Speaker 1
Hi there. I'm calling back off of a previous ticket which I do not have available regarding my new mesh system and
00:00
Speaker 2
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.linksy.com. Please have your device's serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on the issue. Please have your devices 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's technical support. My name is Allie. How can I help you?
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Speaker 1
I had it all connected, um, down at the router, or the source anyway, not the router, I'm using one of the nodes as a router. And, uh, I went back to, um, remove it and put it throughout the house today, and this was done a week ago. And, uh, yeah, I can't get anything to come up. I can't even get like a I said, I, I can't. Uh, I said, I'm back down at the router with all three units now, or, um, at the modem actually, but, um, I've got nothing now. So, Okay, it's it's just plugged in. It's not connected. It's not hardwired or anything like that.,
01:00
Speaker 2
and can you tell me? I'm sorry. Uh-huh. Okay. I see. So, the, since one of the routers, sir, is connected directly to the modem, what is the led light coming from this router?
01:00
Speaker 1
The speaker needs to plug in the gateway of a new modem with different colored cords: one red, one blue, and four yellow cords.
02:00
Speaker 2
So that one sir should be hardwired directly connected to the modem, the main one or the one where you, as the router. Yes, one has to be hardwired directly to your modem. And plug it into the yellow ports, since that is the gateway, plug it into the port one. And then the other end [silence]
02:00
Speaker 1
Okay. So plug in the first node. Okay. And you want me to hit the reset button? Okay. All right. It came up blue. Solid blue. Mm-hmm. [silence]
03:00
Speaker 2
should be connected on the on the ethernet port and then that ethernet port should be on top of the reset button yes sir just the first node so this so churn it on and then let's wait on what is the LED light color that will show up because if we are going to get and a purple color that means it's still ready to be set up okay it came up blue yeah okay I just give me one moment let me just verify some information
03:00
Speaker 1
yes, Becker, yes, correct, I have three of them now, my blue light is flashing, okay, all right, well, uh, we're back to red, now blue, and we're solid blue again, will I always have to have one hardwired to the
04:00
Speaker 2
I'm speaking with, Mr. Mike Biter. Becker? I'm sorry, Becker. And then your email address is discipleship at July dot com. And you have three of this router? Okay. Okay, yeah, it's actually normal, so just give it some time. Because it's actually still booting up earlier, so that boot up process may take for two to three minutes. So give it some time, sir.
04:00
Speaker 1
at the modem. Mm-hmm. Okay. Okay. Well, it's red again. It's solid, it's solid red now. [silence] Oh-huh. It's a gateway.
05:00
Speaker 2
Yes. Because that one that will stand as a parent. So that parent is the one that we're going to absorb or to get an internet connection. And then that internet connection will be distributed wireless to its child node, or maybe wired. Because all of them will not work, not unless their there is a parent node that is hardwired directly or hooked up directly to the modem or to your gateway. Okay, so now that we have a solid blue color. So, oh, it's solid red. Can you give me the model number of your gateway, sir? Let me just double check it.
05:00
Speaker 1
[silence] Right.
06:00
Speaker 2
Yeah. The gateway. OK. Just give me one moment. Yes. Sir, to confirm your internet service provider is AT&T. OK. [silence]
06:00
Speaker 1
Uh, the bluetooth's empty. It's empty. Okay. There we go. Uh, I'm not splashing red light again here. It had gone blank and was nothing for a while.
07:00
Speaker 2
OK sir, is there something that is plugged into the blue port at the back of your gateway? That is the linksys router and this gateway.
07:00
Speaker 1
All right, I do have a solid blue light. Okay, red again. Okay. Oh, yeah. Yeah, everything else is connected to it currently. [silence] All right, I do have a solid blue light. Yeah, everything else is connected to it currently.
08:00
Speaker 2
Okay, just give it some time. But are you able to connect to your gateway, sir? Okay. [silence]
08:00
Speaker 1
When I talked with tech support last week, we did not have the first node hardwired. So perhaps that's the issue.
09:00
Speaker 2
Tag. Hold on. Let me just check it. The consumer doesn't have any overload latch power strip to connect parental node to there.
09:00
Speaker 1
We don't seem to be doing anything here. Just solid red. Uh, I've never connected to them. I just bought them a week ago, received them and I didn't have any instructions with them. So, I, I called. Yeah, I called and then they, so she walked me through it. And I had them all connected. They had blue lights on all three near the modem down in the basement. And I, I hadn't just hadn't gotten back to it. It's been too busy this week. And today I have and, you know, I, they were still all blue. And I just disconnected them and took them up and dispersed them and no internet. So... [silence] I don't have the luxury of talking about that. But I think it -- and what you're saying is you think that who? Do you think I don't have a public record of that? I had no idea I had us. [silence]
10:00
Speaker 2
but they are working before sir this routers are they working before silence oh ok silence ok just to make sure sir so this
10:00
Speaker 1
Well, one of them right now is connected to the modem, via Ethernet. It's just a red light. Okay. [silence]
11:00
Speaker 2
Well, you're talking about your modem, which is located at the basement. And the modem that we are talking about, sir, is this gateway, the BGW. Okay. So, this is the BGW should be working right now. one second sir.
11:00
Speaker 1
[silence] Sorry. Um uh what? [silence] [silence] so blue port, it doesn't have a number, if it does, I can't see it. Because of the uh yeah, yeah it's just solid. [silence] [silence]
12:00
Speaker 2
sir do you have a one port that is available from your gateway oh yeah yeah I'm so sorry so okay the cord is connected from port number one and yeah yeah but can you see like is it flashing there's should be a light indicator coming from this port since we use it
12:00
Speaker 1
solid green. Turn it off. Yeah. Oh. Blue, yeah, just popped on. OK. Yes. Right. No. No, I didn't do any I did nothing with it once we had all three blue lights on. I left it there until today.
13:00
Speaker 2
Okay. sir, can you turn off your lynx espo router? Yeah. Turn it off and then turn it back on. I'm sorry? Is it blue right now? Okay. Uh just leave it like that sir. do not uh do not turn it off yet. So this is the parent or this is the main one as well that you set up before. When you call us eight days ago. Okay. Did you customize the Wi-Fi name of this parent node? Okay. Check on Okay, sir. Um, can you check underneath this parent node? There should be a default Wi-Fi name.
13:00
Speaker 1
Yeah, it's uh, really hard to recognize my tool here. Uh, develop setup, F zero zero or, F O O. I don't know.
14:00
Speaker 2
that it should be merged set up to four got on yeah that's the answer oh open your Wi-Fi settings from your phone
14:00
Speaker 1
Okay, hope three setup. I have that. Okay, okay. Okay. Says unable to join the network. Yeah, I'm trying again here. Yeah.
15:00
Speaker 2
okay tap on that network after tapping it it should ask for your password so use the password that you can see also underneath the router unable to connect or to join the network sir oh yeah let's make sure that we input the right password here
15:00
Speaker 1
Yeah it didn't give me a password. Yeah. Can't seem like there's a password already entered, it's not correct. Okay. Okay.
16:00
Speaker 2
think sensitive. Okay, can you forget the network sir? Forget the network and then reconnect the phone again.
16:00
Speaker 1
We got it. All right. Choose a UV. l'm able to join yep it down at the bottom and is it very small well later in the same phone that I take a picture, but I don't test in the bottom of this thing oh yeah I know this
17:00
Speaker 2
enabled to join? Yeah, ah, yes, sir. How about you'll you do this one, sir, okay? Um, can you take a picture of that password so that you can just easily zoom it in when you and when you are going to enter the password? Um is it blurry sir? Like you cannot see it clearly. [silence] Well how about you try it again sir? [silence]
18:00
Speaker 1
Unable to join the network modem or the router okay [silence]
21:00
Speaker 2
Okay, how about you reset this network, sir? Press and hold the reset button of this router for 15 seconds. Now, the router, that Linksys router. So press and hold its reset button for 15 seconds. So do not let go of the reset button not unless it's already 15 seconds. let me know once you're done resetting it. Guess we should be having a solid purple. Okay, it's blinking.
21:00
Speaker 1
our purple question find movies that are being that you'll like or that have a similar plotline so you're finding what people have said views compared to didn't believe uh
24:00
Speaker 2
I'm sorry, sir, your line is cutting in and out. Okay, we have a solid purple. Now, the next thing that you need to do, sir, is press again the reset button but this time not for long. So press the reset button five times. So that should be press release, press release, press release for five times.
24:00
Speaker 1
OK K Done It is not blinking. It's just solid purple still. Five times.
25:00
Speaker 2
Yeah, not too fast and not too slow. So you can do it now, sir. Press the Reset button for five times. O.K. So that router, that Linksys router should start blinking. When you do it again, sir. Yes, press again the Reset button for five times.
25:00
Speaker 1
okay Nothing doing nothing spare what
26:00
Speaker 2
let me know if the parents now responding uh like it's not responding sir uh do you have a spare tablet that we can use uh do you have a tablet or a laptop that we could use for this one
26:00
Speaker 1
Oh, God. I do have... Hold on. Glitch in here. Oh, we're flashing blue on the one node. And the last thing I did... Yes. Yes. Okay.
27:00
Speaker 2
Or did the previous representative tell you to download the LynxX app on the one that is connected directly to your gateway. It's now pulsing. Okay. So let's wait for it. You're used to connecting to these lines. So if you've already done that, please do step four on your screen, which is to connect to this network, which is the LinkYY SSID network. Let me know sir if the parent node is turned solid blue.
27:00
Speaker 1
It is. It is solid now. Yes. Okay. All right.
29:00
Speaker 2
I'm sorry sir. Solid blue. Okay, can you try again, sir, now on reconnecting your phone?
29:00
Speaker 1
Okay, I'm connected. Okay. Well, I've got data anyway on the phone, so it's gonna serve regardless, right?
30:00
Speaker 2
Okay you're connected now can you try um surfing and the browser or test if the internet is working? Can you um um Zoom you have one.
30:00
Speaker 1
I don't understand. Yes, I for saying again, okay. Right. But I can open up a browser from the phone data. So I don't know how you're going to tell what's what. Okay.
31:00
Speaker 2
An active mobile data, the Wi- Fi signal strength should show up on the left upper side corner or in the upper right side corner. Can you confirm? If you... Can you see Wi- Fi bars on the upper left corner? Or on the upper right. Okay. So the Wi- Fi is there. Now, try opening up a browser. Test if the internet is working. Well, if you are connected to the Wi- Fi server, automatically the mobile data will turn off itself. Yes. If you are [silence]
31:00
Speaker 1
Okay. Yeah, I'm on Facebook, so it's working. Turn them both on? At the same time? Okay. [silence] cut this one in.
32:00
Speaker 2
Connected to an active Wi-Fi connection? Yeah. Automatically the mobile data will will turn off itself? Okay, so the, the, the internet is working. Now let's turn on the two other links to the router. Yes both of them. Turn them on. Yes, sir. So those two child nodes should show up in solid red but uh, yeah, let's just wait for it. But they should be on the same place where the parent node is.
32:00
Speaker 1
Okay, they both came up blue. Okay. Okay. Yeah, they're flashing now. [silence] [sound for silence, such as a classifier "silence"]
33:00
Speaker 2
Sir, okay? Let's just wait for it, sir. because they are still bootin up.
33:00
Speaker 1
Go on and flashing red on one and one a solid blue [ Yeah, it's actually very light, I would say it's purple but. And the others are blinking. One, I got a second one that's blue, solid blue.
34:00
Speaker 2
unclear we only have one child uh, that is solid blue.
35:00
Speaker 1
The, the main, the one I'm using for a router is purple, yes? Uh, purple. Yeah, very light color. Is that the same color as the other one? The one that's solid blue, it's flashing, now it's red, it's wireless.
36:00
Speaker 2
Okay, and the other child node is purple, okay, so the one that is hooked up directly to the gateway is solid blue, the other it's purple, um, so the one that is solid, loose her, is it wireless or wired directly to the gateway that you have or to your modem? Okay, but the one that is,
36:00
Speaker 1
Yeah. It's just a lighter. Yes. On the phone, you should be. Yes. I don't understand what you're saying.
37:00
Speaker 2
Okay sir, but are you still connected to the internet sir? Or to the Wi-Fi of your link Since? yes, on the phone. Okay, let's make sure, sir that it's not is it really like something color purple or cough something like something lighter. No the LED color of the router that is hooked up directly to your gateway.
37:00
Speaker 1
Right. It's a much lighter color. It, it looks purple to me. The other ones are clearly blue. But now they're flashing rad again. Yes, speed test. It's,
38:00
Speaker 2
Is it really purple? Or Okay, so while you are still connected Sir to the main Linksys router. Can you try opening up a browser file? Open a speed test. Sir just just type in fast.com. [silence]
38:00
Speaker 1
400 420 360 megabytes per second. 300, 29. Oh, down to 290.
39:00
Speaker 2
Okay, so you are connected to the Linksys router and you have a speed test result, so the Internet is working. So right now, what are the LED column?
39:00