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, 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. [silence]
00:00
Speaker 1
So, um, I have a link, um, system, um, tower for my internet, and, um, we had a power outage here in Greenwich uh yesterday. Although I, I have a generator, so the power stayed on. But now I am, and I have optimum, and I've spoken to optimum, and their modem is fine. They said it was working. It's a problem with the Linksys, um, that I have, the tower. So that's why I am, I'm calling because they said I had to call the company. To, um, to get this reconnected. I cannot connect my Wi-Fi to my laptop.
02:00
Speaker 2
Hi, thank you for calling Linksys. My name is Clark. How can I help you?
02:00
Speaker 1
to my printer or to my phone. I have no uh I have no internet connection right for Wi-Fi. Mobile is working. I have my TV is working and you know that that's my phone. My landline is working. But they checked everything out and they said that it's a problem with the Wi-Fi uh connecting connection. Okay. Patricia. Yeah. See? Yeah See it. I did see it.
03:00
Speaker 2
I see. So you're not getting any internet connection at all, ma'am. Is that right? Okay, okay, got it. Thank you so much for that. So, in order for us to further assist you regarding on this one, I need to gather some information first in order for me to create a ticket on our system. Um, can I have your uh, first and last name? Okay. All right. Patricia C. Is that right?
03:00
Speaker 1
Correct. C.E.A. Hmm. Yes, 203-962-4354. Okay. Hmm. Yes, that P.H. C.E.A. AOL.com. I have two. And I have the so my ring my ring cameras are offline also because the internet's not working.
04:00
Speaker 2
Oh, say CEA. Okay, Sarah. All right. And then can I have also your phone number please? All right. In case the call get disconnected, I'll be using these phone numbers that I can give you a call back right away. Okay? Can I have your email address also? All right. Since I already have your links, since I already have your personal information, then I'll be asking up for information of your Linksys router. By the way, Patricia, how many Linksys router do you have like total? Two routers. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 1
what it's uh, what color is it. It's sort of like a a reddish uh, like a deep deep reddish pink. And that's the color that. Yes. Yeah. It's it's it's been um, I mean, that's always the color that it is. So, seems like it's working, but obviously, I can't make a connection. I do have a serial number. Yeah. So, the serial number is 20 J 20 60 A 90 3370. Yes, three, three, seven has zero, correct.
05:00
Speaker 2
Alright, and then what is the light on top of the main node or the main router? Mm-hmm. Like a pink thread. Alright, can you tell me what it is, what is 3370? Is that right? And what is the model number?
05:00
Speaker 1
my uh the my uh the model number is um let's see oh recovery key i don't uh why is there's no model oh recovery key i don't know password serial number Mac address there's no where with the model number be i i didn't see any model number Oh, i see what you're saying yeah okay that's the only thing i didn't write down but uh to um i'll just see it it's uh let me see it's uh
06:00
Speaker 2
of this unit? If you see the word Linksys at the bottom of the device, usually the model number is next to that word. It's labeled model.
06:00
Speaker 1
let's see. Let's see WHW03V2. You're welcome. Yes. Mhm. Um, let's see. It says it was purchased. I have the purchase order. I purchased it um, November 2024. 2024. So it's not that old. It's just uh two years old. And I, I just
07:00
Speaker 2
Mhm. Alright, got it. Thank you so much for that. So, next thing that we need to do is, again, your internet service provider is optimum, right? Okay. So, here's just thing for this one. Um, can you still remember how long have you been using this Linksys router? Um, Patricia, oh you purchased this one November 20
07:00
Speaker 1
Yes. Twenty Twenty. Yeah, I, I, I have it. Uh, and I, and I even had, um, I had a Shure Eni protection plan for three years. Yes. Well, no, I have an order here, confirmation. I mean, I have it, I have an order here from Amazon, an order number and everything that it was purchased. I mean, the date on the, the date on the email here is November 22nd, 2024. I have an order number. Yeah, but I don't, I don't know if I'm going to be able to send it to you because I have no internet.
08:00
Speaker 2
Okay. Mm hmm. Okay. All right. Got it. Thank you so much for that. So what I need to do and that one Patricia is can you take a screenshot of that photo and then I'll send you an email so that um we will update our system um using that tool that you purchased this one November 22nd of 2024 Okay? Mm hmm. Yeah, that's fine. Okay. Yeah, that's fine.
09:00
Speaker 1
I can give you a order? I can give What? Right, I have to get my connection back. That's right. Yes. I do.
10:00
Speaker 2
You need to send the time later on. if we're able to get, um, your connection back, um, again. Okay? or online. Okay? Okay. Okay. Um, so you have two routers. All right, so. Just give me a moment. So bear with me then. Uh, just give me a moment. Do you have like a computer or laptop. Uh, Patricia.
10:00
Speaker 1
But that, of course, is not connected to the Wi-Fi either. Nothing will connect. The Wi-Fi is not working. Is basically what it is. Oh yeah, I pressed that several times. I unplugged it, I replugged it. Uh, I, I did all of that. I shut it off, I shut it up, put it on, pressed the reset, unplug it. They told me that an optimum, you know, unplug it all together and wait some some many seconds and then replug it. It boots up and the light comes on and everything, the right color and all, but yet, it's not, they said, there is no transmission coming from the tower is what it is. That's, you know, because they t
11:00
Speaker 2
Okay. okay. okay. okay. So, how about this one, Patricia? Using your computer, okay? um, by the way, before we start um doing some troubleshooting, Patricia, by any chance did you press and hold the reset button underneath of the parent node? [silence] All right.
11:00
Speaker 1
checked that and everything is fine with their service, but there's nothing coming and that's what it's saying too online, that it's just, you know, disconnected and it won't connect when I try to connect the one time.
12:00
Speaker 2
okay. so yeah, here. got it. thank you so much for that one, patricia, because here's the thing. since you mentioned that you tried to reset the router by pressing the reset button underneath of it by unplugging and plugging back in the router. by pressing the reset button, patricia, all the settings that you have configured on your router will be deleted and the settings will be back to its default settings. so the solid pinkish red that you saw on top of your parent node is actually an indication that the settings were back to its default. so in order for us to connect the Linksys router to the internet, we've got to verify the settings. so if you could just confirm me if you have tried to connect through your mobile phone to other Wi-Fi networks, fine. so we can see if that basically verifies that the router is working, or we'll have to go into the back end of the router and verify what's going on. and so, just to let you know that we only have an hour with this support, it would be best to figure out if your router is working that you've got other Wi-Fi networks that you can connect to.
12:00
Speaker 1
Okay. Uh huh. All right, let's see. Okay, so the Wi-Fi, go to the Wi-Fi and it says action, action needed. So manage Wi-Fi connections. So should I click on, click on that?
13:00
Speaker 2
So we need to configure it the way, it was before. So we need to start from the scratch, okay? So in order for us to do that, um definitely we'll guide you in how to. So we'll need to use your computer, okay? So on your computer, can you please go to your Wi-Fi on your computer and turn it on? Mm-hm. That's right. All right. So you click Wi-Fi, right? And you see all the Wi-Fi network showing as an available network. Is that [silence]
13:00
Speaker 1
None. pretty. Uhhh, yeah, it's showing. Yes. OK. Uh, my, OK. Wanted to say, uh, hidden network. I'm using, um, it's a HP. Um, settings for, uh, for the computer you mean? Uh, uh, where do I find that? The,
14:00
Speaker 2
OK. Do you see a network name _ velop setups B two one? [silence] You can try this one. Are you using a Windows computer? OK. Can you please go to your settings? Uh, go to your settings first. [silence] On your computer. Yes, yes. Go to settings. [silence] Um, on the computer, you [silence]
14:00
Speaker 1
Speaker 1: Yes, right. Mhm. Right. Okay. And uh oh settings. I saw settings. Yes. I saw settings. Okay. I went to that. Okay. Network and internet. Okay. Mhm. Yes, I see the Wi-Fi that's supposed to be my Fi. Yeah. Mhm. Okay. Okay. It's showing the available network. Yeah. Mhm. Yes. D D21. Yes, that's the one that's missing.
15:00
Speaker 2
See the the four blue boxes, right, on the computer screen. Or the menu bar? Click that. Go to settings. Uh, and then, can you go to network and internet? and, Alright. Do you see Wi-Fi? Okay, click that. like that. And then kindly click, show available networks. All right. All right. Do you see a network name, underscore? Velop setup. D-2-1-
15:00
Speaker 1
my, that's my next, click, click on that, it says open browser and connect. Should I do that? Okay. Now it says connect to Wi-Fi hotspot. So that's what it came up. Yeah. And this is, it says, the Wi-Fi hotspot you're using, the level, the level setup D21 may require you to go to the, to its sign in page. What where's the, well, I don't know how to go to the sign in page. It doesn't, it's, it's not allowing me to go to the sign in page.
16:00
Speaker 2
Click connect, click, click that. Uhuh, and hit connect. Uhuh. I don't know. After you click the develop setup D21. Okay. Then you click it. Okay. How about this?
16:00
Speaker 1
Google Chrome. Why, thought, let's say. It's a Google Chrome, okay. Okay. So I clicked on that, Chrome has been up there. Well then. Hello? Oh, okay. Yes, so now what am I supposed to do? I don't know. It's let's say get your Chrome for your phone uh. I have the Chrome.
17:00
Speaker 2
she can't kidding open a browser like a Google Chrome browser [silence] [silence] all right open it [silence] yes [silence] huh Patricia [silence] all right [silence] yeah so you have now Chrome open is that right okay alright so do you see the address bar? [silence]
17:00
Speaker 1
and funny. One. Okay. Okay. Okay. Okay. Okay. Linksys. There I, that came up, Linksys. I says, why am I getting a warning when I try to access my router settings in a browser? Okay, can. Okay. Connection is not private. Let me see, let me see, what, continue. Okay, I've got continue. Should I click on that? Okay. All right, continue. Now it says connect to Wi-Fi turn on enhanced protection to get.
19:00
Speaker 2
and then click. continue. then kindly click Advanced button. uh huh that's right.
19:00
Speaker 1
high level of security. So, it says, connect to HiFi. Should I hit connect? Try to connect? It says, yes, it says, connect. The Wi-Fi you are using, which is the one we set may require you you to visit its login page, but it says turn, then in in box it says, turn on enhanced protection to get Chrome's highest level of security. Well, I'm not interested in that, but I can I can hit connect and see if it if it connects. Should I do that? Okay. Okay. Nothing is happening. No. Nothing was happening.
20:00
Speaker 2
Did you hit continue? Yeah, yeah, let's try that. All right, can you tell me what you're seeing right now? Can you go back to the...
20:00
Speaker 1
Go back to previous speech. Okay. Okay. All right, how can I bypass this? More in six. uh, plusSoon, uh, uh, uh. Okay, what I'm seeing. How can I bypass this? Six more. Uh it says Chrome. Google Chrome. Quick, advanced, proceed. Unsafe. Misola. Okay. Quick. Continue. Okay. And it came back to the same thing. Connect to Wi-Fi. The one that it came back to that doesn't work. But it says no. No advanced options. It says just connect. It says no, turn on enhanced connection protection to get Chrome's highest level of security.
21:00
Speaker 2
All right, can you tell me where you're seeing right now? And then click continue. All right, do you see advanced button? Do you see advanced?
21:00
Speaker 1
up at the top. up at the top there. First of all, it's saying that it's not secure up at the top. And then it's saying. No, I can't go any further. There's nothing. Nothing, just the connect. No. No, no advancement. No. The only thing that the only here, only thing here is set as default and that's they're talking about got Chrome uh Google Chrome on your default browser and pinned to your task bar. That's up at the top. And here in the middle it says connect to Wi-Fi. If the Wi-Fi you're using, which is the one we talked about, develops, setup, U21 may require you to visit its login page. What's that? But I um.
22:00
Speaker 2
Okay. Okay. How about at the very bottom? There's no advance button? How about like proceed or something like that? There's none? alright. And then can you click login please?
22:00
Speaker 1
But there's no nothing to log in. No, it it's it, I don't know how to get into the login page. There's nothing here. They require you to.no, that doesn't. That doesn't do anything. The other thing is that, um, open browse. I I went onto the Wi-Fi again and same thing. Uh actually needed no one sent next and it says open browser and connect, but when I do that, it doesn't do anything. Again, it comes back to that connect to Wi-Fi hotspot and it doesn't work. There's something blocking something. Um,I'm not sure.
23:00
Speaker 2
Are you present? Okay. Okay. How about this one? Aside from Chrome, do you have any other browser?
23:00
Speaker 1
[Psst psst]
24:00
Speaker 2
Let's try to look at Microsoft ads. Alright. Finally open it. Uh-huh. Alright, let's type in again on the address bar 192. 168. 1.1 and then enter. Alright, click continue.
24:00
Speaker 1
continue okay and it same thing comes up connect to Wi-Fi hotspot but it doesn't now let me it says it's not secure why is this not secure I don't understand all right so I again I tried it doesn't do a thing is that one all right let me see all right let me see all right like I opened a well
25:00
Speaker 2
what page you're seeing right now? okay. how about try to check if you can access any website? right now. uh, Patricia, try to open any website, like, YouTube, something like that, if you can open or not.
25:00
Speaker 1
Well, let's see. I opened it now. Let's see if it, I mean, can't reach this page. It says, check the proxy in the file. Check the connection. Refresh. I did. I un, let's see. I unplugged it. Well, I'm you mean the the actual link. Let's see. What is that? That link at the the tweet it says 12, 12.
26:00
Speaker 2
ck. Did you disconnect also the cab- cable that is connected underneath of it? or you didn't touch it did you just unplug or did you transfer it to a different port? Yes. Yeah.
26:00
Speaker 1
MVDC. That was that. Okay. So that's the, not that's not the riso one, is it? The is that the there's two. There's two plugs underneath. There's one that's like around one and then there's another one that clicks into the riso mat. Now there are two sides with two two places to plug that in. This is plugged in on the left left side. Should I try plug it in on the right side instead? Yeah, yesterday. Yesterday. Okay.
27:00
Speaker 2
the the Ethernet cable running to the modem is there like a. mm-hmm that's right did you transfer that cable earlier today to the other port or did you touch that one okay let's transfer that cable to the other port
27:00
Speaker 1
Okay. I did put... I have two and then I have a round plug that goes into and it says 12 V DC. So I have... Yes. The modem has... Is my what? Yes. Yeah, because I can't get... I can't get my Netflix. I can get regular stations because that's my optimum, but Netflix you need your wi-fi and I know I couldn't get Netflix because the wi-fi was not working. [silence] Okay. Okay. Okay. Okay, I am on the television cable, yes. So unplug it from the plug or from- from the bottom of the towel. From the plug. From the outlet, both sides. Okay, unplugged.
28:00
Speaker 2
Alright. Let me know once you've done it... it's unplugged. Okay? Alright. And then can we unplug the modem and the Linksys router? Turn those devices off from the from the outlet, yes.
29:00
Speaker 1
Okay, so the, The tower's unplugged, the tower is unplugged. Yes, the modem is, yeah, the modem is unplugged. Okay. Okay, okay. [silence]
30:00
Speaker 2
And the modem is unplugged, is that right? All right. So, just wait probably, um, 2 minutes. I'll set a timer here and I'll let you know which one to be turn on 1st after, okay? [silence] Uh Patricia? So let's turn on first your modem. Okay? Let's plug it uh let's plug back first your modem. Modem only. Uh let's just wait for a couple of minutes then. So, um let's wait until the LED or the lights in front of the modem turn solid. Okay? Is it flashing right now or something like that? Or not yet. Mm, hmm. Okay. So, let's, just wait for that, okay. [silence]
30:00
Speaker 1
Now it's on. It's on. It's, it, it's on now. Yeah, it's the pink, it's the, uh, it's a, uh, pink, uh, light, solid. No, the Lynx, router is, is on. What, what's the, oh, you want me to plug that too? Oh. You want, wanted me to plug both of them at the both of them at the same, both of them at the, at the same time? Is that it? Oh. Oh, okay. All right, let me do that. Okay. Yeah, no.
35:00
Speaker 2
It's back now? Uh no, what I mean, what? Do you mean the links is router and not the modem? I mean, you, you need to also, you also need to unplug the box from optimum. Yes, we should unplug. Yes, that's right.
35:00
Speaker 1
I'm sorry. Okay. Okay. Uh-huh. well nothing at no everything is out is off. Everything is off. No light till morn. [silence]
36:00
Speaker 2
okay, so let's just wait for about a minute, okay? and then let's um, turn back on first the optimum device first, okay? is it no flashing? okay. so let's turn on first.
36:00
Speaker 1
put on the what the awesome put on um Okay. All right, I suppose the first one in, you want me to wait to plug the other? Okay. [silence]
37:00
Speaker 2
OK. The optimum. Yes. Yup. Yeah, let's, yeah, let's wait for a couple of minutes. OK?
37:00
Speaker 1
Now the lights are starting to flash on the outcome. Okay.
38:00
Speaker 2
okay, let's wait until it turns solid. okay. [silence]
38:00
Speaker 1
Okay, so all the lights, uh, the lights are on, um, and they're solid. The only one that isn't lit is the, uh, the only one not lit is the link because I don't have that plugged in. But the other lights are all the are are all on. Okay, so plug that in. Plug the router in now, the, uh, links, right? [silence]
39:00
Speaker 2
Uh-huh. Now, what is that again? I'm sorry. Oh, okay. So can we now go ahead and turn on the Linksys router? Uh-huh. Thank you. Is that all I have to do? [silence] It, it's not a battery. Just have a seat someplace. Not all the way across the room. Okay. [silence] Now wait for this to come up. [silence] Mm-hmm. Are you, are you still there? Uh-huh. [silence] That's okay. What happened? Uh, I'm sorry. I didn't understand a word you said. Can you say it again? Oh, you are trying to connect the router to the computer, right? Is this your PC? So that's your internet? Yeah. Are you still there, [silence] can you wait? Uh-huh. So what happens? What happened?
39:00
Speaker 1
Okay. Okay. That's plugged in. I now flashing on the optimum length. Now, it went out the light. Then it came back and flashing again.
40:00
Speaker 2
Yeah, that's right. Okay. Uh-huh.
40:00
Speaker 1
Oh, it's still flashing, and the, and the lights hasn't come on in the length yet. So it's still flashing. Now the light just came on. The light came on to link, but on the, on the modem, on the, um, Optimum, that light is still flashing. So,
41:00
Speaker 2
All right. Is it still now? Okay. Okay. Okay. Mm-hmm.
41:00
Speaker 1
It must mean that there's no connection there. They're not, it's not making a connection with the document. Oh now, it's it's flashing and then it stops for a minute and then it's flashing and then stops and flashing and stops. That's the rf modem, the optum modem. The the pink. It's back to the solid color. The the color that it's supposed to be, yeah. And you, and that's so it flashes and then it stops for a second and then it flashes again. So, I don't think, I guess that's not supposed to be flashing. That's why it's [silence]
42:00
Speaker 2
not getting any. Which one is it? Okay, the links is router is back to which, what color? Solid pink? Okay. Okay. Can you go back again?
42:00
Speaker 1
[silence] not connected. [silence] Yeah. Uh oh. Five times. five times. On the link. five times. On the what? Oh, you know, the link, the the link right there, the one that's got the pink light on it, right? Okay. Okay. Yeah, okay, so, so press the reset button five times, right? [silence] yeah
43:00
Speaker 2
on on the optimum. Okay. so yeah let's try let's try to do this one right now okay can you at the bottom of the parent node patricia can you press the reset button five times consecutively not too fast not too slow. yes five five five times within five seconds Yes. on on the parent node on on on on on the parent like the main like the main linx's router. yes the white one. yes the white one Let's try it not too slow not too fast
43:00
Speaker 1
four, five. Okay. I pressed it five times. The light on top of it is going in and out. Yes, it's flashing. Mm-hmm. Okay. Still flashing.
44:00
Speaker 2
Mhm. What happened? The light on top of it? [silence] [splashing] Why? Wait just wait for about like two to three minutes, okay?
44:00
Speaker 1
green now it's sold guess grease. OK. now it's gone. now it's not
45:00
Speaker 2
It is solid or not? All right, just wait for a couple of minutes, okay?
45:00
Speaker 1
Flashed the pinkish red color. Now that's flashing. Yes, it's flashing. Okay. Okay. Okay. I did that. It's good back. Okay. Now, the light wants out. The light wants back out. Now it's...
46:00
Speaker 2
It's flashing red, OK, how about this one? Can you try to transfer the cable back to the original port on the len's it's router? Then what happened? It's off right now.
46:00
Speaker 1
it's still it's still that's like in park dark dark blue now it's coming back to the to the red to the reddish purple to the color and it's solid it's solid now it's on it's not low and green now it's green still going through, I guess, uh, a reset. Okay. on my laptop. Okay.
47:00
Speaker 2
Let's just wait for Yeah. Yeah. Yeah. Yeah. Yeah. all right, let's try. Yeah, let's try to check, okay, and wait. And then on your laptop, Patricia, let, can we go back again to um your settings. Go to your settings. Uh-huh. Yeah,
47:00
Speaker 1
All right, go to settings on me. Okay, settings.Yeah, I went to settings. And now, did you want me to go to network and internet? Okay. Okay. So, network internet. Yeah, okay. And it says, yeah. The wi-fi is, the wi-fi is up in the uh, uh set up D. It says properties public network. Data usage connected, secured, but it doesn't.
48:00
Speaker 2
That's right. Go to your Wi-Fi. Okay. So, you're now connected, right?
48:00
Speaker 1
Is green, yes, yes, green. Green is already connected to the internet. Oh yeah. Oh, I don't know. It doesn't, um, I think it's connected. All right. So, let me, let me see. Wait a second. Okay. So that is showing that, yes, I think, I think, yeah, I'll have to say connect, yeah, saying connected. Secure. Huh? Oh, let's see. All right. So let's see. All right. Let me, let me try opening AOL.
49:00
Speaker 2
you've tried to check any websites now, the light on top of the paranoid still green, correct, okay, so it means it's already connected to the internet, that's right. The that's right, so you can now open some websites.
49:00
Speaker 1
Let's see what happens. Oh, now it opens. It's open. All right. Let me see another website here. This seems uh, okay. Let me see um, let me see this one. Oh, I think, yeah, right, I think it's working. I can't believe it. So the light should be, the light should be green instead of pink. Oh. Yes, that's right. I do. Okay, so now should I plug in my television? No, no. Just leave that for now.
50:00
Speaker 2
All right. That's right. That's correct. So what we need to do right now is we need to check the other node that you have since you have two of this, right? Okay. Can we? Not yet. Not yet this time. The cable the television should connect wirelessly now where Wi-Fi?? Can you double check it?butyc yes the television should connect wireless via Wi-Fi? Can you try to double check if it's connected with your Wi-Fi? okay, so here's the thing earlier the television is connected to the modem via an ethernet cable right so the other end of the cable is already unplugged and the other end of the cable is still connected what I mean is like the cable, the Ethernet cable, the network cable, so you mentioned earlier Patricia, you mentioned earlier Patricia that the modem, your television is wired directly to the modem, right? It's connected wired, correct? Yes. Is it connected wired earlier, right? Because your modem has two ports, so your television is connected directly to the modem and your computer is also connected.
50:00
Speaker 1
My modem has two ports. You mean the the links uh system thing? Oh, optimum. Oh, the the optimum has two, yeah it has You mean the eyes for the modem that in the back it has Yeah. Well, I don't Oh god. It doesn't have, it it doesn't have, it has It has it's it's it says, I don't know, something wire, Z wire, two wire, and then there's a Hugg and there's a there's a cable there is a cable here. That cable must be the television cable that's connected to it. Yeah.
53:00
Speaker 2
wait your modem has two ports right it has two ports right it has two ports it has two ports right okay so earlier earlier and plug that on the modem. Can you unplug, so can you unplug any other cable that's connected on the modem? It should be only the Linksys router should connected to the modem. Can you unplug other cable? No other cable should be connected on the modem. Only the Linksys router. Can you do that? Do not unplug the cable disconnected on the router, okay? Which one? [silence]
53:00
Speaker 1
So that's false again. Um, shut off, I don't know if it's shut off or what? On Um, now the router is, uh, Now the router is doing nothing. It's not doing anything, now, because I dropped it and oh that could have done anything to it but uh, I don't know. It's a It's uh, Now the router Well, I just I touched the cable, the cable seems to be connected. Um, If it, if it It should be fine. I don't know. What happened?
55:00
Speaker 2
so the router is off If the router is what? booting up? Can you try to check the cables, please? Can you unplug and replug it from the power? [silence] Alright Yes, that's right [silence] So the the television is off
55:00
Speaker 1
Yeah, but I, you know, I unplugged it. So, as I plug it back in, it should be okay. Now, now the light is flashing. So, so I can plug the, it's plug. Yeah. I was gonna text.
57:00
Speaker 2
Right now. Like, totally off. From the power. Is that right? Okay. Yes. Yes. Yes. Turn on the television also. [silence] Television is up now.
57:00
Speaker 1
but not yet. No, the green light has just came on. Green light just came on. Now that is something to talk about. Now, let's have, let's have people. Um that go into the. Yes. Don't just don't. Uh TV. Okay. Yeah, the town with in the year. Yeah. Television is working. Okay. Okay. So that is, uh, that's uh, I think it's still pink. So what do I have to do? Do the reset again? Do I have to press the, where is it? It's it's in my dining room and it's and it's the color is pink. [silence]
58:00
Speaker 2
Now or not yet? [ silence] [ silence] On the links. So the television is now working. Okay. So let's go ahead now and go and check the other node that you have since you have two of these, right? [ silence] And we try to check it. Where is it okay [ silence] [ silence] [ silence] [ silence] No, no, no, no. Can you tell me where is it right now? [ silence]
58:00
Speaker 1
Okay, then I have to wait a sec. I have to move some furniture to get to the plus. Okay, let's see if I can. Take a step. to get to the plus. Okay let's see if I could, I should go. Yeah, I have to use two modem because it was too far. That moderm and my family and was too far from the camera and the front of my house. For the ring camera, so they have to put a second modem. Okay, so now I compare.
59:00
Speaker 2
we try to unplug it and relocate it closer to the parent node. Can you move it closer? Yes. The one that's already solid green, bring it closer to it.
59:00
Speaker 1
unplug this then over here and uh so I should plug this modem in, right? I should plug this modem in near near the yes, I unplugged the modem in the dining room and unplugged into the family room and I should plug it in I mean I'm not the modem I'm sorry not the modem the link the link I unplugged link tower the now should I plug it in in the air near this uh tower main one okay let me get it [silence]
60:00
Speaker 2
no, I didn't. Um, what is it again? I'm sorry. What do you mean you plug the modem, Patricia? You mean the the node and not the modem? Yes. It should be. Mhm. Yes, the first one. Yes, the main one.
60:00
Speaker 1
Okay, I'm gonna, I'm gonna focus. Okay. Okay. I've unplugged it and exchanged for a new one right now. Okay. Okay. Yes, flashing, so it's working.
61:00
Speaker 2
it once turn turn on we need to wait until it turn back to like a solid ping okay Patricia alright so let's just wait until it turn to like think its red again okay
61:00
Speaker 1
still is solid blue. Oh no. It's flashing blue. Yes. It's flashing blue. Okay. Uh, it's solid pink.
62:00
Speaker 1
do what? OK. All right. I will do that. Yes. Press the one that's green. or the one that's pink? Oh, not the one that's pink. Oh. Oh, OK. Press that one five times again. OK. three. Four.
63:00
Speaker 2
okay, so it's solid pink now. can you do this one more time again, please? you need to press the reset, you need to press the reset button of the main Linksys router, five times again, within five seconds. the one that is green, okay? the one that is green. okay. yes, that's right. the one that is green. the one that is, the one that is now green.
63:00
Speaker 1
Duh. Okay. I pressed it. It's flashing. Okay. Yes, it is. It's starting to flash. I guess they're talking to each other. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Yes.
64:00
Speaker 2
Okay. And then try to check the light on top of the second one, if it will start to do like a flashing light, okay? Okay, so it's now That's right. So we'll just wait for awhile, like a couple of minutes around probably two to three or until it turn also to like a green light, okay? While waiting for that one, Patricia, as what I mentioned, once we able to get back your connection then I'll send you an email so that you can attach the proof of purchase that you just recently purchased this one around November of 2024, okay?
64:00
Speaker 1
Okay. Yeah, it's still flashing.
65:00
Speaker 2
I'll send you an email just give me a minute. All right. So, is the second one still flashing, Nigeria?
65:00
Speaker 1
It, uh, now it's solid pink again. [inaudible]. So it didn't, uh, didn't change. Uh-huh. Oh, wait a minute, here it comes green. Yeah, green is coming. Green is staying solid. So flashing, and now it's, and now it's flashing blue and [inaudible] back to green. So now it looks like it's staying green.
67:00
Speaker 2
but let's wait for a while. Hm? OK. OK, let's just give it another minute.
67:00
Speaker 1
All right. So, yes, solid is stained the solid green. So, then it, it has been reconnected to the, to the right color, it looks like. I can't believe we're, that is done. I have to say, your job requires a tremendous amount of patience.
68:00
Speaker 2
Okay, so if it's already green, it means, Patricia, it's already connected to the network of the main one, so you can now unplug it and bring it back to its original position. Thank you so much for that. Alright, so, let's see. Realize the parent node, huh? Oh, no.
68:00
Speaker 1
Okay. Uh-huh. Okay. All right. So let me f-l-g it in again where it belongs and uh hopefully it goes green and then everything's working again. I didn't think it would affect everything. I don't know why because my power and everything else I have the automatic, you know, generator automatically picks in. So, what? Obviously. Uh that's just. Okay, so now it's it's showing a fl
69:00
Speaker 2
All right. Once you allocate the child node, then you just need to observe until it turn into to solid green, okay? And then you are good to go from there. You just need to make sure that all other devices connected to the internet, to the your Wi-Fi, then you, we're all good, okay? All right, so the one thing is still flashing, all right? [silence]
69:00
Speaker 1
I was, yeah, I just plugged it in and it's showing blue first, and, uh, and now it's slashing versus blue, Okay, let me check it.
70:00
Speaker 2
all right. So that could be how it should. Yes, that's right. Uh, that's right. And then eventually it will turn to solid green or blue and that means we're ready connected. Okay? And then how about this one, Patricia? Can you try to check your email if you receive an email coming from us?
70:00
Speaker 1
Let's see. I haven't, I don't see anything yet. It's Sent it to Patsa at AOL.com, right? Nothing, nothing yet. well is connected to my Wi-Fi. yeah sent. should be. it's and should're tri fah. thought it if far dot it's yeah as Wi-Fi is on. I'm yeah it's uh... seems to be been yeah seems to be okay. it has
71:00
Speaker 2
phone connected to your Wi-Fi can you try it double check it and connected to [silence] developed set up d21 [silence] settings go to your wi-fi developed set up 2a one does it have like a check mark
72:00
Speaker 1
It's a check mark. Yes. Uh-huh. It has a check mark. So, okay. I will. Uh-huh. Yeah. Oh, let me check. Uh, let me check spam. Maybe it went to spam. Okay. No, it's not, uh, not in spam. New now. No, that hasn't, that hasn't come through yet. [silence]
73:00
Speaker 2
okay so it is already connected to the Wi-Fi alright try to check again your email probably on your spam or junk folders uh-huh
73:00
Speaker 1
uh? yup that's on screen let me check if, uh, the one in the dining room will see if that's turned green now Yep, that's green. Okay, you did it. Thank you so much. Okay, all right. I um, yeah one, one i do. So, so i'll just then and it, send it to your, the email that it comes from, right? Okay, yes. Okay, okay. Thank you so much again. Help and your patience. I appreciate your patience by now.
74:00
Speaker 2
All right, but the television is still working fine, right? sir. All right, great. It's good to hear then. All right. So, who would you think if we're all good, sir? For liaison, Patricia, if you're able to receive the email, just reply on the email with the proof of purchase so that we can update it on our system, okay? All right. Thank you so much, Patricia. All right. Yep. That's right. All right. Thank you so much. Again, this is Clark. Have a good one. Take care. Bye bye. Thank you.
74:00