Speaker 1
Hi. I have a bit of a problem with my mesh network. Um, and I was hoping somebody might be able to help me with that, uh, just troubleshoot it, see if I can get it up and running again. Um, so I have a mesh network of three, uh, nodes, uh, main router and two child nodes. But, um, one, one child node is further away at the bottom of the garden. That seems to be leapfrogging the middle node and going straight to the main router. Um, rather than, um, connecting to the sort of intermediate child node. uh, this has only happened since this morning when I reset it, because I was trying to solve another problem.
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 for calling Linksys. My name is Van, and I'll help you today. What seems to be the problem?
00:00
Speaker 1
But now it's just showing me in my little um sort of mesh tree on the Linksys now portal. It's just showing the main node and then the two child nodes branching off of that. Does that make sense? I have tried moving them around, moving the third, sort of the furthest node closer to the middle node, um based on sort of the AI chat recommendation. Um and um that doesn't seem to have done it. It still seems to be trying to connect directly to the main router, even when the middle node is uh much closer in proximity, which it always is to be clear, it's always uh much closer. So I've only tried those. Um it's also recommended sort of linking them with ethernet cables, but um I don't I don't believe I have any unless they're a boxed in.
01:00
Speaker 2
[silence] And have you done some changes in regards to the node or any kind of troubleshooting? good. All right.
01:00
Speaker 1
uh with the units when I got them but I don't believe so. Um and even so I don't I don't know if that would solve it or not or if that was just uh sort of over eyes. Uh uh yes, well I'm through the browser version. Um which uh I've been using um the app doesn't seem to let me log in, so the browser one's got got everything I need on it. Um I believe it was um I can remember it off the top of my head. I'll just read it off the unit. SP NM 60. Uh, I believe so. They they certainly look um um the same, but I'd have to check. They they all came together as part of a community.
02:00
Speaker 2
All right. Lastly, are you using the Linksys app to monitor your network? What's the model of your mesh to confirm? Thank you so much. Are they all the same model? Mm-hmm. All right. I see. Thank you. Thank you so much for that one. So after you've done those changes, as you mentioned, you've tried moving them around just to see if there's any kind of changes in how they interact, unfortunately, it's still doing the same thing, is that correct? All right. Thank you so much for that one. If that is the case, I do have to set expectations that your last thing that you need to perform for your child nodes only is to consider doing a factory reset on those child nodes. But instead of doing it on both of them at the same time, you need to do it one at a time. In order for the topology to correct itself, you need to set up the nearest child node back first, then the furthest child node, so that once you relocate them one at a time, the furthest child node should reconnect to its original child node and it will all be correct afterwards.
02:00
Speaker 1
I see. So, just to, just to clarify that again, sorry, that the middle note needs to be factory reset first and then switched on and all reconnected and then factory reset the furthest one.
04:00
Speaker 2
to the nearest child note then you can factory reset both of them at the same time. However, in setting them back up, it needs to be done one at a time, from nearest to furthest. There's no need. The main note works as it is, only the child node needs to be uh done some changes. You can reboot the parent node however, since rebooting will not affect it and it will do some balancing after the reboot.
04:00
Speaker 1
Okay. Okay, fine. That's that's what I'll do then. I'll try and do that and then if it doesn't it doesn't work, I'll get back in touch. I did uh since I've got you. And the reason I tried resetting it this morning is because actually I had another problem, which is that when they were all linked correctly in the right order and I was getting a really good full signal on all three nodes, on the dashboard here showing the topology. They were all showing full green, full good signal. But I was still finding the child node was only giving me downloads of about between say 1 and 10 megabits per second, whereas in the house off the main router I was getting around 200. [silence]
05:00
Speaker 2
no since you're just doing the resets on the child node if you factory reset them the parent node will retain those information so once they're successfully reconnected they will also use those credentials back
05:00
Speaker 1
there's obviously some sort of loss somewhere along there. and it was regularly uh disconnecting itself from its devices. um and so I don't know if if there's anything else I need to be doing to ensure despite the fact it was saying the signal between them all was very good. whether there's anything else I need to do. Okay. understood. Um fine, I'll I'll take a look at that separately, then once I've um once I've got this situation back up and running, I'll I'll consider that as an option.
06:00
Speaker 2
If the main concern in regards to that one is the signal strength and as well as the speed, the best way to do it is to do a reboot on both the modem which is from Community Fiber and your Linksys device. If there's no modem which only connects it directly to the outpost or through the internet directly just by a wire, that's the time you will need to relay this kind of concern to Community Fiber.
06:00
Speaker 1
No, I think that's everything for now. Hopefully, I'll get somewhere with this. I appreciate your help. You too. Thank you very much.
07:00
Speaker 2
No worries. All right, so is there anything else? All right. Thank you so much for calling, Lexus. Take care and have a great day. If you have any more concerns, feel free to call us back.
07:00