Speaker 1
Hi. I've got a, uh, MX5030. I'm trying to, uh, use as my parent node in a mesh network, and I can't get it, I can get it to connect, but it won't connect to the internet. I need help. That's the first time I've set this one up. I have, uh, um, this was the new parent node to my existing one, uh, I've talked to you before, uh, I've talked to Linksys before to set up [silence]
00:00
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. [silence] Hi, thank you for calling Linksys technical support. This is Rio. How may I assist you for today? Uh-huh. I'm sorry sir. Is this is this the first time you set it up or it was working fine before? [silence]
00:00
Speaker 1
No, I recently purchased that reset it and went through the setup steps in the app and I've gone through the resetting it, power off, power on, reset the modem, probably six times by now. I spent six hours so far. I can't figure this out. Yep, it isдах752Z-43F10M33B00975.
01:00
Speaker 2
Okay. You've mentioned the device that you have right now is MX8500. Did you just recently purchase this device or it is used before? [silence] Oh, I see. I do apologize for the inconvenience, sir. Now, sir, for us to troubleshoot the device, may I know what's the your number of that uh router?
01:00
Speaker 1
eBay. Sorry, I didn't understand. Three. Correct. It wasn't recently. I don't remember when I called you. Um, yeah. But, sure.
02:00
Speaker 2
Uh where did you purchase this device? Okay, how many MX 2000s do you have? How many MX 2000s do you have? Uh okay. And then 1,8500, correct? And did you call us more than a year ago or just recently? Okay. I'm sorry. Let me let me just confirm again the serial number, for that it correctly okay. F1 FM.
02:00
Speaker 1
nope, Stop. uh, Stop. three three B as in Boyb, correct, as in bumble bee, as in Boy. Yes. Ready? I I I have to fly
03:00
Speaker 2
33E-00975. Go ahead. I'm sorry, that's 33B. All right. OK. If, sorry, I tried to check the number you used to call right now, but I wasn't able to check a record for you in this system. Do you happen to have your email address? Sure.
03:00
Speaker 1
S-L-E-D-O-G-1-0-0@hotmail.com. Okay. First name is James. Last name is green. G-R-E-E-N. spectrum internet. Sure.
04:00
Speaker 2
Yeah feel the same all right I guess you called that more than a year ago here sir cuz uh wasn't able to pull up any records of you because if you called us more than a year ago we just recently changed our case management tool. We don't have any record of you here in the system. So I'm just going to create a quick record. Can I have your first name and last name? Got it. Thank you. And lastly sir, who is your internet service provider? All right. Thank you. Can you give me just three minutes and we just fill in everything first in the system? So we'll have
04:00
Speaker 1
Uh, yes, the eight thousand five hundred is the new parent and then I have the uh 2000s, which will be the uh the child nodes. And I have those serials and numbers too, if you need them, okay. Flip it back up. I turned it over to right now. It's solid blue. When I reset it, it was solid purple. Went allowed it to uh, fire up and now it's solid blue. I'm sorry, you broke up. Could you say again? Are you still there?
05:00
Speaker 2
it's okay. No worries. three, four. Great. So right now sir, for the main node, MX 8500, what's the light indicator showing? It's not showing anything. Okay.
05:00
Speaker 1
No, it's been on. No, it's been on for quite a bit. Again, I've reset the modem. I've reset the uh 8500 and to no avail. So, it says connected, but no internet. Oh, in the back of the modem, there's uh the one cable that runs, runs up to the uh, I think it's the yellow port. Yes. The bottom yellow port of the 8500. Oh, I'm sorry. Just one. That is correct. [silence]
06:00
Speaker 2
you just did you just turn it on or it was turned on before you call us here. Okay, uh, and then you still don't have an internet. Is that correct? Can you try to check for me your physical connection from your modem from spectrum how many Ethernet cable connected at the back of it? I'm sorry, how many Ethernet cable connected at the back of the modem? Okay, and that is connected to the Linksys right? So in the Linksys device.
06:00
Speaker 1
uh the one coming from the modem plus four more. Correct. Uh one's my TV, one's a uh Samsung uh home device. The other one is my laptop right here that I was trying to use to troubleshoot this whole issue. And the other one uh uh feeds another node that's currently unplugged right now. Correct. It says connected but no internet. I know, that's what the troubleshooting says and I can't figure this out. So,
07:00
Speaker 2
you're saying you want, there are four more Ethernet connected at the back of the main node and where it is connected tong, which devices, okay, just to confirm your main node shows blue light, but you still don't have a Wi-Fi signal? [silence] Or does have internet.
07:00
Speaker 1
Yeah, I don't know. I tried resetting IP addresses and everything else. I don't know what else to do here. Um, how can I check if this has internet? Because I have a Ethernet from the 8500 to my laptop. Is there something I can do to check internet? Because when I went to the links to support page, it won't load. Okay. Yep. Okay. Yep. That's what I did and the YouTube page did load on my laptop with the ethernet connection. Should I turn that off and try a Wi-Fi? [silence]
08:00
Speaker 2
But... Mm-hmm. You just open a browsers or a regular browser. Go to YouTube. Try to open YouTube sir in that computer. Mm-hmm. You can use your phone sir and go to your Wi-Fi settings. If you have in. [silence]
08:00
Speaker 1
Okay. Okay. So my laptop is. Alright. So I should disconnect the ethernet cable from my laptop. Yeah. Yep. Internet access. Okay. Uh, YouTube pops up and it says I have internet access. Now how can I connect a a node? Does? I'm I'm sorry. Say that again. Please. [silence]
09:00
Speaker 2
No, internet already for the main node you can you can disconnect it to so you can connect to the [silence] interested node okay uh all of your child nodes you can gather it around near to the parent node at least two to three feet you can turn them around okay uh you can gather all of your child nodes nearby to the main node okay uh let's disconnect device from your uh Wi-Fi okay uh [silence]
09:00
Speaker 1
[KEEP_UNCERTAIN] Okay, um, can you hold on a minute? I'm going to need a second to be able to do that because I was doing them one at a time and not having any luck, so, okay, hang on. Okay, hang on. I've got two.
10:00
Speaker 2
primary nodes, sir, in one location, at least 2 to 3 feet from the main node. Turn them on. All right, go ahead. Gather them all around, sir. [silence]
10:00
Speaker 1
Okay, I've got them all here. Yeah, got them all here. And should I go ahead and plug them in? Okay. Yep. Yes. Well, actually, one of them is going to be an ethernet connection. At least that's the plan. Okay. I understand.
12:00
Speaker 2
yes, sir, [silence] at least 2 to 3 ft from the main node. [silence] All right, and then it's wireless, wirelessly, sir, right? Okay, so just leave them be. Ah. [silence] But, at the moment, sir, do not connect it yet via internet cable. All right. Okay, so just let them be. Uh, give it at least three minutes for it to reboot.
12:00
Speaker 1
[silence] I'm trying to find places to plug everything. [silence] It's not easy when you get whatever's already plugged in. [silence] Apologize. I know your time is valuable. [silence] I really appreciate you being patient. [silence] Okay, where we are? [silence] Okay. [silence]
13:00
Speaker 2
It's okay, sir, just take your time.
13:00
Speaker 1
Got one. I'm still firing up, but I got, excuse me, two that are flashing blue and one that is flashing red. So they're still, right. I didn't realize there'd be so much running involved in setting up a mesh network.
14:00
Speaker 2
Okay. All right. Give it some time. I want to make sure that there should be a solid light at the top of it.
14:00
Speaker 1
Now they're all flashing blue. Oh, I got one that went two, that went solid purple. The other one is solid blue. Yeah, it went from flashing blue to solid blue. Do I need to ... yeah, should I reset that one?
15:00
Speaker 2
the other one stays solid blue? [silence] Did you try to reset this node, sir? [silence] Uh yeah, can you try to reset that, sir? Check if while holding the reset button, sir, because you should hold it for 20 seconds. While holding the button, try to observe if the light will stay blue or it will change to red.
15:00
Speaker 1
red red blue red red now it's off I'm still holding the button now it's back on and blue solid should I let go of the button? all right now it's flashing blue [silence]
16:00
Speaker 2
Yeah, you can now let go. We'll wait for the device to turn solid purple. [silence].
16:00
Speaker 1
It's funny. So that, as while you were talking, it turned purple. So now all three are a purple, solid purple. Uh, right now, about six inches.
17:00
Speaker 2
How was it right now sir? What's your light indicator for the other nodes? Okay perfect. How far is this again this this child node from the parent node? Okay
17:00
Speaker 1
What do you mean? I'm looking at all four. Yeah. Okay. The reset button, you said, right? Okay. Did is one, two, three, four times. It went white, pink and now it's solid blue. I did one, two, three, four
18:00
Speaker 2
Now, sir, can you try to go to the parent node. Uh, in the parent. Okay. Try to try to go to the the parent node and press the reset button five times. Not too fast. Yes. Press the reset button five times. Not too fast. Uh-huh. And can you tell me what happened to the parent node? You pressed the reset button, sir, not too fast like one press per one second.
18:00
Speaker 1
Oh, yep, actually one of them is now flashing red. Went from solid purple to flashing red. The other one is flashing purple. And the third one isn't doing anything yet. Okay, they're all flashing red and the other one's staying. What's it doing? Nope. Now, they must listen to me. The third one is flashing purple now.
19:00
Speaker 2
can you check for me if your child nodes React to what you have done so far? Okay, so let's give it some time. All we have done so far is we we added your nodes using the five press method. We're going to wait for maximum seven minutes. [silence]
19:00
Speaker 1
Okay, now all three are flashing red. So whatever magic you're doing on that end seems to be working because they're reacting, which is more than I could get anything to do.[silence] Okay, first one just went solid blue. Oh, change back to solid red. Now the second one went solid blue. This is silly. Okay. The first child node is solid blue. Second. third node is solid blue. at least for right now they are all solid blue. Oh, sorry, number three number three just went back to red. Got you. All right. They're all back to solid blue.
20:00
Speaker 2
Give it some time.
23:00
Speaker 1
[silence] No, staying solid blue. [silence] Okay. That's-- Sorry, go ahead. Yeah, yeah, let me start doing that. Okay. [silence]
24:00
Speaker 2
All right so right now sir all of your machines devices are already been added to your network meaning to say right now they do have already internet. You can unplug all of your nodes and then you can uh relocate them individually. So that's one at a time. You're going to turn on the first node. Wait for it to stay blue and after that that's the time you're going to turn on the other nodes and so on and so forth. Can we try that right now. All right okay.
24:00
Speaker 1
First node is moved and plugged in
25:00
Speaker 2
Okay. Let's wait for it to turn solid Blue. [silence]
25:00
Speaker 1
This is flashing blue to flashing red. Now, in the future, if I choose to move one of these to a new location, same procedure. Just do one at a time. Is that correct? Okay. Yeah, that's a bit of information I didn't glean from [silence] Anything I uh anything I was able to read in the manuals right? Okay, that's gone from flashing red to solid blue. Okay. Yep. Nailed it. Back to red. Okay. There we go. Back to blue. Okay.
26:00
Speaker 2
Okay. All right. Give it some time. Okay. Supposed to be the correct sequence. It should turn blue. After a while, it will turn red and then it will turn back to blue. Then it will turn blue. Okay. All right. Then you can now proceed to the second node, Sir.
27:00
Speaker 1
Right now, it's solid blue. It went from the flashing blue to the flashing red to the solid blue. And now it's back. Just changed. Back to red. One more sequence to go, if I got this figured out now. And solid blue. Okay. Getting my steps in today. My dog thinks this is funny. Me running around the house all over the place.
30:00
Speaker 2
How is it right now for the second child notes? Ready to go Red Red. All right. Go ahead for the third one. [silence]
30:00
Speaker 1
[silence] let's getting all your plugs behind furniture. Right. Sir, it was plugged in. No.
31:00
Speaker 2
Okay. All right. Give it some time and then wait for it to turn blue. [silence]
31:00
Speaker 1
[silence] Read. Okay. [silence] Third one is solid blue. Okay. I'm on the I'm out . [silence] Where am I? Same room as the third child. [silence] Let's see. And [silence] Still connected.
34:00
Speaker 2
Okay, all right, that's good to hear, sir. All of your nodes are solid blue. Would you try to check your uh your phone if you're on your phone, check if you still have Wi-Fi there. Mm-hmm. Okay, check YouTube.
34:00
Speaker 1
Yep, still says connected. Wi-Fi 6. Maybe it's because I'm not by the... Standby. Go to a browser. YouTube. Trying to load. I have all the titles, but no screenshots, no... Now, that's out of the
35:00
Speaker 2
Does it have an internet?
35:00
Speaker 1
I'm standing next to the third child. Should I go to the, should I go next to the parent? yeah I guess that's what I'm gonna do right now. close all this. I'm saying five out of five, with a six next to it. I just went to YouTube, and I have it's loading, but it's just not happening.
36:00
Speaker 2
No, no sir. You should try to just stay there in that location because the reason why you have your mesh system, so it can extend your network. You should have a network there. Can you can you try to refresh the page? How many signal bars or Wi-Fi bars do you see in the phone? Oh, okay. Right. Yeah, check the quality of the internet.
36:00
Speaker 1
o I've reset everything I should probably forget my Wi-Fi settings and redo those so it refreshes all the uh DHCP and the IP and everything yeah YouTube is okay this is Google let me try Edge or something I have Edge and Brave yeah Edge
37:00
Speaker 2
You can try in your phone. But you're going to add it again or you can try to open any web browser. Right? If it will load.
37:00
Speaker 1
the history is loading, but nothing else. Yeah, let me try. I renamed it to my, uh, my home Wi-Fi, uh, name, which is Velasco router. Yeah, but yeah, edge is not, edge is not loading. Uh, I do have that laptop I told you about. Um, okay. Let me close these. Those that's what I'm going to do. Go onto that and I'm just going to have it forget. [silence]
38:00
Speaker 2
What's the wifi name you are connected now, sir? Uh-huh. Uh-huh. Go ahead. Do you have other devices that can try to connect to the Internet? Uh-huh. Or? Go ahead. Or try to turn off the wifi of your phone and then try to turn it back on.
38:00
Speaker 1
I have a search for, pop that as connected almost instantly. Okay, I got out of Wi-Fi settings, get back into, let's say chrome. It's a good site. That one. There. I haven't been to that one. Okay. That one loaded good. Yes. working good here. Yeah. No. I think we're working. I probably have to go around and forget an awful lot of networks and reconnect them, but I I got a grip on that. No problem. I think we got everything. Yeah. Sounds good. Hey, I want to thank you very much. You're very patient and I really appreciate it.
39:00
Speaker 2
Okay. Okay, I can find there in that location. Okay. All right. Okay, good to hear. It should be. Now, yes, sir. Anything else I can assist you aside from this? Okay. Okay, that's good to hear, sir. So, sir, thank you so much for your time. Right now, if you need again assistance, you can always call us back here, okay? You're welcome, sir. It's our, it's our honor to assist you. Cause you.
40:00