Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Linksys, this is Elle. How can I help? Yes, sir. [silence]
00:00
Speaker 1
Best but there is one radio that or two routes that aren't picking up or communicating with the main hub or main router. I'm just wondering if you'll be able to help me resolve the issue. [silence] Yes. [silence] The number of the links router. So I'm this is my first time ever doing anything like this, so bear with me if I am not up to par with your speed. Um, would that what what would that number look like? [silence] Oh, oh, it's zero number. Yeah, I found it. Uh that would be 72 E 1 0 M for Money, 2 B F 2.
01:00
Speaker 2
And yeah, we can double check that one sir. Your internet service provider is community fiber, right? Okay. Can I have sir the can I have a serial number of the links is router that you have? Uh, serial number sir, it's, um, it's 14 characters combines with numbers and letters. Yeah.
01:00
Speaker 1
27503 or F for fish sorry yeah that's correct we have I believe we have four or five I think does it matter because I can quickly ask the the purchaser [silence] comment does it matter four and yeah and then [silence]
02:00
Speaker 2
after B for Bravo so is that S for Sam [silence] ah okay, thank you so much, let me just double check that one [silence] okay so this one says uhm SPN M60 right? How many do you have? So four nodes in total?
02:00
Speaker 1
five including the main router um they all look like the same i think so where the email address should be [drive-email account].com that's j-e-u-n-e dot p and i t m-o dot com yes
03:00
Speaker 2
Ah, okay. So, four you have four child nodes. Are they all SPN M60? Okay. All right. Let me create a case ticket first, the one, sir before we move forward. Um, can I have, sir, an email address? I'm sorry, sir. J E U N E.
03:00
Speaker 1
[silence] There's a lack of communication between the main hub. It doesn't seem to be like properly connecting, which is strange because I've been told many times that it could be a range issue but where it was set up previously it had been it showing a solid white light for maybe a couple of weeks and then it just one day stopped and it hasn't been able to reconnect since then. On on another note the the wi-fi is very strong when it's wired in. I have one one of the the main hubs. I have a very long Ethernet cable plugged directly into the PC or the computer upstairs.
04:00
Speaker 2
And I'm sorry, sir, what's your issue again, sir, with the SBN M60? Uhmhm.
05:00
Speaker 1
No, the Wi-Fi is very strong. It's just when it's wireless, it doesn't seem to be supplying the same amount of Wi-Fi or power, I guess.
06:00
Speaker 2
about how many meters? okay how many child nodes does it have that issue there? all of the child nodes? two. Okay. okay. And what's the color light of those child node right now sir? Solid blue. Okay. And then the parent node what's the LED light of the parent node? Solid white. Okay. How far away are those child nodes right now sir with the parent node? about how many meters? okay.
06:00
Speaker 1
uh, so it's no more than five feet away, like, or three feet away, even. Yeah. Um, I think all of them are wireless, except for the main hub, which has the, um, uh, ethernet plugged into it. Right. Um,
07:00
Speaker 2
Oh, okay. Alright, that's good. And there's no, and then there is no ethernet connected to it, right? They're all, two of them are wireless right now. Okay. Alright, I'll double check something here, sir. And before we proceed with the child node, I'll put you on hold for like two to three minutes then I'll be back. Okay? Thank you so much, sir. Stay on the line.
07:00
Speaker 2
Hello, sir. [silence] thank you so much for patiently waiting on the line. So, um, yeah, for that one, sir, do you have a do you have aside from your phone, do you have other device that we can use like a computer or a tablet? [silence] Ah, okay. So, um, on your computer, sir, that's connected to the parent node's wifi, right? Ah, okay. Um, can you open a browser, sir, and then go to, um, 192.168.12.01?
11:00
Speaker 1
Yes, I can. Uh, it says, oh, it says your connection is not private. Tack of my mate. Yeah. Uh, yeah, I've connected. I mean, I'm on, though. I've sent out. Yeah. Router password. Is it, is it the same one, like, for the Wi-Fi, or is there the specific router password on the actual router itself? Okay, yeah, I have it. Yeah, I've got it. One second. I'll plug it now. I, uh, I I
12:00
Speaker 2
into dot 168.1.1. yay that's normal sir for the uh page um do you have an option to click advance and then proceed Okay, it's asking you to log in, right? Okay, do you know your router password sir? Did you set up a router password? Um usually it's the same Wi-Fi um it's the same Wi-Fi password by default. Okay,
12:00
Speaker 1
and I'm loading in a I've logged in. Uh, so I have on the left, it says port one, port two, port three, and then W and on the main part of the screen, it says the, um, one of the nodes, I think that's the main node, and then underneath it, I've got um, one, two, three other nodes. Oh, I think I only have three nodes and then one main node. Apologies. Um, yeah, two of them are offline. Oh, would it be one full, no devices on one of them, obviously say offline. Yes. I'm there.
13:00
Speaker 2
Okay, what do you have on the page there? Okay, I'd like you click on the menu, please, then click on Instant Topology, and then for those that had a mis configuration let's go over to avaya Expert here and log into that and then click on the Sim here and log in, then we can browse a session.
13:00
Speaker 1
Yeah. Okay. Do I do? Okay. Um, just real quick before we, before I do that, there's one node that I changed the name of, um, to my room that I've called it the node and then my room, um, that one is blue currently, but it doesn't say it's off-line, it says it's wired, but it's also sort of blue. Can I disconnect that one also? Disconnect all of them. Do you, so you want me to basically just disconnect them all? [silence]
14:00
Speaker 2
Yes, offline nodes, sir. Those, I think, those are the nodes that are solid blue right now, right? Okay. Can you select that one, sir, and then, do you have an, and then check if you have an option to to remove node from network, okay, let's remove that one, sir, before we add it back? [silence] Yeah, you can actually, sir, but for that node that is currently wired, maybe we can disconnect that one for the meantime. Oh. uh, sir. Away.
14:00
Speaker 1
Even if the main one is white, yeah? Okay. I'm not sure if the cruise thing can because of my I don't I don't have I wouldn't have signal. otherwise should I still go ahead and do it? All right. I will do that now. Okay, I'm removing the nodes now. One second. processing. And with the one that is saying it's wired. That isn't working.
15:00
Speaker 2
solid blue so at least we can properly re-add them back to the network to establish a good connection. Yes. Even the main one is white. But do not, uh, do not disconnect, sir, the main one, just the child nodes. So we'll leave, so we will leave the parent node as it is. Okay.
15:00
Speaker 1
Is there a way I can remove it? Because when I press on it, it doesn't give me an option to remove node from network. Is there a way I can remove it? It is. It's plugged into the same extension, but it's not wired to the actual node itself. Uhm. I thought it was. Uhm. If you give me one sec, I can actually go around the house because I, as I thought it was um just the one in my room. And there's one more, but I will actually go and find out. If you just give me one second, I'll be back. One sec. All right. All right. Thank you.
16:00
Speaker 2
[silence] [silence] for that one. Sir, what color again of that node? Blue. Okay. Can we disconnect that one to the um that is the node that is wired to the parent, right? Oh, okay. So, how many how many nodes are solid blue, sir? Uh huh. Yeah, sure, sir. Take your time. I'll be here. [silence]
16:00
Speaker 1
OK, I'm back. The two is - OK, so I've confirmed there's three nodes, two - three child nodes. Two of them are flashing red and then one of them is solid blue.
17:00
Speaker 2
Okay. So can we move that one nearer to the parent nodes for those flashing red?
17:00
Speaker 1
Do you mind to move them closer to the parent node? Okay, I'll do that. I'll be back. Then.
18:00
Speaker 2
yes, at least five feet to the parent node.
18:00
Speaker 1
Okay, I'm back. I've plugged them all in. [silence]
19:00
Speaker 2
Okay. And then let's give it some time there for those nodes that are blinking red, because we have to reset that. [silence]. Okay. And then let's give it some time there for those nodes that are blinking red, because we have to reset that.
19:00
Speaker 1
Okay. [silence] Am I waiting for them to turn blue or? [silence] Yeah. [silence]
20:00
Speaker 2
Let's give it like a minute sir and then I will let you reset them. Are they blink are they back to blinking red. Oh okay. So I reset
20:00
Speaker 1
I'm going to be there. Okay. Reset button. Oh, at the bottom. Okay. Okay. One of them is blue. So I would not want one. All right. I'll do it.
21:00
Speaker 2
You can do the other one, sir. This it also.
21:00
Speaker 1
also one second. Okay, they're all blue. Solid blue. Oh, uh, no, never mind. They're blinking blue.
22:00
Speaker 2
Okay, blinking blue, sir or solid blue? okay, right, let's give it some time.
22:00
Speaker 1
Yeah, two of them. I'm going for the last one and I'll let you know when that one's done. Okay, they're all sorted, Bea now. Done. Done it.
23:00
Speaker 2
Let me know sir if those child nodes are solid blue. Okay. Okay. All right and then try to refresh sir the 192.168.1.1. And then how many are offline sir?
23:00
Speaker 1
[KEEP_UNCERTAIN] Let's out to... topology. One second. It's not. It's only showing there's two nodes now. It's showing that the, the one that I initially had an issue with. Saying are wired, but wait, let me go off it. Let me open it again. I'll close the whole page and reopen it or. I'll do that now. I'm not getting back in though.
24:00
Speaker 2
yeah go back to instant topology menu and then instant topology ok um you can sign out on that one so you can log out and then let's try to log in back
24:00
Speaker 1
Still no one's. Any two? Two. Strange. Oh, yeah, yeah, I looked that up. Looked back in. Three.
25:00
Speaker 2
Is the other nodes, they're still showing wired. All right. Okay. But you've already signed out sir, right? Or you've already log out and then log in back. Okay. Okay. How many do we have sir, solid blue? Three, okay. Three child nodes, okay. Can we turn off the parent nodes sir for like 60 seconds. [silence]
25:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. If the call ends, I'll join my data and you could, uh, call me back. That'll be, I'll pick up straight away. Okay, once I, okay. Um. Uh. Hopefully not. I don't, I maybe Maybe it would. I don't know. Um, uh. Now. Yeah. Uh. [silence]
26:00
Speaker 2
son, and then plug it back in. Is it possible for us to restart the parent node? [silence] uh, okay. Yeah, okay. Um, I'll I'll give you a call back sir in five minutes. [silence] After five minutes. [silence] So at least you have the time to uh at least we have the time to make the parent node back online. [silence] Uh, Will the call be disconnected, sir, if we if we restart the parent node? [silence] if we power cycle it up? [silence] Uh, okay. [silence] Uh, okay. Okay.
26:00
Speaker 1
Oh, um, it's the first time I've seen this. So the this node is the same model as all the other nodes, but there's a where the where it's plugged into, there's like a a flashy extension thing. I don't know what that is. [silence] The model on this one is um S-P-N-N-6-0. Yeah, but this is where, but then I don't know where the mother mother note is or the mother whatever is called. The parent, if the parent node, what does the parent node look like? Because I I thought this is it because all the wires are connected into it, but um Yeah, no, this okay then mine is the parent node. Oh, I didn't get.
27:00
Speaker 2
What's the model, sir? SPN. So same with the other ones? Okay. So that's not connected to the parent node, sir. The parent node, the parent node is the one that's connected to your Internet Service Providers, sir. Wired. Okay. Okay. Did you plug in back, sir? The parent node.
28:00
Speaker 1
- plugs. Oh, actually don't plug it here. One second. Okay, it's unplugged. I'll plug it back in. Okay. Understood. Can you still hear me? Okay, perfect.
29:00
Speaker 2
okay. So, uh, not yet say, let's give it like 60 seconds, then plug it back in. Yeah, I can still hear you sir.
29:00
Speaker 1
Okay, plugging it in now. I plug it back in. Okay. [silence] [silence]
30:00
Speaker 2
Okay, so it's already 60 seconds, uh you can plug in back to the parent node. All right, so let's wait for that one, sir, to turn solid white. Then we'll proceed, sir, with the child node.
30:00
Speaker 1
uh, it's solid white now. okay. 192 we are loading back into it now,
31:00
Speaker 2
Alright so let's connect to 192.168.1.1 and then L, let's go back to the menu and then
31:00
Speaker 1
Okay, it's showing the main non- Yeah. Yes, I see it. Yes. Correct. [silence] uh it still says search for nodes [silence] all the [silence] routers are blinking white though [silence] all the child nodes [silence] okay thank you [ silence ] [ silence ] Both of you [ silence ] [ silence ] [ silence ] Oh, okay, it's it's it's done, or it says um it says add nodes confirm all nodes are here, try again next, but they're all with a green connection bar.
32:00
Speaker 2
Okay, that’s good. Then you can click next on that one so if all the child,
36:00
Speaker 1
Yes they are. Okay. And oh, OK, look at that. Yes. So um, because I wouldn't like to move them back to their original positions. Would I have to wait uh like 20 min, 30 min CDB for them to um act next to the parameter bow, or could I move them back now? Or what's the situation from now on? Ah, thank you so much.
37:00
Speaker 2
solid wait, sir? Okay, that's good. Yeah, we can just wait, sir, maybe three minutes. And then if they're steady solid white for three minutes, you can move them now. So, I'll just set the timer for you, okay? You're welcome. [silence]
37:00
Speaker 1
yes it is. perfect. thank you so much. should I stay on the call
40:00
Speaker 2
So it's in. so it's already three minutes there. s still solid white. okay so you can move the child modes back to their preferred location there and you can take your time. you're welcome there.
40:00
Speaker 1
Oh, let's see. Okay, just give me one second, then I'll be back. Thank you. [silence]
41:00
Speaker 2
No, I can wait on the line, so just uh, we'll have to make sure that once you move them on your preferred location, they will turn back to solid white. So, we have to make sure everything is up and running. Yeah, no worries, sir. You take, uh, you take your time. I'll be here.
41:00
Speaker 1
can I move them into that previous location and I'm going to check on each and every one of them now okay this one's white that's good this one's solid red right now oh flashing red oh it's just turned white and then the last one
44:00
Speaker 2
Okay, sir. Thank you.
44:00
Speaker 1
I've just connected it so I'll probably just wait a second for it to turn white. Oh, it just turned white. Perfect. Yes, it's correct. It's okay. It's okay. Um, so, what should I do now then, just, all right, I'll borrow my little sister's and her device to do a quick Wi-Fi test and I'll let you know if everything's working smoothly. I think you can only hear one. Yeah, give me one second then.
45:00
Speaker 2
Okay, so everything is solid white now, sir. For the child nodes. Okay, you can double check, sir, if we still have internet connection. And then, if you're good, then you can observe the device for like, maybe 24 to 48 hours. Just try to access, um, just try to access any websites. Um, you can also try other devices to check the connectivity. Okay, sir. I'll be here.
45:00
Speaker 1
internet connection on other uh devices and it seems to be working fine. All right, sounds good, thank you so much. you too, bye bye.
47:00
Speaker 2
okay, that's good, too. And then, you can observe the connection within 24 to 48 hours, and if you've noticed anything, you can just give us a call back, okay? all right. You're welcome, sir. Thank you as well for taking the time calling Linksys. Take care. thank you, sir. Bye-bye.
47:00