V2 Rubric Detail — c75d0ab8-8153-11f1-9…

Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling Linksys. This is Epy. How can I help you? [silence] It's actually a router, sir.

It is a router? Yes. Yeah? Mhm. Who is your internet provider? So did you contact Xfinity to set up your new modem? Mhm. And you're able to go online with your new modem, right? Well, you can actually connect your computer straight to your new modem and verify if you can go online that way.

Yes, using the Ethernet connection. Okay. Okay, so there's no device that you can connect to the modem? Just to verify if there's an active Internet connection. So you've you told Xfinity that you have a new modem? So, they already register that? Okay, we can actually

Reconfigure this router wirelessly, sure. Okay. Since you have a new modem, yeah, probably this router is not um communicating yet to your new modem. Okay, so there's a need for us to reconfigure that. Can you have give me the uh model number and the serial number of your Linksys device, or try to look underneath it. Okay, and the serial number. All right, I'm just gonna check this serial number, so how many Linksys nodes do you have there, sir?

Okay, so one parent node and two child nodes. Okay. All right, let me create a record first, sir. Can I have your name? Brian, B-R-Y-A-N or B-R-I-A-N? Okay, and your last name, sir? M served. Okay, sorry. Uh, what about your email address? Okay. All right, sir Brian, uh, do you have any computer available?

Hello, for us to have this set up, is that a laptop or desktop? Okay, and is it running on Windows operating system Windows 10? Okay, all right, so you have the uh the parent node or the main node connected to your new modem, right? And is it connected to the one on the left, the left port that's right above the reset button? Hmm? But what about on the uh on the Linksys? Where is it plugged in? Is it to the first port?

It's okay. Yes. Okay. Right above the reset. Correct. Okay. So, where are your two node right now, Sir? The other two nodes. Is it on the same place where you have the parent node or the main one? Or can we just gather all the nodes together? Sir Smith, since right now we need to reconfigure the devices. So kindly move your child nodes uh closer to the parent node at least five to six feet away.

uh, I'm sorry, uh, can you repeat that, sir? I lost you there. [silence]

yes. Yes. Yes. if the parent node is not working, sir Brian, all the child nodes will not work, too, because they're actually dependent on your parent node. So the child nodes will act as a repeater or extender from the parent node. Yes. Okay, just plug them in. Yes. And right now, sir, the

The parent node, light is solid red. Is it solid red? The parent node, it's blinking red. It's been blinking. It's been blinking red earlier or that was solid red? Oh, it never went solid. Oh, I see. Okay. So we'll just have to reset this parent node to factory default Sir Brian, including the child node. Okay. So we'll reset all the nodes. So at the bottom of your LinkSys device, you have.

You have there a reset button. Just press and hold the reset button for 25 seconds. Okay. Now you would be able to tell if it's uh properly reset because once you press the reset button, sir, the the LED light on top should turn off and you should be able to see a blue light there. Okay. So that blue light will turn off again, right? So it's uh so once you once you do that, just keep pressing the reset button for 25 seconds and that should like remove the settings, the current setting. Okay. Just do it on all nodes. Uh-huh. Yes, you can do it one at a time. So just do just do the parent first and then the child. So you do this on all the nodes. Uh-huh.

Okay, the parent node is now solid red. All right. What about the child nodes, sir? Are they're all solid as well? Solid blue.

Okay, are they all solid red? Yeah, just let me know if it's solid Sir so we can proceed with the next step. Okay, all three of them now. Okay, good. So, Sir Brian, what we're going to do next is we will do the pair. Okay, the quick, easy pair. So, um, to, do the five press, just press the reset button at the bottom of the parent node. Okay, press it five times. Okay, do not press and hold it, just press it once and do it five times. So, it's like press, release, press, release, press, release five times.

Okay, that would be on the parent node only. Okay, so once you do the vibe press or kindly check if the child nodes are blinking now. Is there if the lights are blinking? Okay.

It's actually Yeah Right now it's blinking yellow. It's searching for child nodes So yeah, we'll just wait for it [ silence ] Any progress right now?

The child nodes are still solid red. What about the parent? Okay. Yes, it may take time for... Okay. It takes time, so we'll wait for around five to six minutes before it establishes a connection, okay? So we'll wait for all the lights again to turn solid. So while waiting for that, Sir Brian, can you please take a picture of the Wi-Fi settings at the bottom of your parents' node? So you should be able to see there the Wi-Fi name as well as the password. So just take a photo of the Wi-Fi settings that would be on the parents note.

all right. Let me know if you're done with that. all right, once you've taken a picture, kindly go to your computer. Kindly go to your laptop. all right. And then look for the wireless icon at the bottom right hand. Please look for Vallop setup 17035. Is that the name that shows up underneath the parent node? Okay. All right. You took a picture of the Wi-Fi settings on the sub-network. Now, what is the name, the Wi-Fi name that shows up there? A-B1. Okay. So it's A-B1. Okay. So, if you go to the wireless settings at the bottom right hand of your computer, if you view the available networks, are you able to see that name, Veelo Up AB1? Okay. Now, please select that. It's okay. Please select that name and then hit connect. It will ask for the password. That's the password underneath the sub-network.

okay, is it connected? Does it have a check mark? Okay. So, yep. All right. So, it seems that it's already connected. So, can you please track the light on the parent node right now, sir? Okay. Yeah. Can you go back to your computer? Open up a browser. Do you have Google Chrome?

Okay. All right. On the address bar, sir, type in http://my router .local. Yes, sir. Yes. My router .local. And then press Enter. Okay.

when you go to myrouter.local, it says that the connection is not private, right? Uhm yeah, it's not secure, so if you scroll down, you don't see that option advanced. Or what are the options you have in there? [silence]

hello. Joe, my router dot local. [silence] Yes. Do you see continue option or proceed? Yes, that's it. Click on it. Okay. And what options you have there? [silence] Is it asking for? There. Okay. All right. So it's asking for a router password. Now, type in ad admin A D M I N for the router password, sir. [silence]

yes. [silence] okay, so you see there the smart Wi-Fi tools. [silence] so we click on troubleshooting. [silence] Okay, then below troubleshooting, look for report. It's under status. [silence] Yes, click on report. [silence] What is the firmware version? [silence]

All right. Now, try to scroll down, scroll down from the very bottom, okay, and then look for port. Now, do you see an X under one Gbps for the Internet? Okay, so there's there, an X, right? Okay. Now, let's scroll up, go back to the top. And then look for Internet connection IPv4, Internet connection IPv4. Okay. And then, what is the connection?

Action type is it automatic configuration? Yes. And do you see an Internet address? They're all zeros, or it's blank. Okay. Can we go to diagnostics, please? It's right on next to status. Diagnostics. All right, now it's for internet address. There are two options. They are IP before and IP V 66.6. It's on the right side. Yes, just click on release and renew under IPv4.

Yeah, 'cause what's happening right now, sir, is the Lynx is the parent node is having a a hard time getting the connection from your modem. Yeah, this is why, yeah, this is why there's really a need for us to test if uh you have active internet inside this is a new new modem. Yeah, um there's really a need for us to test uh if the uh if the device is really getting a connection from the modem. Well, with the, yeah, um there are

Some cases like this or so that this is yeah, that's the reason why we uh, we always ask the customer if they if they have tried connecting a device or a computer straight to the modem just to verify if they really have active internet connection. is uh, yeah that that modem is is not wireless. It doesn't have wireless capability, so you really need to connect it with a cable. All right, so right now it's still waiting. It's still waiting. Okay, can we try to unplug the power of your parent node, please? And then as well as your new modem, okay? Yes. And we'll wait for one minute before we plug them back in.

Yes. the safety warning. No. I guess we've turned it off, but that's okay. What is the brand of your new modem, sir? Net gear. do you? happen to? know the? model? number? okay. all right let's plug it back in sir turn on your modem first the netgear night hawk yes make sure all the lights are stabilized before you plug in the linksys

Alright, so we'll just ... By the way sir, the online light on your Netgear modem, is it solid? Green right now. Solid white or green. It's solid white. Okay.

okay. So, uh, what is the parent node light? It is solid blue. Okay. Can we go back to your computer? And can we refresh the page, please? [silence]

Yes. You may, you may, you may try that. Click on retry and check if it will load up. If it's not, then try refresh. You're back to troubleshooting. Okay. Yes, can we click report again under status? And try to check if there's an internet IP address.

now. Internet address under IPv4. May I have it please? Okay, very good. All right, so that's an indication that your router is now communicating with your modem. So kindly press okay from that screen. Okay, what we're going to do next Sir is we will we will personalize your Wi-Fi settings. So kindly check if there's a TA option down at the bottom right. beside privacy policy. It's actually on blue text. If you scroll down, Yeah under yeah, right next to privacy policy there's CA option. Do you see it? [ silence ]

So there's no C.A okay that's fine. Just go to wifi settings below troubleshooting. Okay. Now that is where you change the name, the wifi name and the wifi password, so you can now personalize or customize the names. So we Yes, because this is act. Yes, because this is Triband. So for us to be able to identify which is the 2.4 and which one is the 5 gigahertz, um, some of the products, I mean some of the wireless devices won't be able to recognize 5 gigahertz or it won't support 5 gigahertz. So you might encounter some issues with that. So we suggest you name them separately so you know which one to connect to for ednetwork devices that only support 2.4. So in that case, you'll be able to know what the 2.4 GHz is. So we still can suggest or offer you the Ednrouter. So that Ednrouter, it still supports 2.4 but also is upgradable up to 5 gigahertz. And one thing we can always suggest if you want a good Ednrouter should have Parental Controls, good firewall, and also virtual private network.

currently so for the 2.4 you may put in your name or you can just type in 2.4 at the end. It's like the same as the 5 gigahertz. Just put in the same name and then you put 5 gigahertz. And then for the z2 you may put in six for that because that is the six gigahertz. You can set up the same password for all three. That's fine. Yes. Yeah. Any any name will do. Yes. You can set up any name for that.

uh click apply but before you press apply sir kindly take a picture of your Wi-Fi setting so you won't you so you will have a copy and you won't forget whatever settings you had set up there click apply yes uh-huh yes

Yes, because we change the wireless settings. So that will actually reboot. So that's all right. That's normal. Yes. You might get an error message, router not found. Because, yes, because right now we've changed networking settings. No need to just look for the wireless icon at the bottom right hand corner of your screen. Then check if you see the new network that you've set up. Yes. Then you may connect to the 2.4 or the 5 either. But we suggest to use the 2.4.

test you connect to the 5 GHz service because it will give you better speeds. Yes, yes. If you're aiming, yeah, if you're really aiming for a good speed, then you need to connect to the 5 GHz. Okay, now since you're connected to the network, check the parent node light if it's blue. Yeah, it's solid blue. What about the child node? Okay, now, please check if you are able to go online. Try to open another window. Just open another window. Check if you can

Solid blue before you plug in the second child note. Okay? Yeah. So, that's how you set up the other child nodes. All right. Then so, yes, Sir Smith. Would there be anything else that you need help with? Oh, no worries. No worries. I appreciate your patience here working with me. You're very cooperative, sir. So, yes, everything is working now. Thank you again for your time. And by the way, let me take and let me give you this ticket number, so if you ever need to call us back in the future, you may refer to this ticket number. Yes, your ticket number is L4 Larry, T for Tango, S for Sierra, 00137 535. Yes, it's L for

Mike, Tangle Sierra 00137535. Okay, thank you for your time Sir Brian. This is Epi from linkth sis. Thank you again for calling. Have a great night girl, you take care. Bye-bye.