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 Josh, and how may I assist you today? [ silence ]
00:00
Speaker 1
I followed all of the guidance, plugged everything in, made sure the lights aren't flashing and so on. And it just simply cannot find the router. [silence] I've got three. Yeah, so what I had done is followed the instructions to connect the ethernet cable into one of the nodes as the parent node.
01:00
Speaker 2
s are you going to off there all right off so for this one sir uh since your hub is not part of the mesh network the setup uh should be one of the nodes or Linksys node will be wired directly to your hub and that node will be configured as the main and the other two nodes will act as a booster so we cannot use all of them like all the three of them as booster because again the hub is not part of the mesh technology or mesh network [silence] Mm-hmm.
01:00
Speaker 1
And I powered it up, made sure all the lights are solid pink in this install or solid purple in this instance. But it's still when when I go onto the the Linksys app and try to configure them, it just says we can't find your network. Okay. Right. Let me see if I can find that one. That was a bit small. You want a serial number. There we are. It's microscopic. Right. So.
02:00
Speaker 2
Alright, got this one, sir. And don't worry, I'm pretty sure that I can walk you through on how to re-configure this Linux devices, okay? So before we proceed, may I have the serial number of the main or parent node?
02:00
Speaker 1
Let me see if I can read this. Two, zero, J... In fact, let me take a photo of it and then I can make it bigger. Two seconds. Are you still there? Okay. Right. So here's the serial number. So, two, zero J, two, zero, six, zero, B for Bravo, nine, one, three, zero, one, five.
03:00
Speaker 2
Okay. Yeah. sir. Yeah, I'm still here. Thank you so much for that one, sir.
03:00
Speaker 1
Model number is I'm trying to find a model number on here as well where do I find model number? um I'm just looking I've got uh right so that's Wi-Fi setup so that's not it I've got serial number I've've got Mac address uh where would I find a model number goodness um strangely it what [silence]
04:00
Speaker 2
it, it can also be it can also be found underneath the device and just check if it's showing their double H.W.03. For model, there, there, there's no showing there that model our model number. Alright. Thank you so much for that. one, sir. Uh what's the light again on this main node? Is it currently showing solid purple or pink? Okay, great. That means that the device is now on setup mode. So, on the main node, kindly press the reset button five times within five seconds. So it's like, press release, press release, press release.
04:00
Speaker 1
Right, I think I've done that. The light has gone dimmer, but it's still the same color. Still solid. I might not have done it within 5 s. It might have been like 6 s. Will I try again? Yeah, it's not the easiest button to reach. Let's try again. Ah, this time it, it, it, I think it did flash. although it's gone back to a solid light.
06:00
Speaker 2
Ah, and is it flashing right now or still solid? Yeah, can we kindly try to press again the, reset button. And again, it should be five times within five seconds. All right. Yes sir. Mhm?
06:00
Speaker 1
[silence] it is, it appears to be a dimmer purple. it's not as bright as it was before. and when I first pushed the button, when I turned it over, it did appear to be ah flashing, but it's not flashing anymore. all right. yeah, it's Ian, I-A-N and MCC L-E-L-L-A-N-D is IAN D-M-C-C at gmail.com.
07:00
Speaker 2
And is it still showing solid pink or purple? I see. Uh, let's let let's try to observe the light on that main node for 30 seconds or a minute, okay? All right. And by the way, Sir, may I have your first and last name? Uh-huh and what about your email address? All right. So just so you confirm your identity.
07:00
Speaker 1
India Alpha November Delta, Mike Charlie, Charlie at gmail.com. It is now, yes. It is, yes. Okay. Right, the light is going. [silence]
08:00
Speaker 2
address is your first name and um and for Nancy, D for Delta and for Mike, CC Alright, thank you so much. for that information, sir. And again, your internet service provider is Virgin Media, correct? Alright, thank you so much for confirming. So is the light on the main node still showing solid pink, purple, or red? I see, let's try to reset that node. So for resetting, just simply press and hold the reset button and do not release it until you see the solid blue light.
08:00
Speaker 1
Do I keep holding it? Okay I think it's a solid blue now uh it's a sort of a gray blue Okay Okay
09:00
Speaker 2
yes sir let's wait for the solid blue that's great you may now release the reset button thank you and let's wait for the light on this Node to turn back to solid pink purple or red where that indicates that the device is already on setup mode,
09:00
Speaker 1
Oh yes. Yeah. It, it, it, it does. Uh, and it, it's a fairly strong signal in most of the house, but uh, uh, I think I still need the uh, the mesh mode, uh, for one or two rooms. Good. Okay. It's gone solid pink again. [silence]
10:00
Speaker 2
Uh by the way, sir is this virgin hub also broadcast its own Wi-Fi or it does not? I see. Uh. Uh. Got this one, sir. So, uh, I'm gonna set your expectation again, sir, since the, uh, Virgin Hub is not part of the mesh technology. The main notes should always be wired directly to the hub, okay? However, again, for the other two notes, rest assure that you can relocate them to their designated locations without hardwiring them to the main one. All right. Okay, great. So, can you press again the reset button?
10:00
Speaker 1
okay. Ah, it's now, oh, it it flashed a few times. It seems to turn a sort of orange. Oh, no, there we are. Yes, it's going a sort of yellow flashing yellow. Okay. Now, it is actually wired into the Virgin hub via the ethernet cable. Yes? I think you said it had to be. Yeah. The the one I have reset the parent node is actually hardwired into the the hub, yes. Okay.
11:00
Speaker 2
That's great to know, that means that the main node is now trying to connect to your hub so again let's observe its light for 2 to 3 minutes. I'm sorry, sir? Yeah. Yes, sir. The main node should always be wired directly to your hub since the hub is the source of the connection between your main node and the rest of the network.
11:00
Speaker 1
Good. Four. 80s. It's gone green light now. Solid green.
12:00
Speaker 2
And how many ports or Ethernet ports does this have sir? And is this main node currently plugged in into the LAN port one? Okay thank you so much for that one [silence] solid green that's good to know that means that the main node is now online or working however just to be sure let's wait for another 30 seconds or a minute for it so while so while waiting for the light on the main Node uh to be showing steady green within one minute can we move child nodes next to the main Node? Uh they should be at least uh two to three feet from the main one. No worries sir and kindly take your time as well.
12:00
Speaker 1
Right. It's in place. Just switched it on again. just wait for the light to go back on. Uh, yeah, it is. Yes.
14:00
Speaker 2
All right, got that one, sir. And I assume the light on the main node is still showing solid green, correct? OK, that's excellent. So rest assured that the main node is now online or working. So what we are going to do right now is reconnect the child nodes. Sorry, yeah, reconnect the child nodes to the mesh network. So for now,
14:00
Speaker 1
okay. I think because of the distance it's covering, I probably need the parent node and then one child node to be sort of halfway on the distance to the um, the the lower signal strength rooms and then the other child node to be much closer to the room, so I think when I did it before there the distance between nodes couldn't be more than uh, you know, so three, four meters.
15:00
Speaker 2
Let's wait for the child nodes to turn to flashing red. Then we are going to reset them as well. Uh and Yes, sir. For this one, since your Virgin hub also broadcasts is own network, you can also like move this main node father from the hub. However, you might want to just position it maybe uh right beyond the hub caused that's still uh considered as close to the hub.
15:00
Speaker 1
Right, yes. One of the other issues I've got is that these nodes have an ethernet port in them. So, you know, I have a printer in one of these rooms with a lower signal strength that needs an ethernet port. The printer doesn't work on Wi-Fi. Um, so, uh, that's also one of the reasons I I've want the, uh, the child node to be there.
16:00
Speaker 2
need or you might need to use a long Ethernet cable for that one, however if you want to maximize the mesh network, yeah, you can just use a long Ethernet cable and move this main node from a different room and then use the child nodes to extend the signal coverage of the main node. So what uh huh. So just to verify Sir, how do you spell you sorry, how do you pronounce yaher
16:00
Speaker 1
McCleland, yes. It has just gone to solid purple. Oh, hang on, no, no, it's, it was solid purple. It's now gone back to a sort of blue color, I think. Um, if the other chart node is not here, but if, uh, if you told me how to reset one chart node, I think I could probably do the other one myself. So, what it's, it's solid purple at the moment, um, on the chart node. [silence]
17:00
Speaker 2
All right. Thanks so much for confirming. So, going back to the child notes, what are their lights right now for both of them? Correct. So both child notes are now showing solid blue. Is that right? All right. Yeah, yeah. Again, solid purple indicates that the device is on setup mode. So, or add in the child nodes.You can simply use the five press setup method. So, again, just go to the main node and press the reset button five times within five seconds. And after that, wait for the child node to turn its light to solid green or blue. So if itself press the reset button, then the child node will be reconnected to that or again, this node.
17:00
Speaker 1
Well, I can go and get the other one. The other one is, uh, it's more difficult to remove it. Um, but I can maybe do it. So I've just reset this child. When I did the five presses, um, nothing much happened. Uh, so I, uh, I am just resetting the first child mode now, uh, the, the long press of the reset button. So I, I keep that depressed until the reset button depressed until solid blue light. Okay. Um, while I'm waiting for that, I'll go and see if I can disconnect the other, uh,
19:00
Speaker 2
them at the same time using the five press setup method however you can still though use the five press if you're gonna connect them one at a time solid blue light yeah until the yeah until a solid blue light appears
19:00
Speaker 1
child node, then I can do all that at the same time. Now the other child node is slightly further away. It's probably three or four meters away from the parent node. Is it okay to recess it where it is? Yeah. The only problem is I've, um, I've tacked the cable, uh, just to make sure the gap doesn't narrow between the nodes.
20:00
Speaker 2
All right, we got that once already again, just take your time. Uh, yeah, you can reset the child mode. However, for reconfiguration, I would recommend moving it at least two to three feet away from the main one. However, again, once the child node has been added, make sure that you can unplug and relocate it back to its designated location. So, mm-hmm.
20:00
Speaker 1
where it is um, so it it just a case of unplugging it. it, uh would be a case of removing all the tax. um, okay. okay. now, the the first child node is now flashing yellow or gold.
21:00
Speaker 2
I I see yeah Yeah if No worries If that's the case You can reset the node Or the child node to where it is currently plugged in right now So again just press and hold the reset button for or wait for its light to turn to solid blue So with this kind of scenario uh the best thing we can do here is uh add that child node one at a time So once this first child node has been added to the network uh you may simply unplug that node from its power cord and then we will and we will use that cord for the second node Okay All right [silence]
21:00
Speaker 1
Do we just wait for it to connect to the parent node? On the child node? What oh so we're done the the parent node already and it's now solid green light. I've now got the child node beside it So I reset the child node long press on the reset button and then I've just pushed the reset button five times in five seconds. Oh, and it's also gone to solid green light. Yeah so the parent node and the oh, hang on. It was solid green light. It's now gone back to a flashing.
22:00
Speaker 2
[silence] Mm-hmm. Yeah, if it's flash, wait, did you already press the reset button on the main node five times? On the main node? It should be on the main node, sir. Or did you... Mm-hmm. Mm-hmm. Mm-hmm. Solid green light. And this child node is...
22:00
Speaker 1
Be careful. Oh. So am I doing a long press on the reset button on the main mode? On the chart node? Yeah, okay. So long press is it? Yeah. Okay.
23:00
Speaker 2
uh-huh for that one sir uh we should uh we should press the reset button on the main node as well so uh because again uh yeah not on the child node so however after this one you you may simply again reset the child node so uh again uh yeah child node now sir on the child node yeah for now on the child yes sir and wake uh wake for the solid blue lights appears and if so then release the reset button
23:00
Speaker 1
Right, so the child node has got a solid blue light now. And the parent node has got a green light. So I'm not touching the parent node anymore. Okay.
24:00
Speaker 2
Aha. Thank you so much for that one, and yeah, for now, let's not push the main nodes. So, currently, we are waiting for the child to turn back to solid red, pink, or purple, okay? Uh, so just let me know once the light on that node turn to those colors.
24:00
Speaker 1
It's still blue color. No, just solid blue. No, it's gone to uh, at the moment it's solid pink. Okay. Let's see if it stays as solid pink.
25:00
Speaker 2
[silence] I'm sorry, sir. What's the light now on the first child node? Flashing blue. Solid blue. I see. Let's observe its light for one to two minutes. Solid pink. Aha, yeah. That should do it, sir. rest assured that we have successfully reset again the child node. So finely go back on the main node and then press the reset button five times within five seconds.
25:00
Speaker 1
Right, so the the main node is flashing yellow. And the child node is solid pink. Right, so main node has gone back to green. And the child node is flashing purple. Okay.
26:00
Speaker 2
Let's see if the light... And what? flashing purple. That's great to know. That means that the child node is now trying to reconnect to the main node. So for this one, sir, all we need to do is wait for the light on the child node to turn to solid green or blue, okay? Uh-huh. So again, once it's... sorry. Once the light on that child node already gone to solid green or blue, uh, just simply
26:00
Speaker 1
Okay. Okay, now it's still flashing purple. It's being a bit slow, I'm afraid. Oh, I see. So they're an older model, are they? [silence] [silence]
27:00
Speaker 2
simply again disconnect the device from the from its power adapter and then uh relocate the second child node to the same uh plug or uh sorry uh yeah power adapter on that node Mm-hmm. Yeah, I got that one. Yes sir. I'm going to also set your expectation that your current devices are already one of our obsolete or end-of-life devices. However, rest assured that you can still use them as long as they are working. That's correct, sir. Uh actually they are the first generation mesh nodes that we have and I believe they were manufactured around 2017.
27:00
Speaker 1
okay. Right now unfortunately it's still flashing purple, which is being a bit slow. okay. Okay. So while we're waiting, the uh the more recent technology is faster or more powerful? Or what? Ah, okay. Ah, now
28:00
Speaker 2
Yeah. So however, again, as long as they're working, rest assured that you can still use them. Yeah. that's fine, sir. Uh, don't worry, again, it will take like two to three minutes for a child node to connect to the network. So I also have my timer here on my uh, all right. So uh, all right. That's correct, sir. Uh, we're actually are newer models are match, as you said, they're much faster and stronger than your current devices. However, uh regarding with the price, uh there's a big difference. Yeah. So is uh, the
28:00
Speaker 1
It has gone to solid green. [silence] it's come back to solid pink. Um, well, it was the second, though. Oh, uh, yes, the, the other one, the, the second one, I'm guessing is sort of pink, let me just check it. Oh, actually, it's, it's flashing pink, the second one.
29:00
Speaker 2
that's great to know however again let's wait for 60 minutes just to make sure that this child node is already online or working silent yes don't worry it will turn back to solid green silent and I assume the light on the second node is showing solid pink red or purple right since you reset it silent You can also unplug that secondary node now and then just move it next to the main one if last thing I see Can we reset that node? so
29:00
Speaker 1
yes, yes okay, okay it is yes, [silence]
30:00
Speaker 2
Wait, the lights on the child node is showing flashing red or pinked, correct? I see. I it could be possible that right now it's trying to connect to the network. So let's observe the light on that one for one to two minutes. Because it because it if sorry, if it will turn to solid green or blue, that means that that device is already connected to the network as well. All right. However, I assume the light on the first child node is still showing solid green. Okay, great. So, after a minutes sir, if the second child node is still flashing red, I'm afraid we again we might need to unplug that one from the power adapter and then use the power adapter of the first node.
30:00
Speaker 1
Okay, how close does it have to be? Does it have to be, again, the sort of two to three feet away, or it's at the moment, it's probably four meters away from the parent and the child know that are both green. Uh, is that too far away? Okay. Well, I'm guessing 15 ft's around four m or so, so which is probably what they? Yeah, it is yes.
31:00
Speaker 2
We we can also connect that one to the network. And once the child nodes have been added to the network, the recommended distance between the nodes should be at least 10 to 15 ft from each other. So if we can let's try to convert that one to meters. So, yeah, yeah, 4 to 5 m. You're absolutely correct, sir. So is the second node still show flashing red or pink? I see, yes.
31:00
Speaker 1
Okay. I'll do that. Okay. [silence]
32:00
Speaker 2
unplug that one, sir, and again, relocate that one next to the main one. And for the working child node or to the first child node, you may simply, again, just disconnect the device from its power adapter. [silence]
32:00
Speaker 1
Sorry what was that? [silence] Yes, I have. It's got a solid blue light
33:00
Speaker 2
[silence] Hello, sir. Have you already relocated the second child node next to the main node? [silence] Have you already relocated the second node next to the main one?
33:00
Speaker 1
at the moment. So, so I plugged the power back in again, just waiting for the light to change. Right, so it's gone to flashing pink. Okay. [ silence ]
34:00
Speaker 2
Flashing pink, all right, you may now proceed for the rest uh for the reset for that one, so again just uh press and hold the reset button and wait for the solid blue, so again just uh press Yes, sir. All right, thank you so much for that, ma'am. Uh, so, uh, by the way, sir, are you a football fan? However, do you know that I assume you're from England, correct? What? Uh, yeah.
34:00
Speaker 1
It's went to a green light, it's now gone back to pink but maybe hopefully it will go back to green again shortly. Right. Right, I've done that on the main though but nothing on the child.
36:00
Speaker 2
Yeah, so Res Assured since that version or the first node has already online working. Let's just wait for its light turn back to solid green or blue. So, yeah. Going back to the child node. Is it still showing flashing or solid blue? That's great, so you may now again press the reset button on the main node five times within five seconds.
36:00
Speaker 1
Do you happen to know what the maximum speed would be of Wi-Fi when you're close to one of these mesh hubs?
37:00
Speaker 2
Yeah, so far now, Let's observe again, the light on the second child node for 1 to 20 minutes, and hopefully, it will change from, solid pink to flashing red or purple. Uh, yeah, for that one, sir, it really depends on your internet subscription speed. So, may I know how much speed that you're paying to Virgin Media? Is it?
37:00
Speaker 1
Yeah, it's it's uh one 1.1 KB. Okay. Okay, yeah, yeah, but those sort of speeds are are great, that, uh, if it can that's good.
38:00
Speaker 2
1,000 Mbps or 1 GBPS? 1.1 gig got that one. So yeah, I'm going to set your expectation that this node can only handle up to 1 GBPS. So if your devices are close or next to the main node, they should be able to get at least 600 depending on the wireless adapter of each device. So because again, each device has their own wireless adapter. So it's normal if you compare as some others are getting at least 500 and some are getting 600. So it really depends on the model of your phone or computers or yeah, TVs as well. Yeah.
38:00
Speaker 1
Okay, so the parent node is back to solid green. And the first child node is also solid green. The one that we were just resetting is flashing pink. Yes. Okay. Yes, I think so. I had deleted the previous. [silence]
39:00
Speaker 2
Yes. So, flashing pink on the second child node. So yeah, a solid pink indicates that the child node is still trying to reconnect to the network. So let's wait for it's light to turn to solid green or blue. And uh and by the way, sir, uh would you like to personalize the Wi-Fi name and password of this mesh nodes or just leave them as it be?
39:00
Speaker 1
wifi name because it wasn't working and uh I thought I would set up a new one. Um so yes, uh how do I do that one? Uh I have a computer and um yeah, I have a computer and I've also got a phone but it's probably easier to do on the computer because I'm using the phone. Uh let me get it ready. So the second child node went solid green light. so it appears all of them are working now. Okay, right so uh computer is on and ready.
40:00
Speaker 2
Yes. Don't worry. I'm going to walk you through it. Do you have a computer that we can use or? Yes, sir. So is your computer ready? Uh-huh. Yeah, rest assured that you're notes are already online or working. So however, we're going to customize now the WiFi name and password.
40:00
Speaker 1
Oh, yeah, yeah, spot on. Use the password on the main node. Okay. Well, I'll have to go back to that one and just write it down, give me a sec.
41:00
Speaker 2
Okay, great. So on your computer, kindly go to its Wi-Fi or Wi-Fi settings and check if it can detect the default name of the system, which is _setup. [silence] Okay, great. Kindly, connect your computer to that one and the default Wi-Fi password is labeled underneath the main node. [silence] That's correct. [silence] No worries, sir.
41:00
Speaker 1
All right, I think I've got the password now. hey. we're not just trying now. [silence]
44:00
Speaker 2
All right. And yeah, just use the password to connect your computer or laptop to the network. So just let me know once your laptop has been connected to the network.
44:00
Speaker 1
OK. connected. Yes. got it. Yes. Yes. OK, got the warning page, it's come up.
45:00
Speaker 2
All right, thank you. So on your laptop, kindly open a browser, like Chrome or Safari if you're using a Mac. And then, all right. So in the address bar, like the upper search bar, kindly type in http://myrouter.local. That's fine, sir. Just bypass the warning message, and then let me know once you are on the screen asking for a router password.
45:00
Speaker 1
now saying the connection is not private do I go into it right so it's thinking about it now [silence]
46:00
Speaker 2
Yeah, that's fine. So on the screen, click on show details and then click on visit this website. Mm-hm. [silence] That's great. So, by default the password is adm all in lowercase as in. 80 M I N. And then, yeah, just press enter or sign in. So, are you know log in on the dashboard, like links to smart wifi tools? [silence]
46:00
Speaker 1
Yes, it's uh yeah, and it's got the sign out of the top, so i'm definitely locked into something. Wireless settings, right? Okay. Okay.
48:00
Speaker 2
That's great to know. So on that page, kindly click Wi-Fi or Wi-Fi settings. And then under Wi-Fi settings, you should be able to see the Wi-Fi name and password there. And if so, all you have to do is personalize or customize the Wi-Fi name and password. So, regarding with the Wi-Fi password, I would recommend not using the same name as your hub so that you won't be having a hard time to know which network is your devices are connected to, okay. However, for the password, however, for the password though, you can use the same Wi-Fi password, the one that you are using on the hub.
48:00
Speaker 1
Um, just one question. There are three different options there. There's the 2.4 gig and two separate five gig bands. Um, am I using all of them and putting the same password on all of them or the same name on all of them? Okay. Um, now the each Wi-Fi name starts with an underscore character. Am I keeping the underscore character or removing it? Okay. It's not required, okay, that's good.
49:00
Speaker 2
Mm. Yeah. Yes sir. So all bands or network should have the same WiFi name and password. So, don't worry after you enter the personallized WiFi name and password, you may simply press apply and then press continue. I would, it it really depends on you sir, it really depends on the name that you are going to enter there. You can remove them as well if you want. So, all right. Mm. Yeah. However again, Just make sure all the bands have the same Wi-Fi name and we passwords so that all of them will be like their networks will all be merged into one.
49:00
Speaker 1
right I think that's done. And then just apply. So I'm not changing anything else there, am I? The like all of the so I've changed Wi Fi name and password, but nothing else. Just okay, fine. okay. um yeah, I have, um, so it says it's applying the changes. Oh, sounds like not
51:00
Speaker 2
Yes, please. And then click continue. That's correct. Yes, sir. Since the nodes are online. They're working. Yeah. All we need to do is customize the WiFi name and password. So, did you already press apply and continue?
51:00
Speaker 1
it's gone back to the default Wi-Fi for some reason, so I need to put, uh, I need to go back into developer setup, yeah, Oh, Sorry. No, keep going. Oh, yes, it's, it's there, it's there.
52:00
Speaker 2
That's actually normal, since your laptop or computer has been disconnected from the network. So, again, on your computer kindly go to its Wi-Fi or Wi-Fi settings, and then check if it can already detect that it, sorry, the new Wi-Fi name of the system. No, sir, your devices should be able to see now the new Wi-Fi name of the system. Can you check like can you isolate by, by checking on your, I'm sorry. Huh? So, on your laptop again just try to turn off and on its Wi-Fi, and then check again if it can already detect the new name of the system.
52:00
Speaker 1
Lovely. I think we have managed to finish, that was a bit of a marathon but thank you for your help through this. No, assuming everything behaves as soon as I hang up the phone, I think we're we're absolutely fine. So yeah, no, it's all looking good. Thank you. I will, thank you.
53:00
Speaker 2
Okay, that's brilliant. So, all you have to do is reconnect your devices to that network and then make sure to use the new Wi-Fi password as well for them to connect. And after that one, you should be good to go. Yeah. You're most welcome, sir. And thank you so much for your cooperation and patience as well. So, is there anything else that I can assist with you today? Yeah. Yeah. you're most welcome. Again, rest assured that we have successfully managed to reconfigure your devices. And again, all you have to do is reconnect your devices to the new name of the system. However, if you need further assistance in the future, feel free to give us a call, okay?
53:00
Speaker 1
Thank you very much and uh have a good day. Thanks a lot, okay. Bye. Bye.
54:00
Speaker 2
Amazing. US wholesale service. So, thank you again for calling Linksys. You have a great day as well. Bye for now. Take care.
54:00