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. [sound of piano music] While waiting, you may also visit support.Links.com for more information about your product.
00:00
Speaker 1
Hi. Hi. How are you today? Oh, that's great. I have an older Links Mesh system and it's behaving peculiarly on me. The
01:00
Speaker 2
[x] Thank you for calling links. This is Carla, how may I help you? [silence] All right I'm good sir. Okay.
01:00
Speaker 1
the, the Wi-Fi keeps dropping and I'm getting a red light flashing and it continues to flash but won't re-engage uh or won't reinitialize I guess is the right word. Uh so I've unplugged the thing and I've left it unplugged for uh five minutes or so and then I plugged it back in and 50% of the time it will uh go through the uh initialization process uh and then fail uh and 50% of the time it will initiate and stay blue and right now it's currently blue and it seems to uh last well in this particular case it lasted for five or six hours and then it just shut down again. Um I I guess what I'm asking or what I want to ask you is This is obviously not normal behavior, but is this something that's terminal or should do I need to get a new one [silence] yeah, the main [silence] well, the main node, one that would be called the router and not the the slaves if you want, I guess that's the other two. I have a three system set and this is the thing is called the um the the Velop, is it? The uh yeah. So I have a serial number here. I you can tell me how old the thing is and whether it's probably saveable or not. It's 20 or that's 20 J10 C is in Charlie 6990.
02:00
Speaker 2
defense sir on which really caused the problem the one that will do like red flashing light sir is that the main node or the child node yes [silence] yes
03:00
Speaker 1
4, 2, 6, 0. Yeah. Yes, correct. And I'm running, yeah, I think it's W-H-W. This is a 03 V. 1 and I'm running the correct firmwear. I did check that. Uh, Rogers in uh, in uh, Ontario, Toronto. Yeah, it's uh, I'll give you my uh, cell phone. It's probably the best one. It's 416-704-9063 and my, my, yeah, Ross West.
04:00
Speaker 2
again. That's two one, I said two zero J for John, one zero, C for Charlie, six nine nine zero, four two six zero, correct? And how about the model number? And how many nodes do you have? And who's your internet provider, sir? Okay. And can you also your phone number to create a record. And how about your first name, last name? Okay. Email address.
04:00
Speaker 1
Yeah, it, it, if, the modem goes right into the Wi-Fi. And I rebooted the whole system, right from scratch. [silence] No, the modem is, is operating as it should.
05:00
Speaker 2
Okay. Um, have you observed your internet connection straight to the modem, sir? Because if you've encountered, like, um, dropping or intermittent connection on your linksys router, especially with the internet, we, um, need to, like, also check the connection from the from your modem if that device, um, still, like, also did not encounter, um, any issues.
05:00
Speaker 1
I saw that. I'm getting the I'm getting a gig of speed out of it. So it's it's working just fine. And it's actually brand new. It's fairly new. That's when. Yeah, the Internet connection went down. Um, I re-initialized the entire system by unplugging everything. And I plugged the modem in, uh let it boot up to uh standby or to the to the point where it was operational with a white light. And then I plugged in my um my linksys equipment and let it run through its cycle and uh it seemed to work just fine. And then it shut off manually. Or it started. It started like once again. And then it turned off manually. And it started twice. That's what I went through like three times. So I'm a bit surprised. Almost took me like 1/2 to 3/4ths of an hour to get. Um it back up again.
06:00
Speaker 2
What, to the, When did you encounter this problem, sir? So you just in in entail. Like the intermittent internet connection today. Okay. [silence] [silence]
06:00
Speaker 1
Sorry, disconnected, and I, and it went from the blue light, solid blue light, which is good, to a red light, solid. And then when I unplugged it again, and, and, and re, re-plugged it in after five minutes, it, it went through the process, and stayed flashing red. So, that, that lasted for maybe 15 minutes. So, I unplugged it again, and left it, plugged it in again, and now, it's gone through the process, and it is now blue again. And it has connected to my other nodes, and they are all blue as well. So, you think it's the Rogers? You think it's the Rogers that's messing with it?
07:00
Speaker 2
Okay, so probably, sir, uh, since you just encountered it today, probably there was just only a downtime from, um, your internet service provider. Okay. Um, uh, possible, sir, maybe there is, like, like a downtime on this.
07:00
Speaker 1
[KEEP_UNCERTAIN] No, there's no, there's no, no, I don't have any timers or any anything like that, so I don't think that's it. This is, you know, yeah, it's, it's, it's, unless Rogers has done something just in the last day, uh, I can't think of anything that would do this. No, I unplug it and I do it all manually. I don't have any timers on for uh, you know, clearing the cache is out or whatever's in the uh, in the modem. Now my question uh, is, is, [silence]
08:00
Speaker 2
Okay. And then that could be passable because um, we could really know that there is something wrong or possibly needs to do some um, like tracking the settings on the router. If you often encounter this, like every day, every other day, like there's like specific time or like it will be happening like a couple of times a day. Nothing like that.
08:00
Speaker 1
If the router to the node, are they all interchangeable? So if I were to take, so if I took the node that is, um, in my dining room and to, put that in as the, um, as, as the primary, um, uh, router, uh, that should work, right? Okay. So, it, it, okay. So, do I just, do I just press the reset button on the bottom to do that? Okay. Okay.
09:00
Speaker 2
Yes, sir. You can actually switch node. [silence] Yes, but you need to set up or you need to reset that node first. And then because that node is still set up as a secondary. So it should be reset so that it will set back to it's like set up mode. [silence] Yes, sir. Okay. Until the light changed purple on the node because if the light is purple that means it's
09:00
Speaker 1
at but I was just thinking of if that's something I should try. Okay? Yes. Okay. Okay. Okay. No, no, that's I understand that. Any idea how old this machine is? So it's a good seven or eight years old or six or seven years old.
10:00
Speaker 2
I'm ready for the setup that you can set up it as I yes, it can be set up as the main or set up as a second. And by the way sir, I checked the status of your Linksys device. We just see here in our system that um the router is already out of warranty. Um we can still provide, we can still provide technical assistance if you need, but in any case device is found defective after troubleshooting, after our troubleshooting, we cannot provide any replacements. Actually, sir we released this one in 2019.
10:00
Speaker 1
what you would think the life expectancy of this machine would be? no? okay, is this a, is this a, is this a a Wi-Fi four or five or six or seven? it's not a seven, obviously, it's not a six. it's a five, okay. is there a huge advantage in in in going to the six and the seven? [silence] other than just the straight speed? uh-huh.
11:00
Speaker 2
uh um no sure actually some of that um some of them already been using um routers very quite already um um No now now um let me just double uh check it's just five sure yes yes it's more on speed if you upgrade it to six or um seven it's more on like speed and you should also like take that as well that
11:00
Speaker 1
[KEEP_UNCERTAIN] Huh? No, I understand. So the, but it, but the the seven is very expensive. The six is is is not as expensive. Um, it So, I guess what I'm trying to figure out is if this thing is going to continue to be problematic and my better off just going and buying a new mesh system. I will, I will try that. But if it continues, um, am I sort of at the point where I need to replace the system? Well, I don't want to if I don't have to. I don't want to spend the money if I don't have to, right? So, but there's no point in, there's no point in, in, in, in
12:00
Speaker 2
um, your devices that connects to the network if they already support with six or seven. sir. Yes. Yes. Um, then there's You may You may try to switch mode first sir. Okay. That is your option sir if you wanted to. But um, um, yes sir. But just observe um the
12:00
Speaker 1
You know, getting a big maintenance warranty thing uh maintenance thing done, if it's uh, you know, 8 years old or 7 years old. Yeah. Yeah. Yup. Yup. Okay. It would this be a would this possibly be a firmware issue that uh that I noticed that the firmware was updated fairly recently. Even though it's an older system.
13:00
Speaker 2
uh yes but um for this one first since we just encountered it today just observe it first okay if it is like a recurring issue then probably that um if it is recurring then we recommend first like bypass the connection connect it straight to the modem remove your link is observe your modem though if you mentioned it's brand new just observe um if there'll be um no disconnection and if there is then you may now um go to the link systems and do the the meter to do the switching of the note okay like switch the note
13:00
Speaker 1
yeah, I understand, yeah. no, no, it has, I checked the, the, the firmware version, and it's, it is the correct firmware for the version that I have, version one. but I'm just saying, is, is, is, is it possible that the firmware's, uh, has not installed itself properly? or is that unlikely? it would brick it, it would brick it if it didn't work properly. we're off and running again. okay. no, it does it automatically. I don't touch the damn thing.
14:00
Speaker 2
Okay. Okay, because, um, if it's this router, it's, um, set to automatic updates. So, if there is available update, it will just automatically install it. Okay. Okay. Mhm. Um, unlikely. Sorry, it should be like, um, the firmware, or... Um, Um, yes, sorry, if especially if you do the upgrade, like if during the update, you like, um, yes. Oh yeah, that's okay. The. uh huh uh huh uh huh uh huh
14:00
Speaker 1
Okay. So that wouldn't have yeah, so that wouldn't have been last week then, so that's okay. Um, so in your in your expert opinion, uh, assuming money is not an issue, which of the new systems should I go? Should I go future proof with seven or should I just be satisfied with the six? Well, the newer ones are seven, like our phones and things like that, but there's a lot of a lot of legacy things in the house that are still, you know, not nearly as smart as that. Yeah. No, I understand. No, I understand. Right. Yeah. The 2.45. Right. And two point or the 5.0 or the or the 6 gigahertz one. Right? Now, um, would the if the if the router gets too warm, would that be maybe something that would I should look out for? It doesn't. [silence] I don't know, probably. It probably might impact something that might impact the, but it's just nothing to, it's not consistent, is it?
16:00
Speaker 2
It's still not like really um use the seven connection. You will not really maximize because most seven right now are, they're still like dual brand or triband and that 2.4 can still be connected with the um the, what they call this with the um older um Wi-Fi that 2.4 connection. Um, yes. Um humid. Um that could be [silence]
17:00
Speaker 1
It doesn't appear to be too hot. Not it's not hot to the touch, but there there, you know, it is warm. <snaily> Yeah, no it's not not's nowhere near that so. okay, well, I'll I'll I'll keep an eye on the thing and I guess I'm potentially gonna have to buy a new one. I think Yep. So if I if I if I switch the nodes <snaily> all right, I'm going to
18:00
Speaker 2
Also, you it's It's kind of warm, but it's normal for most devices it's going to be warm, but that will not like feel like really hot that when you touch it that you can't really hold it Okay. But observe it first. So observe it first. If again, if it is like recurring problem, then you may try to switch, reset the device and reconfigure or observe the connection from the modem if there is issue as well on the modem.
18:00
Speaker 1
All I have to do is hit the reset button. Okay. Okay. Is there anything else that I need to do? Oh, okay. Okay. And, and, and the original one that has, the original one that has been the router and not a node, I'll have to do the same with that, I presume? Okay. Okay. Right. Yeah. Okay. I'll, I'll give it a whirl and see what happens. Okay. Thank you. Thanks.
19:00
Speaker 2
Yes. Like reset and then just until the light, I reset it for like around 20 seconds and after 20 seconds the light will turn purple. Okay. Then you can then set it up as you, as a parent mode. Okay. Then observe it if will have the same problem. Yes, reset also sir, you have to reset it. So that it can be also set up as a child. Okay. But if you need assistance to set it up the devices like if you want, if you decide to switch now, just give us a call, first. Okay. You're welcome. So you may also check our website that's support.linksys.com. Okay.
19:00
Speaker 1
Okay, I will. Thank you. Bye. Bye. Bye. Bye.
20:00
Speaker 2
you're welcome, so, thank you for calling Linksys, this is Carla, good bye for now.
20:00