um, it's trying to configure. So it's the fiber brush method is a manual way of um, reconfigure, or configuring your router to go online. So I'll just wait and see if it will go online. Then from there on, um, I will provide you the rest of the troubleshooting steps that you can perform through email if you're not going to opt in with the paid connect service. Alright, sir. I'll just make sure that it's um, it can be um, simple and easy to understand so that you can follow the steps. Alright, sir. [silence]

[silence] hold that it's our dread and give it some time because usually it would take two minutes to reboot and set up ... Any progress, sir? OK. So you might need to reset the router again, sir. to properly reset it. Just press and hold the reset button on the the router at least 20 seconds.

uhm

Yeah, sir. We respect your decision, sir. And, um, well, if um, you're not willing to proceed with the- proceed, I mean proceed with the Pig Connect service, uh, we really cannot stay longer with the call. And, uh, we'll provide you the instructions of the troubleshooting steps through email. Alright, sir. You're very much welcome, sir. You too. Have a great day. Take care.