Speaker 1
Yes, uh I called last week.
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, depending on your issue. To hear more about your service options, press two. Please have your device 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. My name is Dylan. How can I help you today?
00:00
Speaker 1
[silence] had a problem with the connection on maybe about I don't know, three weeks ago. I called my internet provider. I started with the internet provider, Spectrum and he said, okay, he'll check the modem and he couldn't check the the router because it was not theirs. He said they recommended that we used their modem, but that is a renter. So they tested a modem at the time. He said they didn't solve to boot it up something like that. And so, but they couldn't do anything much about the router. So he told me to try a few days, see see if it's working better, but it didn't work. So I didn't call them.
01:00
Speaker 2
Mm-mm. Mm-Mm.
01:00
Speaker 1
Because, you know, if I call him, they're probably recommending using their router. So I called Linksys last week and what what the uh agent um did was uh we went to, we went to the uh uh you know, the uh Marudo.local and went. Yeah. and went to you said they go. Uh see, I wrote down here. Okay. So I went to uh um you know, they said the the rep said go to Wi-Fi setting, advanced tab and turn off the node steer steering and client steer, turn it off. And um so.
02:00
Speaker 2
You're welcome. So, uh, hello there. Do you have, by the way, a pen? Yeah, my router. That'll go.
02:00
Speaker 1
said, okay, now try this. You know, this was for the if I have more than one link, one router. But since I have only one, I don't need to own this one. So, you know, website to turn it off. And then I think we rebooted, I think. Okay. So after that, we tried it. It work, I guess one or two days, but then right now it same problem. So, I don't know what could be the problem, or is any way to look into the what? You don't know. Turn the what? Turn the channel. How do we turn the channel? How do I do that? I don't know. How do I do that? [silence]
03:00
Speaker 2
have you tried like um doing a channel finder sir like um changing the changing the channel [silence] must say so I've you tried like um doing a channel finder sir like um changing the changing the channel. Do you have a lancia set off with you? Mm- Hmm. Yes, sir. Yes, sir. I understand that. Okay. Uh, [silence]
03:00
Speaker 1
with the letter L or maybe it's three lines okay it looks like I have a menu now device safe browsing Wi-Fi setting okay Wi-Fi setting all right I'm there
05:00
Speaker 2
Hey sir. Billie. Billie Ferno. How do we try doing a channel finder on your Linksys app? So let's log into your app. Okay, so let's tap, let's tap the three lines on the upper left corner. Okay. And then let's go to Wi-Fi settings. All right, then let's go to advanced [silence] settings. Yeah, you see channel finder right there? So let's tap channel finder. All right, after that, it's going to run a scan in the area to see what channels are available. So let's do that now. [silence] Okay, so it's done finding channels. And then it will tell you to channel as recommended. Are you seeing that as well? Right there. Yeah, I got that. So, what about [silence] recommended channel? So, what we need to do is go back to our Wi-Fi settings [silence] where you could change your channel. So after that, let's see after you find your channel finder, it has added the 5G or 5. So all we need to do is change the channel of our [silence] 2.4 channel is 1A, but it's not. Okay. [silence] And it was scanning for 5G as well, right? Yes, it did. Is that, what's up with that? [silence] Free [silence] So on the point here, all we need to do is change your [silence] channel. Okay, so that's what's going to limit your Internet here is your distance from your fridge, from your Linksys router. [silence] Bill, so [silence] what can we do?
05:00
Speaker 1
Okay, what's my fire setting? Okay, I'm there. Okay, let me go to channel finder. Okay, I'm in channel finder now. Scan and okay click that one. Okay. It says, please wait. doing something. This may take a few minutes, it says. Okay. Okay. silence
06:00
Speaker 2
unidentified speaker: "sense, Wi-Fi settings." unidentified speaker: "Okay. And then can you find their channel finder?" unidentified speaker: "Okay. And then you tap on scan channels." unidentified speaker: "So, just give it some time, sir. So what we're doing right now is we're changing the channel of your Wi-Fi. So technically, one main reason why you're having slow internet speed is because of, uh, the data congestion caused by like [silence]"
06:00
Speaker 1
Okay, so when you say channel, it sounds like I have a channel let's say a one, two, three. 1-2-3-4-5. So about seven, whatever. So I'm choosing from one through seven, which one is more space I guess. Is it trying to do that? How many channels are there anyway to choose from? How many channels are there? No, okay.
07:00
Speaker 2
your current channel your current channel so we'll try to change your channel and look for a less congested signal data in order for you to have a better connection let let the pen sir let let the device or the link app works for you so it will look for better channel automatically um there are actually like multiple channel there uh you have you have the
07:00
Speaker 1
Okay. [silence] Oh, you want a model, let me see. I have a model number here. [silence] Yeah, I made six 200, yeah, I made six 200, yeah.
08:00
Speaker 2
Yeah, sir, your record, about the Wi-Fi channels. So for the 2.4 gigahertz band, there are 14 channels, but typically only channels 1 to 11 are available for use in many countries. This channels are overlap. Um,
08:00
Speaker 1
this channel share with the different people is the different house or just okay but this channel is a separate is a is my own it all is shared by so shared by other people okay when you say other people okay so when you when you mentioned
09:00
Speaker 2
Yeah, sir, over over, I predict overlap, so channels one, six and 11 are often recommended to minimize interference. And for the 5 GHz, there are many channels typically between 36 and 165, depending on the country. So this channels do not overlap, which reduces interference. channels do not overlap, which reduces interference. channels do not overlap, which reduces interference. channels do not overlap, which reduces interference. Yeah, sir, cuz that's cuz that's where the data is running. No, you don't you don't have you don't have your own channel, sir. Yes, sir. That's how the system works.
09:00
Speaker 1
what when you say other people you referring to people in my house, you know, my wife and, you know, Whatever in my neighbor or neighbor. Okay. So how far? Like I live in like a Los Angeles area. So do you share with somebody in Texas or I mean I'm just curious how that that system works. I see. So so so so that I'm sharing with this people living in my city, in my state, in my country. How how how wide is the scope of this? I'm just trying to understand.
10:00
Speaker 2
No, not just your wife, sir. Even your neighbors. Yeah, by default, sir. The data, there is, like, um, it's kind of technical to explain. [silence] as what I've mentioned earlier, sir, the 2.4 gigahertz.
10:00
Speaker 1
Okay. Okay. So, so my question is, I know I'm sharing with the people you say like a neighbor right, a house around right? But how about the people, am I sharing with the people in the different city or how far how far sharing area? Okay. Yeah.
11:00
Speaker 2
for example for the 2.4 gigahertz, uh it has like three typical channels like available in so many countries. So they overlap so like for example the channel 1, the channel 6 and uh 11 [silence] and by default. So it's called channel like think of a Wi-Fi channel like a lane or a highway. [silence] So each channel is a
11:00
Speaker 1
Okay. But then why problem appear less month or two? It was pretty good up to that point, you know. I have on
12:00
Speaker 2
That's a specific frequency range that your Wi-Fi signal uses to, for example, send and receive data. So, just like cars drive in lanes, your Wi-Fi devices communicate on this channel. So, it serves like your road or your lanes where the data moves. [pause] And there are actually a lot of factors [pause] that may have caused the internet to [pause] you know, slow. [pause] This could be one of the factors because of the traffic
12:00
Speaker 1
Placement? Did you say, you say, placement? What does that mean? In my location? Oh, okay. Yeah, it's in the, in the center, in the center of the house. Yeah. Um, yes, but, you know, but this problem happening uh, uh, uh, kind of regularly last month two. So, kind of really frustration level is kind of high. You know, keep happening right now. This so
13:00
Speaker 2
cause by where your data is, on right now, so it might cost you delays or slow internet speed, and it could also be because your placement. Your node placement. So should also consider that. Yeah, placement. Like, the placement of your router. Hmm. Okay, that's good. Huh. [silence]
13:00
Speaker 1
We gotta get something, I don't get a new modem or a new router. I don't know a new provider. I don't know. Yeah, I I'm not a no. When you say no, what are you talking about? no, tower. Where, okay. So router? Router? Yeah. Yeah, yeah, yeah. Really? Oh, you call it you call it no no in a long time ago? I'm not an old man.
14:00
Speaker 2
I would suggest or if you want to have a better connectivity and really utilize the mesh system, I wouldn't suggest buying another node for you to have. Uh yeah, so I believe you only have one node at the moment. Uh the tower, you know, the router that the router. Uh yeah, the router, the Lynsis router, the MXC 200. So we used to call that a node. Yeah, a node. Yeah, nodes. It's actually called nodes are codes.
14:00
Speaker 2
Deserve us like, uh, not really. Um, it was based on the aesthetics of the the router because unlike before, the typical router is like a box type, you know, the black box. Before, the router is like that. Right now, it's like a tower, a node, like serve as a beacon, you know? So, uh, it's it's cold nodes because of the the mesh system, you know, it connects to each other. Another MX 6200. Yes, yes, exactly.
15:00
Speaker 1
Uh, because the, yeah, yeah, okay. Hmm. Okay, because somebody, somebody suggested that I should call a spectrum and right now I'm paying $50, $50, $50. And then, but then the speed I'm subscribing is I don't know 100 Mbps something like that and I should get under the 500, you know, Mbps and they really speed up. Okay. So, okay. So there are two options then. One option is like you said get a get another router, right? That's one option. Second option is the other.
16:00
Speaker 2
so, so for example, you're, you're going to purchase another MX 6200. You can add that router and connect it to your main router for you to have a better connection in your house. [silence] Uh uh. Yeah, you should , you should. Uh uh. Uh uh.
16:00
Speaker 1
Okay, just keep the same router, just one, one, but then I get a better speed from the internet provider, spectrum. Right. Mm-hmm. How do I do that? Oh, let me see. Okay, so it says- okay, here's what it says right now. Scanning channels, we need a little more time. You say, a little more time, a little more time. Okay. Okay, so- [silence] So,
17:00
Speaker 2
um... not... it actually depends on you, sir, if you wish to upgrade your subscription speed. but uh, right now, what I can suggest is to, you know, um, to isolate the issue. Like, what we are doing right now, we just did a channel finder, right? So we tried to, like, change the channel finder. Yeah, you look at it. How was it? Oh, okay.
17:00
Speaker 1
So how do I determine which which option is better? Getting a another extra okay, and then I'll get another one and put the in the different location obviously, right? Okay. I mean, there are a couple of people complaining uh certain certain location in my house, so uh uh, but then uh, yeah.
18:00
Speaker 2
If, if I were, if I were a user, I would be purchasing another node, because right now, since you only have one router, you can't really utilize the mesh system would which is the purpose of that router? to provide a mesh network. Yes sir, exactly. Exactly because you only have one router there, you know, so they, they
18:00
Speaker 1
Yeah. OK. OK. OK. a OK. One question I have right now is, OK, the one I have is, you know, I guess it's the main router. The other one, this second router, right? And the, uh, the question the question is, is there any distance that must be kept like, you know, main router, first router, second router? [silence]
19:00
Speaker 2
there are areas on your house that would have like a dead spot, it's called like dead spots, where the internet can really go through because of some inference. so if you add another one, it will expand your coverage which may help reduce dead spots on your area and would also help to reduce the, you know, the issue that you're having right now which is the slow internet speed. yes sir, yes sir.
19:00
Speaker 1
It has to be within like a 10 ft, 20 ft, 5 ft in order to work together.
20:00
Speaker 2
Yeah. You can actually... Yeah, you can actually connect or place it within 30 to 50 ft away from the main router. Yes. Um, yeah, that actually works good. It doesn't work good. Oh, as long as it's within 30 to 50 ft away, sir.
20:00
Speaker 1
capacity. But after that it'll be real uh uh uh the quality may slow uh after 50 50 feet. Okay. Okay so then uh how is different than uh increasing uh uh from uh like I don't know 100 megabit speed or something into like 500. Is that gonna work out better? You know like okay so raising subscription um
21:00
Speaker 2
so yeah I think that would be for me is the best actually it would really also help you have um better speed if you have
21:00
Speaker 1
Oh. OK. OK, so I don't know which one I should choose. Uhm. I mean, I I I cannot just do doing both, you know, with a limited resource. Uhum. Yeah. OK. Oh. I mean, my looking at my, it says, you know, all the
22:00
Speaker 2
Aha, the higher the subscription speed, the faster your data transfer will be. Um, it will be on your own decision, sir. Um, you should also consider which one, which one where you can, um, you know, have, uh, which one is affordable for you, you know. [silence]
22:00
Speaker 1
say we need a little more time. So you trying to find a a better channel huh best channel? Okay. Okay. So let's I see. But then let's say it it it just found a a channel that is you know less congested. But what about tomorrow? We gotta do it what I'm gonna have to do this again? I don't say what. Um. But then but then yeah.
23:00
Speaker 2
Yes sir. Yes sir. A less congested channel. Hmm. No sir, it will... No sir. It will stay there. Hmm. But, uh, but then again, you might need to do that... Like, um... Um, like, um, per month or a week, considering that it's not just you who's going to use that channel.
23:00
Speaker 1
So you say, say, you do this. Okay. So every week, every month, do this in order to adjust, you know, adjust to the better channel. Okay. Okay. So if I do this, how this, doing this gonna affect the other people in the different room? So, so when I do this, try to find a better channel, once once I find it, that that channel will be used by everyone who use this router? [silence] Okay. Okay.
24:00
Speaker 2
Yes, so over time, Yeah, so over time it will, it will get congested. Yeah, yes sir. It, it doesn't, like, it doesn't um affect negatively. It will also give them a better speed. Force. Yes, yes sir, exactly.
24:00
Speaker 1
You say about, I should do it every week or every month or what or depends or, uh, I see, and if it's like, do it, huh? Okay. Okay. So, I'm trying to figure out what what what I did. So, we went, we went, uh, Wi-Fi Wi-Fi, Wi-Fi, Wi-Fi, Wi-Fi, Wi-Fi Wi-Fi, Wi-Fi, uh, Wi-Fi expert. Oh,
25:00
Speaker 2
Yeah, um, it depends if you feel like you're having kind of slow internet. Feed, but yeah. M. But then again it uh it also it also depends on um on your decision whether you're going to uh add a node or X um upgrade your subscription, so, it's still up to you though. Uh, yes sir. Uh advanced. But so we [KEEP_UNCERTAIN] we went from the three lines on the upper left corner go to Wi-Fi settings and then tap on advanced Wi-Fi settings and look for channel finder. Mm-hmm. Yes sir. So just continue to observe it at least 24 hours and it's still the same. You can give us a callback so that we can have a deeper troubleshooting. Um usually it would take at least uh five to 10 minutes. But if it's more than that you can try to refresh your Lynx app and re-login.
25:00
Speaker 1
| Please type what the left speaker says in the video:
27:00
Speaker 2
force closed the Linksys app. well what's the Make model of your phone? iPhone 15. yeah, I think for iPhone 15 Pro you just have to um swipe it up and then you're going to see all the device, I mean all the apps that you previously open, you just have to remove it there. previously used apps mm go to the three lines on the upper left corner [silence] and then go to Wi-Fi settings mm right and then under Wi-Fi settings uh you'll
27:00
Speaker 1
okay okay okay basically uh remove the uh existing app close it and then come back same place so basically coming back with the same place right now I'm in right is the scanning channel okay so okay okay so you mean if it doesn't work 10 minutes close it remove it reopen it and try again okay okay so hopefully second time it'll work but then if it doesn't work I don't know I don't know it still is still say it's 12 minutes okay okay so
29:00
Speaker 2
go to advanced Wi-Fi settings. all right. from advanced Wi-Fi settings. you'll see the channel finder. Yes sir. Yes sir. Yes sir. Yes sir. you can always give us a call back, you know. So for now, sir, just continue to observe it after
29:00
Speaker 1
Okay. Okay. So once you find it it will say channel found. How's it gonna respond to me? What do I look like when you? Oh I see. I see. Okay. Uh then uh normally our connection will be better and people who use this router right will be better okay. Okay and then uh and then it's if it's kinda getting slow again do this again right? Uh okay. Now now okay. Now if that don't fix what what will be the next level? Trying to see the uh big picture here. So if it improves it this this improves it that's good. But if not
30:00
Speaker 2
[silence] it would say like we have optimized your channel [silence] you are now in less congested channel [silence] like like [silence] kinda like that you know [silence] yes [silence] mmm exactly sir [silence] yes sir [silence] that's right [silence]
30:00
Speaker 1
I see. Hmm.
31:00
Speaker 2
The next step would be checking the configuration of your router, so there might be like other device or you might have enabled the priority option, you know, where it prioritizes the distribution of the data to the the Internet to a specific device. you normally set it up on your own. If you're on the Linksys web user interface, there's a priority option there, if you turn it on you'll have an option to add a device for a high priority distribution of the internet.
31:00
Speaker 1
Okay. I see. uh okay uh now, so this scanning, you you show me a couple of time and through the actual stepping through and I just wrote down steps. I know how to do this. Can I just stop this and then I I'll come back, you know, after I hung up, I'll come back. but can I look, can you look into the prior priority you just mentioned and see if it's, if it's, if it's okay? Okay, so how do I stop this, because uh, uh, oh, just, so sort of
32:00
Speaker 2
know, it might, I mean, it would also cause slow internet speed. If you are connecting using the low priority devices. Okay. sure, sir, no problem, oh, it actually doesn't stop, sir. Once you stop it.
32:00
Speaker 1
Just close it down or what? Okay. Okay. All right. Okay. Okay. You know, I just had you like, oh, you show me, you know, remove, remove the, uh, uh, close it. Okay, so. Okay, so I'm back to, I'm back to, uh, uh, app. Uh, so where should I go now? Uh, three lines. Okay. Okay. I'm the, oh, priority. I see that one. Is that the one? Okay.
33:00
Speaker 2
Yeah, just close it. Yeah, on the three lines. Yes, priority. Is it enabled?
33:00
Speaker 1
Oh, I click that. Let me see. Let me see. Priority. Um, okay. I go to priority. This is add up to three devices to prioritize devices not on this list will share what's left of your internet capacity. Oh, so this, oh this talk about, like a, like, three, let's say, two or three that I really need, right? Need a for probably my laptop, you know, I'm working, or my wife's you know. iPhone whatever, whatever that I can add to the priority, but the rest of them, you get the leftovers. You know what I'm saying? Okay. I see. Okay. You know what? Thank you. You see, I don't know... [silence]
34:00
Speaker 2
Mm-hmm. Mm-hmm. Ok, Yes, they will get like the um they will get the what what's left on your subscription speed.
34:00
Speaker 1
I don't want to make somebody else mad, so I think I can use this one. Okay, so we will not go this route. Okay, so what is another option then? Do you know any other option? Okay. [silence]
35:00
Speaker 2
haha, okay, sir. [silence] yes, sir. [silence] yeah, the last resort would be resetting your router, you know, but I don't want to I don't want to do that for now because it might compromise your other connection because it will erase your current configuration. So for now, that's the least we can do, uh, we can uh do the channel finder, disable the priority I mean the priority and observe it for at least 24 hours. After 24 hours if it's still the same, then you can always give us a call back and there's no other option but to, you know, proceed with a reset and set up your router again from scratch.
35:00
Speaker 1
okay uh OK. Guess Guess I will I will go back to what was it uh Wi-Fi setting and the uh advanced Wi-Fi setting. and then uh channel finder. Yeah, I'm trying to find the channel finder and scan the channel. Okay, I'm back here. So okay, okay, then I I'll just wait on this one. Okay. alright, Thank you. Okay bye. Thank you. Bye.
36:00
Speaker 2
Yes sir. Yes sir. Alright sir. Uh-huh. No worries sir. Um you can always give us a call back though. Yeah, down to find her. mm-hmm mm-hmm All right sir. Thank you sounds I'll understanding. All right. Have a great day sir. Thank you for calling. Bye for now.
36:00