Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a link sys specialist. Hello, this is Paul from Link sys customer assurance team. May I speak to Greg? Greg Charles? Okay, sir, so this yeah, your case has been escalated to us. So, I'm doing a follow up call regarding your concern about your link sys device. I just want to confirm, sir, you are unable to yeah, get online when connected to link sys right? Or you are unsuccessful in setting up the link sys router back to the network, correct? Mhm. Yeah. Mhm. Let me see. Okay. So, just want to confirm, so right now the status light of the parent load is solid red or flashing.
00:00
Speaker 2
Speaking. You know. In that, with the technician that I had earlier, he got it online and everything was working. Then she said she wanted to reset it, just to make sure, and when we reset it, we never could get it back online.
00:00
Speaker 1
[silence] [KEEP_UNCERTAIN] Yeah, that one there. Yeah, that is correct, sir. EU 2251. OK. Guys at AT. Yeah, you got it. That's yeah, you got it. Right modem. Yeah, double check that specification of this modem. OK. E to 5.
01:00
Speaker 2
I see an EU 2251. You up? [silence]
02:00
Speaker 1
I just want to confirm so how many ports do you have in the modem set. Does it have only one ethernet port? That's the yellow port. Then two phone ports right? Yeah, I do not want to mix it with the child nodes, okay? okay so yeah just get one of the child nodes sir. Okay. But I also I believe you have six six nodes in total right okay and do they have the same model number sort of WHW03 or WH yeah? Okay. All right so yeah just get yeah any of the child nodes
03:00
Speaker 2
Okay. Okay. Okay, I'm uh uh. Um. Okay. Doesn't doesn't matter which one, huh? have it. Yes. Yes. Yeah. They are the same.
04:00
Speaker 1
Yeah, any of the nodes? Yeah, like, yes, okay. They're connected directly to the modem, sorry. Okay. Yeah, then plug it into the power outlet. Okay, just give it some time. It should be flashing, Yeah, it should be flashing blue, meaning rebooting. Okay. Let me know if it turns flashing red. Yeah, honestly, I'm not sure. Maybe spectrum is doing some update on their end. And since this is all their
05:00
Speaker 2
I'm plugging bleh-im bleeding a different one in right now. Yep, that's what I'm doing. Okay, it's booting up. I look a little blue might on top of it right now. Miss, flash, easy. Why do they make these things so complicated? No, it was working fine. It was working fine.
05:00
Speaker 1
Yeah. So I. Yeah, because I believe so. You reconfigure the parent node, and since you reconfigure the parent node, then there's also a need for you to reset the child modes. That's why she asked you to reset the child modes.
06:00
Speaker 2
Everything was working fine. I decided that, um, my wife wanted the, um, the, uh, all the internet stuff out of the living room, so I, I moved it to a different room. And when I hooked everything back up, they wouldn't work. And I called Spectrum to make sure my internet was working fine, and internet was working fine, but if I connect directly to my computer, it worked. But if I connect to the, um, notes, I get nothing. And then her and I messed around with it for a while and she got it working, then she went to reset everything. She had me hold down the, uh, reset button for 10 seconds on each one of 'em, and when they came back up, none of 'em worked. [noise]
06:00
Speaker 1
the parent reset as well, because those child notions will not work if the parent is not working. [silence] So we need to make sure first that the main router is working. Okay, so what's the stat what's that status look like right now? Okay, let's reset this child notion. So to reset the child notion, please press and hold the reset button until you see the blue light. Okay, so while you're pressing the reset button, sir, yeah, just press the reset button. Wait until the light turns off, then once the light turns off, keep pressing until you see the blue light. So release the the blue light. Once you see, yeah, release the reset button once you see the blue light. Okay, how's it going, sir?
07:00
Speaker 2
Yeah. Well. They all they all would. The light is red. Flashing red.
07:00
Speaker 1
Did the light turn off? AH okay. Okay, yeah. Let's go. The reset. Okay, let's just give it some time. Let me know if it turns solid uh purple or solid red. [silence]
08:00
Speaker 2
Yes, it's blue. Now it's going, it's kind of pulsating a little bit. I did. [silence]
08:00
Speaker 1
how is it going, sir? What's the start light of the node? Okay. yeah, okay solid red. All right, so let's try to set up the node, sir. So, to set up this new parent node, please press the reset button at the bottom for five times, so this time you press it five times, not too fast, not too slow. So just press, release, press, release five times on the parent on the new parent nodes. Okay. Is it straight and it turn solid blue?
09:00
Speaker 2
[silence] and blue. blue. Okay, it's red now. Solid red. One time. Okay, I did. Okay, I did. Amber looks like it's flashing. Okay. I did.
09:00
Speaker 1
Okay, what's that status light on the parent, no new parent node right now sir. Is it solid blue or flashing? [silence]
11:00
Speaker 2
I'm sorry. Just turned back the amber color and started flashing again. Okay. Yes, it's flashing red.
11:00
Speaker 1
Is it still flashing red right now, sir. [silence] OK, so. [silence] Can you try, sir, like two. Reboot the modem. How are things? What's the status light on the modem right now? The spectrum modem? Okay. How about the online light, sir? Did it turn solid blue? Okay, good. Then, double check the link system. Oh, sir. Yeah, I think it's to alter. Please check the status light. Is it still flashing red? Okay, try to unplug and replug to the power adapter of Linksys. Yeah, just reboot the Linksys router. Ah, same thing, sir.
14:00
Speaker 2
Okay, it's got two side blue lights now. Yes. Say again. Okay, no problem. I'll show you this thing plug. Okay. [silence] it has a you look like a solid light I guess it's I don't know if it's green or blue
17:00
Speaker 1
and then it stays solid blue Pine Sol or solid green. is it so green still. it started flashing again okay that's good okay can you connect sir your computer wire to the Lynch's router yeah to that new parent note just connect it via cable yeah via cable to the Lynch's router get to that new parent note then check if you can go online wired to it
20:00
Speaker 2
It's just, okay. You know, it'sflashing purple. Yeah, it's red. Purple. No, it's just, it's, of course. You know, it it's it'sback to the green is lookin the green is looking blue. Okay. alrightalign=center. Connect computer by by cable. okay okay I I hope so. I'm sick of this.
20:00
Speaker 1
Yeah, you should be able to get online internet now that it has a green light. Okay, good. And is it okay with you, sir, if I do a remote access to your computer so we can add the child nodes? Yeah, remote access. Is that okay with you? Yeah, so for remote access, sir, you can open, you can access this website on your computer. Just open another tab, then, okay, say, then on the address bar, please type join.zoho.com.
21:00
Speaker 2
yeah it's this this saying green yeah now with the home depot's website it popped up and what you need to do how we do that uh huh do i need to plug out these other uh
21:00
Speaker 1
Ah not yet, sir, not yet. Ah not yet not yet. later, I once- I have access to your computer. OK. join.zoho. Yeah, join. J-O-I-N join.zoho.com. Zoho zoho.com with JOIN and join as IG. That's H-O. OK, how was it? OK, so what can you see on the screen, sir? OK, good. So for remote support session, sir, please type this numbers. OK.
22:00
Speaker 2
nodes back in there they plugged in okay join what okay join remote support session
22:00
Speaker 1
Please type 2 0 4. Okay. 0 1 0. 0 9 6. then don't forget to enter your name. Yeah, or any name will do. Just don't leave that name field blank. then click on join session. Oh, can you type it again, sir? Okay, let me repeat. It's 204. Yeah, please confirm, sir, if you get it. If you got the number.
23:00
Speaker 2
[silence] [silence] [silence] Session ID is in ballot.
23:00
Speaker 1
[silence] Okay 010 Yes 096 Yeah, then [silence] join session Can you read it to me again, sir? The numbers This is the right one. Let me try it. Sure. [silence] Okay. [silence] Try these numbers, sir. Okay. Please enter this 800 [silence]
24:00
Speaker 2
204 010O96 That's what I have. [silence] [music] Uh-huh. 800-5222619. [music]
24:00
Speaker 1
065. 570 15. Correct. Yes I go right I try it to using the Android. So first connect first your phone to that default Wi-Fi name of the getting no. So you can check the.
25:00
Speaker 2
Um, 065, um, hold on. It skips numbers. Hold on. 065 okay. Five zero seven zero. This session is invalid. Verify session ID with your technician. That's okay. I'll see if I can, um, now that one is working, I think I can use the app to set up the other ones.
25:00
Speaker 1
Yeah, So please check the default Wi-Fi name of the main oh, by the way, sir, how about this one? So let's use this one instead, okay. So on your computer, sir, just open another browser window. Then on the address bar, please type, okay, please type this address myrouter.local. [silence] Yeah, that's for, this is for us to access the web interface of the router, okay. So just type it on the address bar of the browser. [silence] Okay, myrrouter.local local. [silence] Okay, then press enter. [silence]
26:00
Speaker 2
What's this do? With, with next. I did. [silence]
26:00
Speaker 1
What happened and what can you see on the screen? Is that the blue screen, sir? Like, that has the picture of two phones? Is that finder, It's that like a search result? - Yeah, what can you see on the screen? Is that the blue screen? Is that a blue screen? Okay, does it have a box on the right hand side that says router password or no? Yeah. Can you type again, sir?
27:00
Speaker 2
Okay, here we go to a different page. It says Marquette.local. Marquette.local 192.168.1.1. That's that's what I see. No, I took it into the the um address bar. No, it's while it's while with blue it's white with blue writing on it. [silence] No.
27:00
Speaker 1
on the address bar, my router period dot local, period dot local, okay, how was it, um, what happened when you type when you, after you press enter.
28:00
Speaker 2
My router, okay, hold on. My router, not local. It's just um, it's not doing anything. It didn't do anything. It just got the little bar going across the top underneath underneath the web address, but it's going by really really slow. [silence]
28:00
Speaker 1
Okay, let's try this one instead, sir. So, on the address bar, try to type uh 192.168.1 uh the dot one dot one. So it's one nine two dot one six eight. Yeah, dot one, dot one. Yeah. Yeah, dot one, dot one. yeah. Yes, yes, I should be able to adjust that page. Okay, let's try this one. Sir. Let's can you are you may I know what browser are you using there? Are you using Edge browser? Okay, so I can you try using different browsers? Can you try using Chrome instead? Yeah, because we are having issues. Can you try to download Chrome instead, sir? Yeah, just for setup purposes, so we can add your six nodes or it may be your remaining five nodes.
29:00
Speaker 2
Zero dot, dot one. One. That's what the lady one. That's what the other lady had me the last time. It says not doing anything. I don't know. I guess we still have a problem. It does let me go online, but it's not let me do that. Safari? Safari? I don't have Chrome. I don't have Chrome. [silence]
29:00
Speaker 1
Can you download Chrome for now so anyway if you don't want to use it you can just uninstall it later. Yeah let's download Chrome for now. Yes sir can you try to do it yeah right now sir yeah while we are on the phone Because yeah yeah because if yeah you relax yes sir yeah you might be charged yeah for another $15 yeah just in case you might not be successful. Yes I just want to assist. Yes sir, like just want to make sure everything is working.
30:00
Speaker 2
Well, now that we've got this set up, got this part working, I'll just use the app. And see if I can set these up like I did when I first got them. Because now this is working, I think I can just use my app. I understand, but I don't, I don't like Chrome. And I mean, I don't like, all those tabs. They just never did anything for me. Uh,
30:00
Speaker 1
OK try using the LNG to sense router. So connect your phone to the default WiFi name of the linker sense router. So yeah, please go to WiFi settings on your phone sir. Then kindly. Yeah, before you go to WiFi settings on your phone, check first the default WiFi name of the new parent node. OK, just turn the note upside down. OK, try using Firefox. [silence] Yeah, try it using sir the Yeah, let's try using.
31:00
Speaker 2
Let's see. What? Okay. I have Firefox. We have Firefox, OK? That is in Firefox. 192.168.1.1. I don't know why it's not working. It's not working.
31:00
Speaker 1
okay. The linksys app on your phone. Okay, but first make sure. Yeah, the linksys app. But before that, can you double check first the default Wi-Fi name of the new parent node? So just turn the node upside down. Yeah, on the sticker, please check the default Wi-Fi name of that new parent node.
32:00
Speaker 2
efa Alexa See here [silence]
32:00
Speaker 1
Okay, so when your phone, can you check for the default Wi-Fi name of that new parent mode, yeah, can you tell me the default Wi-Fi name? Yeah, what's the default name of that mode, yeah? Yeah, the default name, yeah, please check it on the bottom of the new parent mode. The one that has it in like, yeah, can you, can you tell me the default Wi-Fi name, please? Yeah, what's the default, okay. Yeah, yeah, can you see it again? Yeah, F852. Okay. And can you see this Wi-Fi name on the Wi-Fi list?
33:00
Speaker 2
This connection timed out. I just did that. It said this I did twice already. V lockdown set up F. Huh? F5 two do you see it? And I typed it.
33:00
Speaker 1
Did you used the password you created at the bottom of the node? And what happens? Yeah. Because for this one. Sure. Yeah. We might need to... Yeah. Because at this point we might need to reset the node. So before we reset the node, we just want to make sure that we can access the web interface of the router. Since we can we cannot access the web interface then we will try using the app. But since your phone cannot connect to the default Wi-Fi name, then yeah that's something, yeah we might need to troubleshoot.
34:00
Speaker 2
the password and everything else. Sorry, I'll try, I'll try to figure it out because I got this one working, you got this one working for me. I'll try to figure it out because I mean, we've gone through like 15 different things and it's not working. I'm not sure why, but I can get online. I'm happy with that. But I have to try to figure out what's going on with it. Because I tried, I tried. Pardon me? Yeah.
34:00
Speaker 1
yep so because yeah it's also possible so there's something wrong with the browser okay so it's the browser not letting us accessing a page ah yeah yeah i don't this what that so yeah i understand okay yeah so yeah try using so the the phone okay okay so before we end the call sir you're welcome and anything else sir before we end the call uh
35:00
Speaker 2
I mean, I'm on my my computer is going online. Um, when I try to type in all those different things you give me to type in, it's telling me no, no, so, but it it it's working now. Well I I will check it out. And if I have to pay another $15, I'll just pay another $15 cuz I've been on this phone for like four hours today messing with this. I gotta spend some time with my wife. I don't want to do this all night. But I do appreciate your help. Thank you very much. No, I think I think you got me started in the right direction. I just have to get this thing where it can pick up the internet. But right now, everything seems to be going I think I'm happy with what's going on, but we'll see how it goes when it goes online and I'll get back to you then. Okay? No problem. And if you need any information at all, call me back. I'm here until 12:00 midnight. Okay. sounds good. Thanks a lot. Bye bye.
35:00
Speaker 1
I see you. OK. OK. So thank you very much for your time. Your name and Paul from linkage. So much. So. Hey, okay. Have a great. Sure. You're welcome. Bye-bye. Bye for now.
36:00
Speaker 2
I'll work on the other stuff tomorrow because I've been on this thing for hours and I don't want I wanted to spend some time with my wife before she goes to bed. Thank you very much. I appreciate it.
36:00