Speaker 2
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Um, I just purchased a, um, a Linksys mesh unit. I had one that quit working, so I needed a replacement. And, um, I've had some, um, I had some issues with the, um, installation that I've not been able to, uh, that I've not been able to figure out. So I need some help troubleshooting the, uh, the, well, to verify that I've installed it correctly. Uh, T fiber? [silence]
08:00
Speaker 2
thank you for calling linksys this is hell how can I help you okay sir uh... who's your uh... your internet service provider sir um... uh... that's c forth um... fiber [silence]
08:00
Speaker 1
Yeah, the cat, capital T is in Tom dash fiber F I B E R. It's uh, it's owned by T-Mobile, the cell phone company. It is um, 25. F is in Frank. The number one, zero, M is in Mary, 33, a is in apple, zero, 9433. um, three days ago off of Amazon.
09:00
Speaker 2
Oh, OK, I see. And can I have, sir, the serial number of your new lens? OK, thank you so much. Let me just pull the one up here. And when did you purchase this one, sir? OK.
09:00
Speaker 1
I have um, so I have the, I guess it's the, is it the main, main, mash. It's hooked to the router. I have a T-mobile router called Eero, so I have that one mash that's hooked there, that's maybe the master mash. And then I have uh, I have three others. I have
10:00
Speaker 2
And how many do you have, sir? [silence] Okay. But for - so you purchased three new ones for the nodes?
10:00
Speaker 1
Well, I had four nodes. Well, I had the master node that's connected directly to the router, plus three other nodes that I purchased three years ago, and one of them quit working, so I replaced it. And in doing the setup, I had some hard time dialing back into my on my app, getting into the to the app, because it quit recognizing my email or password. Although, when I right before I called you, what I called in, it started to it started to work again. So and I don't know why it indicated, it didn't recognize when I asked. When I try to reset my password,
11:00
Speaker 2
Okay. So basically, sir, you have already an existing network and then you're just trying to add one node as a child node, right? Mm-mm. Uh, yeah. Usually, sir, for the reset, um, if we're going to, um, check the email, usually for the email, we need to reset the parent node. I think that's because we are actually still updating our Linksys app. The reason for that once there is because we are already trying to discontinue the use of our cloud servers. So that's actually linked to your email and password. So there are currently checking on that one for future updates. So for you to log in to the Linksys app, well, or monitor your parent node or your existing system, what we recommend as of now is to log in locally using a web interface, like, using a browser. So you need to go to MyRouter.local. But, as for the Linksys app, you have two options, sir, to log in. One is via email, which we are actually still working about that one. Second is router password. You can log in for the meantime, sir, using router, [silence]
12:00
Speaker 1
Well, when you say router, is that the your router that king fiber gave me or is that the master mesh. okay. So, the router is the master mesh. okay. Was it basically sideways, it's not. I think, it shows that I am right now. Yeah. Okay. Okay, I am in. Yeah. Well, I just, they came up to the dashboard and then I've, on the upper left hand corner there's three little lines. Are you seeing it? Okay. Yeah, I see it now. Okay. So if you go down a little. There. And there's something called, uh, diagnostic tools. So if we go to that page, yeah, and then the bottom one is called configurator. So if we go to that and the top one says where is my network? Radio frequency, uh, radio frequency interference, uh, clicked all, yeah. It's scanning. Okay.
14:00
Speaker 2
That is the master, master mesh sir, the master node of Linksys. Are you connected sir to the Wi-Fi of the master mesh? OK. And then, yeah, can you open the Linksys app, let's, let's see if we can log in using our, our password. So, what's your opinion sir on the app?
14:00
Speaker 1
Lines, and it's dashboard, devices, safe browsing, Wi-Fi settings, guest access, check speed, parental controls, priority, network administration, advanced settings, help, logout, set up a new product. and then it shows the name of my network, which is IRS tax audit. what's what? What do you mean? El ElB? I don't understand. Oh, it's it's solid yellow. It's solid, it's solid blue, which means it's working, correct?
15:00
Speaker 2
okay, so you are on the dashboard of the app. Um, what's the color LED light sir of the new node that you just purchased? Uh, what's the color LED light of the node that you just purchased? Uh, no, sorry, sorry. The L the LED light color at the top, the light indicator of the node. Okay.
15:00
Speaker 1
Yep. Okay. I'm there. Yep. So, yeah, I I I'm just disc. I just disc that must be the... the... remember I... I... the... the... replace the to because one of them.
16:00
Speaker 2
correct sir yes. if its solid blue that means it's online. um go sir to network administration under menu, so menu and then you yeah the net alright, and then select sir nodes, and then it will show user the nodes that are connected. you can also check if if the node that you just newly purchased shows there. [silence]
16:00
Speaker 1
that must be the one. That's no longer working that I actually have unplugged. Is that correct? Okay, so when I, when I, when I select it, yeah, I'd like to remove that. So it says, so when I push it, it says, uh, make sure it's in range, unplug, plug, plug. So how do I get that off the dashboard? There must be another way to do that, huh? Oh, node name. Node name. Here it is. So, uh, dining room. Uh, I see where I can change the name.
17:00
Speaker 2
That's correct sir, yes. And you have the option sir to remove that off line node off the network. Um, just select the one and then it will provide you an option to remove, uh, remove node of the list or network. So, it will only show you the on line child nodes. Rosie.
17:00
Speaker 1
Let's see... tiny room... Oh, wait a minute. Excuse me, bear with me... ...not allowing me to save it. Yeah, there we go, saved. So then, um, the old node... uh... answer? No. Yeah, it's not a big deal, but it'd be nice to take it out, um...
18:00
Speaker 2
Take your time, sir. Usual usually sir if um when did the note I did the note.
18:00
Speaker 1
Oh, it cork working three or four months ago. I see. I guess it doesn't hurt anything to have it show on the dashboard, right? I mean, it's just as.
19:00
Speaker 2
Quite working. Hmm. Okay. Usually, sir, what we do on that one is that since the parent node saves the data of that child node, usually we power cycle the parent node, like we turn off the parent node for three minutes and then plug it back in to refresh the information of the child nodes that's been saved on the parent node, and then um log in or log out to the link see-c-app and then log in back using the router password, and then we can see if there's an option there to remove the node of the network. But if not, usually it will take time for the for that node to be removed totally on the app.
19:00
Speaker 1
long as I know what's going on.
20:00
Speaker 2
As long as it will show you, sir, the four nodes that are working. Correct, sir. Yes. Since you have a mesh system, they will either connect, sir, to the nearest nodes or to the parent node.
20:00
Speaker 1
Mm. Okay. so got it. very good. Well, um, thank you, I don't think there's let's see if I had any other questions. Um, so if if I have trouble logging into the app because of a password change, um, and it doesn't recognize my password, is the alternative to um, it will prompt me to type in a uh, recovery number under the bottom of the parent node, is that how I get around that?
21:00
Speaker 2
which ever the child note sense is a much more better stronger connection [silence] yes sir so if you have a hard time sir logging in using the router password yes you have an option to reset password and then [silence]
21:00
Speaker 1
What about do I, would I be messing me up if I try to create a new account? 'Cause it's weird to me, I may not have ever registered a pass or excuse me, I may never have registered an email address. Is that possible that I could've gotten the system up and going without registering an email address? Okay. So, so that may be it. Well, if I create a new account, will that, that would just be a new account with the app. It wouldn't do anything to mess up my settings on the on the system. Is that is that correct or not? [silence]
22:00
Speaker 2
Should ask for a recovery key, You can use the recovery key on the parent node, then it will allow you to create a new one to log in. Okay. So it's a game So yes, sir. So that is correct, sir. However, there's a few
22:00
Speaker 1
[mumbles] one last question is there used to be I used to have you could log in via the internet on the web to get into my Linksys and I had a password for that but I don't see I looked at the internet for Linksys and I don't see any ability to log in has that been eliminated?
23:00
Speaker 2
Actually, for this one, it's no longer necessary for the whw01 system. They're actually no longer associated with the cloud server. So they made some updates on the one like two months ago for the whw series. So no need for you to link it sir, using email. No need for you to create an account. As long as you know the router password that you created. To log in to the linzes app then you're good to go sir with that one.
23:00
Speaker 1
[silence] Okay, that was my question, is the web password the same as the router password? Okay. Uh, that is good to know. So, one last question. So, if I can't get back in and I can't do it with the email because you said the emails down, the approach is to enter the recovery number.
24:00
Speaker 2
No, sir. You can actually still use the web interface using a browser to access the interface of your router, aside from the Linksys app. You just have to go to myrouter.local and then it will ask you for a router password. So the router password is the router password you have created on the Linksys app for you to log in also to the web interface. Yeah.
24:00
Speaker 1
off the bottom of the parent node and then will that uh will it give me a prompt to establish a new password? Okay, all right. Uh, very good. Well, thank you so much. I appreciate your help with this. Okay. Now the email is the number four and then spell out the word short in lower case letters. S-H-O-R-T@cox.C-O-X.net first name is Kelsey, K-E-L-S-E-Y, last name is
25:00
Speaker 2
Yes, you're welcome, but let me create first a case ticket. So in case you give us a call, there's already a record here on file. So at least it will be easier for you to verify the account associated on the serial number. Can I have sir an email? All right. And first name and last name, sir.
25:00
Speaker 1
Well one thing I might tell you, so I ordered this, this was a refurbished mesh and I got it from Email. And in the package, there's a card from Lancsysvoloff and it says [REDACTED_PAYMENT_DIGITS]-day warranty and call [REDACTED_PAYMENT_DIGITS] hours, 7 days a week for support. Well I tried that number and it's a recording trying to sell me medical devices or or and then it when I didn't respond to that.
26:00
Speaker 2
Okay, thank you so much, sir. So, um, in case you, um, I'll send to you, sir, the email. No worries, I'll send to you the email for your case number, so you can use that one as for reference. But if anything else, don't hesitate to give us a call. You can actually just give us a call if you have any additional concerns or questions. But for now, will there be anything else, sir? Yeah. [silence]
26:00
Speaker 1
okay what is that? mm-hmm mm-hmm okay alright thank you ma'am I appreciate your help you too bye-bye
27:00
Speaker 2
Okay, probably that was actually our old hotline number, sir. But as for links, I can provide to you the hotline number that you can reach us out. That is eight zero zero three two six seven one one four. You're welcome, sir, and you have a good day. Okay, you take care. Bye-bye.
27:00