Speaker 1
Hey Josh. Yeah. Hi. Good morning. Um, listen, I have a uh, uh Linksys uh mesh system, and it was working really well, but I had issues with my uh home internet connection being spotty. So I ended up switching from 18, I'm sorry, from, yeah, I guess it was Comcast over to Verizon. And I really have not been able to get my system back online. I'm, it, it, I'm trying, I'm trying, it just, it does not seem to be able to get on the internet. So, and, uh, the Verizon guy told me, if I ran, well, I guess, uh, Comcast in my previous house, and it worked fine, and, uh, the guy at Verizon says it, it just couldn't work for reasons I wasn't told why.
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. While waiting, you may also visit support.LinkSys.com for more information about your product. Hi, thank you for calling LinkSys. My name is Josh. How may I assist you today?
00:00
Speaker 1
to be reconnecting, so um, I'm trying to get that established and I need help. So I guess I followed the app instructions but it's still not working. I have uh, um, I guess one router with two additional mesh, uh, uh, ancillary nodes. Well, it is, but you know, I, I don't, I don't think that I'm on the right uh internet, right? Like don't I have to, I have to be reconnected to the new Verizon network. I don't know how to confirm that. [silence]
01:00
Speaker 2
All right got this one sir and thank you so much for those information and no worries rest assured that I will do everything I can to fix the issue . Uh by the way sir how many links his router do you have in total? All right . And is the main or the main router already connected to the verison modem?
01:00
Speaker 1
I'm, of my browser - oh, it's running Browse and router? Uh, model number is - I don't know. I'm looking at the sticker on the bottom. It just gives me a number. [silence] How many what? Uh, one, two, I've got the uh, internet which is plugging in from the wall. I have two land ports. And then I've got the ethernet cable from the computer that's going into a six port router. And that's where I'm plugging into. From that same six port router I've got two USBs that are running a print server off of an external drive down to the printer. Um, 20/75xtbaus3. Um, that's the modem/router model number. Um 190 02 32v, and then a bunch of letters and numbers at the end. Uh, some of this is my, uh, uh, uh the, uh, number of my internet, that connection, my ISP. Not really sure, can't really tell you the specifics though.
02:00
Speaker 2
yes Sir. I see. how about this one Sir? how many LAN ports does your Verizon have? how many LAN ports or Ethernet ports? Uh-huh.
02:00
Speaker 1
[silence] I have a 10 G LAN. The main node is plugged into LAN 1. It's solid blue. Yeah.
03:00
Speaker 2
and I know which port on the Verizon is the main node currently connected or plug into. lanweb alright. And what's the LED indicator or the LED indicator on the main node is it currently showing solid red or purple. Solid blue. I see if it's showing solid blue that indicated server that the main node is already onliner working. However I don't worry we're going to alter isolate that one. So um I have the serial number of this main node.
03:00
Speaker 1
I saw I could get it off the app. So, when I'm in the app, it says three nodes are all red. But the node itself is blue. This serial number.––––––xxx–––xxx–––xxx–––xxx–––xxx Oh, God, they put him in a hard spot. It's hard to read. Oh, uh, isn't it in my account? Didn't I register these already? Simmons.peterj@gmail.com I guess I can read it, but Yes. Sure.
04:00
Speaker 2
I see. Yeah. Don't worry. So you can also take a photo of the serial number so that it would be easier for you to see it. Uh, let me check may have your email address. Peter J. ballon. So, again, sir, just to verify your email address is PeterJ.gmail.com, correct. All right. Thank you so much for that one. So kindly give me one to two minutes. Let me see if I can check it here, okay? Thank you.
04:00
Speaker 1
[silence] Yeah, I've got it here. I think it's really hard to see. But let's go ahead.
05:00
Speaker 2
I really do apologize, it seems like I cannot see any associated notes with your account. So, uh, if that's the case, I really do apologize for this one, but I really need the serial number because I want to make sure that if
05:00
Speaker 1
Go ahead. J 202607-9323-36b. Model number W.Walter H. Henry W.Walter 03v Victor 2. Uh this one is solid blue.
06:00
Speaker 2
comenzaron de la American Folk Life Center de la Biblioteca del Congreso.
06:00
Speaker 1
this node here. second node is red and the third node is red. um yeah all right. i mean, it's about three feet. it's about three feet. that's the closest i can get. let me get the other node. the other node is downstairs. let me grab that one. [silence]
07:00
Speaker 2
I see. So, yeah, for now, since the child nodes are currently disconnected from the network, can you move them next to the main node? Like they should be like one to two feet away from the parent. All right. Thank you so much for that one, sir. And let me know once the that' yeah, that's fine. No worries.
07:00
Speaker 1
okay it looks like all three Nodes are now blue [silence] okay let me turn on my laptop okay
09:00
Speaker 2
All right, thank you so much for that man. So, let's observe the light on the child nodes for one to two minutes. And on your computer, can you check like go to its Wi-Fi or Wi-Fi settings, and then check if it can detect the default name of the main node, which is _BelotSetup to F4. Yes, please. I see. Uh it could be possible that that's the default Wi-Fi name of of one of the child nodes. So uh what's the light now on the child nodes? I see. So uh again sir on your computer, sorry on your laptop uh what was again the last three Mac address on the Wi-Fi name? Um yeah the three, you mentioned it, underscore, valve setup.
09:00
Speaker 1
D 6A. But then underneath it, I have develop-S_Humans. Which looks like it's available. Yeah, for the password.
11:00
Speaker 2
All right. Thanks so much for that, dude. So, that's your, yeah, it could be possible that your uh that's the Wi-Fi name of your main node. So, can you try to connect your computer to that network?[silence]
11:00
Speaker 1
it says connected. yeah. it's working.
12:00
Speaker 2
All right, and I assume your laptop is able to get online as well, correct? H well, I try to access YouTube or CNN or New York Times and let me know if you were able to. All right, that's that's great to know. So, yeah, don't feel assured that your main node is already online or working. So, however, for the child nodes, we are going to reset them.
12:00
Speaker 1
They're, they're not flashing red. This means, I don't know that it matters, but it's they're not flashing red, they're solid red. Yes. Yes, now there are two showing. There's the D dated 6a that we had discussed and then there's an 855. On the on the main node, the one that's blue, reset five times.
13:00
Speaker 2
currently, they are showing flashing red. So for reset, sir. They're solid red. All right. So can you check like again on your laptop, like go back to the Wi-Fi settings and check if you can if the laptop is able to see two sorry two Wi-Fi name. Underscore Jehova setup. Excellent. So that means that the child nodes are now on setup mode. So on the main node, kindly press the reset button five times within five seconds. That's correct. So just press, press.
13:00
Speaker 1
Okay. Okay, I got an orange light. and it's blinking. Okay, it's a solid, uh, blue or green. Yes. um, let's see. uh, they are both blinking red.
14:00
Speaker 2
[silence] Is that on the main node? [silence] All right, and what about the child nodes? [silence]
14:00
Speaker 1
Okay. [silence] Yeah. Peter, last name Simmons. S-I-M-M-O-N-S. [silence] Correct. [silence] Or the أنها. [silence] So, did I not have to connect the link this to the new Wi-Fi? [silence]
15:00
Speaker 2
that's brilliant that means sir that the child nodes are now trying to reconnect to the network so for now, let's observe the light on the child nodes for three to four minutes, okay? thank you and yeah, while observing the light on the child notes, may I have again your first and last name, sir? uh-huh thank you so much for that. again, your internet service provider is Verizon correct? All right. Thank you so much for that information. So, yeah, right now, again, let's wait for their lights to turn to solid blue. So, once they've gone to solid blue, rest assured that they're already online or working. Oh,
15:00
Speaker 1
I guess not, because it goes directly out of the modem. I didn't have to enter. God. I'm trying to figure it out. I don't know if it's working. I don't know. I don't know what's going on. Okay. Yeah, these two child nodes are still blinking red. Sure.
16:00
Speaker 2
Oh, yeah there's no need to connect your main node to the verizon to Wi-Fi Yeah since uh the verizon won't be part of the mesh system. So, however the main node should always be wired directly to the verizon device Yeah. Uh huh no worries for that. So, let's wait for another one to two minutes Thank you.
16:00
Speaker 1
One is blue and no it's still blinking sorry.
18:00
Speaker 2
[silence] Hello sir, [silence] are the child nodes still flashing red? [silence] All right. [silence] So yeah, for this one, let's wait for another minute and hopefully they will turn to solid blue, the same, uh the same as the main, sorry, the same as the main node. [silence]
18:00
Speaker 1
Let me take another look here. Uh, one is blue. Oh, no, they're all, they're all blue now. That's brilliant.
19:00
Speaker 2
uh hi sir I assume the child nodes are still appearing flashing red is that correct that's brilliant uh however uh just to be sure let's wait another minute okay so [silence]
19:00
Speaker 1
[silence] when I move them. Okay. And the app itself when I log into the app uh Vellup Simmons it's showing me I have one device and it's showing three nodes with a red box around it. I click that box and go ahead. It says an unexplained
20:00
Speaker 2
don't worry, after a minute, if the child node is still showing solid Blue Res assured that you can already unplug and relate them back to their designated. So regarding with the relocation sir, all you have to do is unplug and relocate and then there's no need to press the reset button. Okay. So just wait for their lights to turn back to solid blue or green. Yes, sir. So yeah, just unplug and relocate and wait for their lights to turn back. Okay, so I asked you Yes, sir. Mhm. Mhm. Mhm. Mhm. Crazy, uh through Mhm. Ah, yes, sorry. Uh it seems like to unexpected error.
20:00
Speaker 1
Yes. So maybe try closing the app and then reopening it. So let me see if that actually makes a difference. You're saying I should deleted the app and then reinstall? [silence]
21:00
Speaker 2
uh was there like a specific error code that is it showing there. yeah so you can also try to uninstall and reinstall the Linksys app sir. however uh moving forward uh we we recommend now our valued customers to log in using their router password because I'm going to set their expectation as well sir that uh the Linksys smart Wi-Fi where we can access the uh not the nodes or manage the nodes remotely via the web user interface has already been discontinued so. uh however rest assured that you can still manage the nodes locally using the Linksys app or via the web user interface.
21:00
Speaker 1
OK. OK. All right, but it looks like these are now working. All right, and then should I let these, should I just let these sit here for a little bit before I try to move them. OK.
22:00
Speaker 2
yeah I would recommend doing that and then once the app has been reinstalled kindly log in using the router password or try to use your account like sameeus.peter.g at gmail.com yeah sir rest assured that as long as the lights on the nodes are showing solid blue yeah rest assured that they are already online or working and no need sir since uh the child nodes are already online or working so again uh you have my word as Zentius technican that they are already working so rest assured that you can already be right Okay, them now. Would you like me to wait for you before you, or would you like me to stay on the line? [silence] No worries, sir. Kind of take your time as well. [silence] I understand, sir. And yeah, again, there's still need to worry because
22:00
Speaker 1
In the app, it's, I get a pop-up window that says restart router. We've incurred, encountered a problem. Please use the button below to restart your network. Once your network is back online, we'll try to fix the problem for you. Nice try. The phone. Um, I'm on the, yes, it is. Should I go back to my regular Wi-Fi?
24:00
Speaker 2
They're already online. Uh huh. Yeah, uh, just. I see. Uh, just to confirm, is the phone that has the Linksys app already connected to the Veloce Simmons network? Yeah, the phone that has the Linksys app. All right. Uh, no sir, it should stay connected to the Veloce Simmons. Uh huh. So, uh, so can you for now, first close or quit the app and reopen it because I'm going to walk you through how to log in.
24:00
Speaker 1
Okay, great. So when I open it, it, it says, get getting router settings, it does that automatically. No, that's what's been happening. Yes, give me a second here. I got the wheel turning. Yes. Yep. So what am I going to on the on a browser? Yes.
25:00
Speaker 2
I see. And after that one, we will then get the error message, correct? Mm-hmm. I see. How about this one? Let's try to access the web user interface. Uh on your laptop, can you open a browser and then access like http. Yeah. So on the browser, type in and in the address bar, http.
25:00
Speaker 1
yep. yep. OK. yes. It says uh linksys why am I getting warning when I try to access my routing setters in a browser? Uh, uh, OK don't show this page again. continue. Uh your connection is not private. Uh, OK. Yes. All right. So it says enter the recovery key from any of your nodes. So I got to go pull the number off the back. Okay. Okay. Okay.
26:00
Speaker 2
Yeah, kindly reset the admin password, and rest assured that changing the router password will not disconnect your devices from the network since we are not resetting the Wi-Fi password. Yeah, however, I would recommend using the recovery key from the main node. Alright. [silence]
27:00
Speaker 1
create a new admin password and hit it okay. is just another five-digit number? an unexpected air, okay. maybe it didn't like my password.
28:00
Speaker 2
Yes sir, and however, make sure the new password meets the requirements, okay? No sir. It should have 10 characters and length. And there should be no space and consecutive identical characters. And it should have one upper, one lower, one digit, and one special character. [silence]
28:00
Speaker 1
Uh, 298. Yeah. I could log in on my phone while I'm talking to you. Maybe It's the phone I'm speaking with you on.
29:00
Speaker 2
2123, 2298, 2298. Alright, let's try to reset the password again and let me know if we are still getting the same error message? [silence] Same error message, I see. Uh, do we have another handheld device like another phone or an iPad that we can try to login into the Lynxus app? And that's a different phone, correct? Uh-huh, and may I know the operating system of this phone?
29:00
Speaker 1
uh i o s uh iOS You know just confirm settings. Yes it is. So okay, so go to Safari. Well, yeah, I've been doing that link THIS uh but its, that's the one I'm getting the error on. I.
30:00
Speaker 2
Is it an android or ios all right, uh so uh yeah kindly make, however kindly make sure that your phone or this phone is connected to develop statement. Seven is yeah yeah yeah. Or, I see so yeah i see so This was the phone that That you were using. Yeah. However, Do we have another computer sorry, another phone or another handheld device that we can try to isolate?
30:00
Speaker 1
Let me see if my grab my wife's phone. Can you get me into your phone? I'm trying to get these Bellups going I gotta log into a website what's the um the website again no I'm sorry Oh go to apps Lynx this app is it the Lynx is with develop I saw a few different options Oh yeah yeah download that [silence]
31:00
Speaker 2
No, sir. On that phone, you need to download again, or you need to download the Langes app and then... Yes. Yes, please. Right. It should say Langes app and the logo for that one. It has a back... Yes, sorry, black background and there's a letter capital letter L on the front. Alright. And also, sir, make sure that phone is connected to the web.
32:00
Speaker 1
Go to your Wi-Fi. Can you see Belub Simmons as an option? Can you connect to that? What's the password? Uh try, um, oh, here I'm sharing it with you. Done, okay. I didn't know what it was. I think it's hashtag 456 Buffalo. All right, we're good. So you're you got the app now? Yeah. Okay. He's got the app installed? Yes. Just log in. Log in. Just log in.
33:00
Speaker 2
[silence] and the phone is already connected to the valued statements, correct? OK, great. So yeah, on that phone kindly open the linksys app and let me know what are the options you can see on the screen?
33:00
Speaker 1
iOS. Yes. yes, there is. go ahead, enter recovery key. we're going to enter the recovery. um, from the main, okay, it goes 21072, let me go look and make sure 20172, okay.
34:00
Speaker 2
It's an iOS. So, on the screen, the only option that you can see is login. I-- try, yeah, try to press login and check if there's an option that says router password. Okay, great. Can you select the router password and then change the password on that screen or on that phone? So, again, once you press the router password, kindly press the option that says reset password. And then, yeah. Yes, sir. And, again, that's the-- yeah, that's the recovery key from the main road.
34:00
Speaker 1
[silence] This account will be notified if the router password is changed. Okay. Enter a new password. Your password can't have the same character twice in a row. Oh, boy.
35:00
Speaker 2
Yeah. Yes, sir. So, yeah, it should not have the same identical characters. Hello, sir. Were you able to reset the router password? [silence]
35:00
Speaker 1
Doesn't like my options. Um, I think I have one. Hold on. So this will just this will just be to log into the router, not not to share like the Wi-Fi, right? Okay. Okay, got it. Yeah, it looks like, um, no, no. Uh, yeah, but I'm getting that same error. Restart router is saying.
37:00
Speaker 2
I see. would you like me to recommend one for you? just for or for or for for or or or for for or for It temporarily. Sorry, sir. That's correct. Sir. So you are able to log in now into the links this app using that new password, correct? I see so.
37:00
Speaker 1
Now when this says restart router, is this my Verizon router or is it the Linksys? So I can restart that router without affecting the Wi-Fi because my wife's on a work call downstairs. Okay.
38:00
Speaker 2
Yeah, for this one, sir, I'm afraid we really need to restart the main node. And however, sir, once you restart the main node, just wait for its light to turn back to solid blue. And then you should be able to log in to the Linksys app using the new router password. [silence] the Linksys app, the main node. Okay. [silence] Oh, I see. Yeah. Once we reboot or restart the main node, I'm afraid all your internet connection will be like interrupted. However, if your Verizon router also broadcasts its network, rest assured that it will not affect the Verizon device. However, just to make sure, I would recommend rebooting the main node once there's no one using the internet in your household.
38:00
Speaker 1
Yeah. Okay. I I think I'll wait for her to finish that call and then reboot everything. Okay. Perfect. All right. Thank you so much. Appreciate it. Thank you. Yes, thank you so much. Appreciate your help.
39:00
Speaker 2
[silence] because it could be possible that your wife might disconnect that is. [silence] I understand sir. However, regarding with your devices, rest assured again that they're already online and. [silence] don't worry if you need further assistance regarding with the links app, rest assured that you can give us a call. Your your most welcome, sir and are we all good for now? Your most welcome. Again, thank you so much for calling links. Thank you so much for that one. Again, thank you for calling links. You have a great day.
39:00