Speaker 1
Thank you very much for picking up. I have a Linksys system and I have the Wi-fi 6 Tri band system and I have I need help setting it up. My system is telling me that it's not getting proper signal coverage. Can you help me resolve this problem, please?
00:00
Speaker 2
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, paid support may be available. 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. Hi, thank you for calling Linksys technical support. This is Rio, how can I assist you for today?
00:00
Speaker 1
you've like a number of remote of these in the house and I have them, three of them hardwired to the the the router. The others are Wi-Fi. One of them for some reason, even though I hardwire it to the the router, it it is connecting Wi-Fi to the main one as opposed to to the hard connection to the internet. My question to you is, is this something that I'm doing wrong because it's kind of it's choosing to go Wi-Fi as opposed to the the wired connection to the router.
01:00
Speaker 2
I'm sorry, sir. Let me just confirm by the way. You're one node.
01:00
Speaker 1
Yes, yes. Because when I, yeah, because when I go on your app and I check all my nodes, um, obviously the main one, it has the little blue thing showing that it's connected wired. I have another mode that says it's connected wired, but this mode, for some reason, it says that it is not connected wired, but it is connected Wi-Fi wise to the main node, as if it is choosing to go through Wi-Fi and not through the wired connection. Now, the light is [silence]
02:00
Speaker 2
It's hard to wire to the router, correct? Okay What do you mean by it's choosing Wi-Fi instead of using the hardware? I see What's the line indicated showing for that node? [silence]
02:00
Speaker 1
indicator is blue, it's fine. But when the light indicator is blue, but you know, when you go on the app and you check that upside down triangle, you can see that although it's blue, it's connected to the main one and the connection signal strength is low. Give me one second. Model number MX 8500. Yes, yes, yes.
03:00
Speaker 2
Okay so before we proceed sir okay before we proceed with the app just wanna make sure that I know what the product you're referring to what's the model for this known Okay Your other know sir is it the same uh model number as well Okay so originally sir for this uh appliance appointment
03:00
Speaker 1
Well, this one that I'm calling you about, which is the one, the one, the the one uh, you see that, that now you're asking a hard question. I'm not exactly sure how to answer that question. Theoretically, I must have set it up as wired but maybe, maybe maybe that maybe that is where the problem lies, right? no, yeah, I removed the wires and then I put them back on and uh and uh and it kind of still does it.
04:00
Speaker 2
For this node, is this setup wired or wireless? Mhm. This node, when you set up the system, is this connected hardware or just wirelessly? If it's wired then it's, did you try to remove the wire before? [silence] And then this happens in the app.
04:00
Speaker 1
Kuzhu's Wi-Fi. Understood. Give me one second. 43 f 1 0 m. 3. BB O. 6. 3. 8. 9. [silence]
05:00
Speaker 2
okay all right cuz it's impossible sir that that device will be the one will choose to be connected Wi-Fi cuz it will really once it's connected to the hardwired to a router it will automatically connect to uh hardwired so not Wi-Fi. Now, let me confirm sir, what's the serial number for this router please or for this note. [silence] Have you tried sir power cycling the device like uh turn it off, turn it back on.
05:00
Speaker 1
There is a reset button. If I press the reset button, what will that do? Okay. I, yeah, I see. I think it may be 3 8 Bravo 0 6 3 8 9.
06:00
Speaker 2
Oh, if you press the reset button of the device, it will delete your current node settings, meaning to say, it will set up, it will be back to its setup mode. Let me just confirm, sir, the serial number you provided me, because I was not able to pull up a record here. 4-3F for Foxtrot, 1-0M for Mary, 3BB Bravo, 06389. Yeah, that's correct. You will provision this [silence]
06:00
Speaker 1
My mistake. Sorry. I have, uh, I have, uh, uh, one, I have two of, two, and I, and I have the main one. Yeah. No, I've already called you in the past. Go ahead. Okay. Yeah. No, no, more than a year ago. Okay.
07:00
Speaker 2
Correct, that's the one. MX, how many MX 8,500 do you have sir? So you have three. Okay, hold on. Is it the first time, by the way, you called linksys? Uh, like more than a year ago or just recently? Okay. If that's the case sir, we just changed our case management tool. Meaning to say, we no longer have any information about the device that you have and also uh your information. So, I'm going to create a record for you in the system. This will be very quick. Can I know your first name and last name?
07:00
Speaker 1
First name is Carlos C-A-R-L-O-S last name G-U-I-A-R-A-R- A-E-S. As for Sam, C, like Charlie and nancy like Nancy same last name so Charlie, Nancy G-U-I-A-R-A-R- A-E-S like Sam at AOL.com. Uh I have my email service provider. Yeah, it's optimum.
08:00
Speaker 2
S for Sam, correct? All right. How about email address? Perfect. All right, thank you. How uh how about your internet service provider? I uh internet, sir, internet service provider. All right, perfect. Can you give me just uh three minutes, let me just fill in everything first in the system so I can create an
08:00
Speaker 1
Thank you. No, I never tried that.
09:00
Speaker 2
Case record for you. I'm sorry. Goodness. That's the next. All right, so sir, by the way, just would like to confirm. Have you tried uh logging in logging out to uh logging uh login and log out in your uh app? Okay, can we try to do that, sir? So that you can be able to refresh it there. because basically right now, you're
09:00
Speaker 1
Okay, so I can, I can, I can. You want me to do that as I'm talking to you? Okay. Yeah. My concern is I'm on the same phone. So I can do that. I can do that when, when, when we hang up, you know, I log out and like, and I log in. Do you think, for example, if I go back and two, into the set- I go online and two- Linksys and I do and go, go back and to the setup and reset up this node, you think that could help?
10:00
Speaker 2
device is you know uh connected hardware that's impossible that it's not providing you this information in the app. um yeah you can try that i wanna make sure. uh oh. no it's not sir you all just need to do is just log in and lag out because if your
10:00
Speaker 1
the horizontal line. I know it's a little. Yeah, it's like a horizontal line which shows that you're connected wire.
11:00
Speaker 2
So if you wanted to reset up the the the app it means it if means if you wanted you you wanted to reset your whole system, so by resetting your whole system current wi-fi name and wi-fi password will be deleted, so temporarily you won't have an internet, now in your case, by the way, it's just pretty odd. It's supposed to be not that kind of issue. So I just, you know, suggest that you can try to login and then, ah ugh, log, then logout and then login. And then we'll track if still the app shows that you are connected via wifi or wirelessly, because it should show uh not a signal bars or a wi-fi signal bars in the app, there should be a uh a icon. It should be uh um um an icon that shows like lot of dots. Correct, that should be the one.
11:00
Speaker 1
Exactly. And that, that's the reason for the call. So, your suggestion is log out of the thing and then log back in. In the app on my phone. And by the way, yeah, looking on the back of the 8500, there is on the right hand side, the place that you put the power cord. Then there's a place to say it says 5 Gbps internet. And then there's the other places which says ethernet. I imagine the right place to put the wired internet is the little window, it says 5 Gbps internet, correct? Yeah, that's what I thought, okay. So, your suggestion? Uh, no, don't. Transcribe this audio from the left channel.
12:00
Speaker 2
any and that should show there then log in back correct in your app in your phone now if do you have an sure go ahead correct cuz this is a child mode we're referring to right uh this is a child node we're referring to
12:00
Speaker 1
this I'm referring to to the to the to the then the the the 60 tribanned node, yes right right perfect. And, but I was just checking that it should go into the where it says internet not where it says either net. Yes, that, yes. The other node, which is working fine, is connected to the internet. That's where the connection to the to the wire is, or the 5BP as. So, that I just that's where it is connected and it
13:00
Speaker 2
Yeah, uh, it's a child node, a child node is the one that will be ahead of the under the parent node the parent nodes are is your main router. So other nodes will called be child nodes. Oh, I see. Hold on. 85. Let me check the ports. So you put it in the 5 GBPS instead of the ethernet port. Uh, uh,
13:00
Speaker 1
It's working fine. I'm just confirming that that is the connection. Yeah,
14:00
Speaker 2
Hold on. Let me double check. [silence] Hello, sir. [silence] Yeah. [silence] I checked the ports that you have there. [silence] It's OK, sir. You can put it in the Ethernet.
14:00
Speaker 1
It doesn't make a, it doesn't, it doesn't make a difference. Now, if I put both child nodes on the 5 g g gbps, could one be affecting the other, and that's why one is connected, it gets connected and the other not, or there should be no effect? Okay. Okay, so you what you're suggesting is, don't reset up, okay? Um, just turn the app off and off on and reconnect it and see if it happens. If it can correct. If not, call you back, right? Yeah, can you give me a call?
15:00
Speaker 2
or just in the five GBPS force... It will work, you'll have an internet. Correct. [silence] No, uh, no effect; uh, no effect, sir. Both should work since you are connected directly to the router. Uh-huh. Yes. Okay, yep. You uh, do you have a pen and paper so I can provide you the case number so that you'll not go repeat yourself all over again with your concern?
15:00
Speaker 1
Case number, please. Yep. One, three, two, four. I'll repeat, LTS 00132426. I appreciate that. You have a very nice day and thank you. You, too. [silence]
16:00
Speaker 2
[silence] all right, um, you ready, sir? All right, that would be L for Lima, T for Tango, S for Sierra, and then 00 1324266. Yes, sir. So yeah, uh, if you're if if the resolution I provided to you will not uh, still there is no no difference, you can call us back. I've documented everything what we have discussed today. So you're not going to repeat yourself all over again. All right? Okay, thank you so much, sir. Have a nice day. Bye-bye.
16:00