V2 Rubric Detail — c97dad50-70b6-11f1-8…

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 product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Icy. How can I help you? [silence] Let's see. Can you provide me the serial number of your Linksys product?

if they are the same model, then just [silence] okay, let me check [silence] so, the model you had was LN 100 [silence] okay [silence] so, you have three nodes.

[silence] Yes, that's the new chat notes you added. All right. So, you were able to add your new chat notes. [silence] So, now was your child not disconnected?

I think we got this uh on your ticket the new node your uh LN1200 60D 10M 13 60D 10M 13 E05 830. Is that the ID or what serial number? 7100 E05. 830 and serial number?

- 270 [silence] 13 06270 [silence] so this is the new uh another child node you had. [silence] Still, can you uh hold on. Can you tell me how many lynx nodes you have right now? [silence] So the two nodes you have the LN 1200, those are your total child nodes. And the parent or the main router, uh

What's the model of that? Because you have other models. There's an MX6200. There's a LH. So, I don't know which one of this. Uh Uh Uh I'm sorry, what? Uh Uh Okay. All right. Uh so we have clarified your main router, the one that's connected to your internet provider dium, is Um Um model MX2100, while your two child nodes are all model LN6200. Okay.

already set up these nodes your parent node with the child nodes right and the only issues is the Internet connection is not that fast or is that that slow it's slow and it's also drops all right now I see so those one thing I had to tell you uh Bellina Bellina right

Belina, Jacob. Your parent note is model MX6200 and your child notes are model LN1200. Now your child note LN1200 actually has a set up parent note, which is the model LN1100. That should be the perfect or the best parent node to use for your LN1200 because they are a set up mesh. So when you buy this product, it's always LN1100 and the LN1200 as its child notes. So it would be one reason why there is an issue with your speed because [silence]

LN 1200 when they were manufactured, they were also manufactured with their original parent node, which is the model LN 1100. But since you're using the MX 6200 as the parent node, so that could be one of the causes why the performance is having an issue. [silence] Yes. [silence] Yes, it will work. [silence] Yes, it will work because it will work because the LN1200 is a cognitive mesh node. So, it will be added to any linksys product, whatever model it is, as long as it is a Wi-Fi 5 network.

Coming to two 200 but it still could be added with the MX 6200 [silence] and your MX 6200 also which is the parent node [silence] it's also better to add a child node which is the same model as the MX 6200 so that you will have a seamless connection because all of all your models from the parent node to the child nodes are all the same model MX 6200. So that could be one of

Now, we could do some troubleshooting steps, Melina, so that we could correct some issues, performance issues with your connectivity. One is to do a power cycle of your nodes, the parent node and child nodes and also your modem, internet service provider modem, your spectrum. Once you do a power cycle. You have to observe in a day, 24 hours, if you still get the issues of intermittent or dropping connections. That would depend on the receipt you have, if it's still eligible for returns or replacements. You have to check on your invoice when you purchase that hardware.

If you've still got your warranty papers, returning the item and replacing it with a Motorola MX6200 child device should be possible. They're functioning as expected. What I mentioned earlier can cause performance issues since the features between your current device and the Motorola MX6200 differs. Consider doing some troubleshooting steps like cycle power through your modem and your node.

We can do other troubleshooting steps to resolve your concern with the dropping connection. You can actually check on the firmware version of your nodes, the main router and your child nodes, if they are up to date because sometimes performance issues could result because of the firmware version that your nodes have if they are out of date. So you could check, ensure that your firmware version is the latest because outdated firmware can so you did that already. Then, yes, if you have the app, you can check.

Okay. So you need to update your firm wear because if your firm wear is outdated, it can lead to performance issues like a drop of connection and slow internet speed. Now you can check that on your Linksys app. You tap on the menu icon with the, the menu icon is the three horizontal lines and then you select the Network administration because it's in the back of the network administration. Okay, that's good. And can you check on each nodes? You can select each node and you will see the information of each node and it will tell you if you, that the former is up to date.

That is not normal, because your two nodes don't have a any router. And they are directly connected to your router, your M X 6200. Can you check

Mm-hmm. Uh, you have to check. How many nodes do you have? Yes. So, that's weird. Mm-hmm. Maybe it's or no, because uh, the cloud services were removed and because of that we can no longer or remotely access your router settings. So, it's only you who can check on that.

But, I think, maybe the app is showing you that your two Chinood is connected to your router APIX6200. Maybe that's what it means. Hmm. Maybe the app may have some technical glitches is it's showing that but usually, since your parent node is the API 6200. It should be the one, uh, on the router. And then your two All and 1200s the child node. I don't know. [silence] is connected to your MX 6200, because sometimes in a mesh, it could be that your child node, like say you have child node one and child node two, it could be your child node two is connected directly to your parent main router, or it could be connected to your child node one.

Type them is DaisyLink. So your child note two is not linked to your child note one, but it's directly linked to your parent note. So, do you have other MX 6200s? So it could be a technical glitch of the up. Maybe you should need to refresh the up or lock out from it and then lock back into it. Maybe there's a technical glitch on the up. And you could also check on Apple Store or Google PlayStore where you downloaded the up to check if there's an update on the Linksys up because usually the Linksys app also adds updates for bugs in it. supposed to update the, they update the software, so maybe there's an update and you need to update your Linksys app. Now, going back to your issue about the dropping connection, you can also check on the WI-FI channel you have, because sometimes interference from neighboring networks can impact your mesh network's performance. So, to address your issue with the drop in connection, make sure that you, your, WI-FI channel is not congested. So, you can use the channel finder. There is, you can utilize the channel finder on the Linksys app. And let it select or scan the best channel for your WI-FI network to connect, so that your network or WI-FI connection will not be congested, because sometimes if a lot of devices connected to your Wi-Fi, it could uh consume or interfere with your internet connection. That's one of the reasons it could drop or slow down your internet speed. And if it's not your devices, sometimes if all of your devices are connected to your Wi-Fi network and especially if they're using heavy bandwidth or using maybe internet usage like playing games, downloading videos, streaming, uh those things can impact your internet connection and it can slow down your internet speed or sometimes drop down your connection. So make sure that, [silence]

So make sure that you, um, utilize your channel-finder, so that your Wi-Fi network is connected to the best channel that is not congested, so that other networks, neighboring networks, uh, could not interfere with your Wi-Fi channel? So go to your Linksys app, and then tap on Wi-Fi settings. First tap on the menu icon, and then Wi-Fi settings. And on Wi-Fi settings

Wy-Fi settings. Yes. Yes. Advanced Wi-Fi settings and then channel finder and then let the channel finder scan for the best channel. Once it scans for the best channel for your Wi-Fi network to connect to then uh your router or nodes will save the setting and then observe it for a day. Because it will take time. You have to observe it for a day and for 24 hours and check if the issues uh your experience will still persist. [silence]

Well, the last resort you could do is to do a reset and reconfigure your nodes, or like setting them up again. So, it's like starting back from the basic, but it would disconnect your, uh, devices to the Wi-Fi. Okay. Uh, and another thing is that to make sure that your nodes, your child nodes is placed on the best spot in your area, uh it should be on an open area and not enclosed like a wall hindering your nodes or some devices like microwave ovens, Bluetooth devices, cordless phones, baby monitors, such things could interfere with your

Child nodes connection to his. [...]. [...]. [...]. Because you have to know your nodes are wirelessly connected. [...] so there is a interference. If normal or given. Especially if they are near some devices. [...]. [...]. Okay. All right. So just make sure that there are no devices near your nodes. And they are placed in an open area. No walls. Or furniture. That's hindering them from connecting to your [silence]

No no no, it should be concrete walls, you know, walls that hinder, okay. So if it's just a normal wood door that's no problem, but some walls are actually concrete walls like if you put it on a basement, so that could interfere. So if it's not that it could be only the former version. You have checked it's up to date, right? And yeah, and the channel finder. So just observe once you have Signs of your Wi-Fi signal look [silence] Okay if you don't care it's usual around 300 megabytes per second. We have around 120 on our house. [silence] Does that sounds alright? Yeah.

Uh once, uh, the channel, uh, select, uh, the, uh, best channel for your, uh, nodes for your Wi-Fi uh to, uh, connect to, then observe it for a day, uh, 24 hours, and then if, uh, the issue still persists, uh, call us back again so that we can do some advanced troubleshooting, but usually the last resource for your node is to do a reset and reconfigure. The very usual troubleshooting step is to power cycle your nodes and your modem. Alright. You're welcome. Thank you for calling Belina and take care. Have a good day. Bye. [silence]