Speaker 1
Welcome to Linksys support. Hello. Uh, I'm actually calling from the UK. Um, because your UK helpline's supposed to be open, but then it wasn't. So, I thought I phoned the American one. Can you help me worldwide or do I have to be do I have to call the UK number? Yes, you can. Hold on one second. [silence]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling linksys. This is May. How can I help you? [silence] It's okay. It's okay. Can I have the serial number of your linksys? [silence]
00:00
Speaker 1
serial number is very small. Five eight, Do you know what? Give me one sec. I'm, I'm gonna put you on speaker. And I'm gonna put the microphone glass on. Phone. Now, turn it. Okay, can you hear me? Okay, five, sorry. One sec, sorry, it's really small. Okay, it's, 58W10M2AF00557975.
01:00
Speaker 2
I yeah, I can still hear you. Mm-hmm.
01:00
Speaker 1
Yeah. Five. Four. Richard, Richard, R-I-C-H-A-R-D, Haruni. H-A-R-U-N-I at gmail.com. Haruni. Yeah. hyper optic. Hyper H-Y-P-E-R optic. O-P-T-I-C. No.
02:00
Speaker 2
Is it 5.8 whiskey, one zero, Mary, a two alpha, frank two zero, five eight, eight? And how many links sites devices you have there in total? Okay, and what's your email address? So your first name is Richard, and your last name is Haroney? Okay. And who's your Internet service provider? What was it again? Okay, thank you. So you're trying to set up this links site device,
02:00
Speaker 1
No, I've set everything up, everything worked fine. This node has now gone into like a fault position where I've run through all the diagnostics, all the troubleshooting with support on the chat and they say I need to they said it's a hardware issue, so I need to replace the node [silence] Everything's fine except one. Uh yeah I think so hold on it is um Yes [ silence] MX 6,200 correct.
03:00
Speaker 2
Got it. They're all working now and the model number that you can see there is it as is it MX 6 200.
03:00
Speaker 1
Links us double oh five 88 or 5-88. So everything else works just this one is it it stays blue the light doesn't connect I'm pairing tried all the things that I was told to do. See them. In Wales Hello. Do you need me to do something? Oh, you're doing your side. Okay. Okay, no problem. Thank you. Welcome. Except the one that doesn't work. Uh, blue. Yeah, yeah, yeah. has been.
04:00
Speaker 2
Not really I'm just waiting for you to yeah Okay so Bep I just finished creating your ticket and so far the model number of your link is it's going to be the MX6200 right? Okay and they're all solid blue now I mean solid white on top. Okay what's the light status on that node? Okay it should be powered on for the meantime right beside the main node within 5 ft. Okay it is okay solid blue means it's ready to be [sound ends]
07:00
Speaker 1
I've done everything that it has asked me to do and it's not worked. Sorry, but I'm, you know, I've been through every diagnostic there is, and then it would go flashing blue and then it would go blue. Never went red. Red at least I know, but this is like I tried pairing it. I put the whole system into pair mode. So I'm a bit, you know... Oh, you're going to make me set... Do I have to set up the whole house again?
08:00
Speaker 2
Okay, I appreciate doing that in advance. So, uh, since you're on the line right now and this call is being recorded, let's do that one. Just in case it will not really gonna add, no worries, since you're still in warranty though. So just press the reset button on the main node five times. The main node only. Quick five press to reset. You know what? The five press to reset, that's actually a setup um process, not a reset of
08:00
Speaker 1
Okay. Sorry, you're breaking up. Okay. Uh, five times, right? Uh, reset. Yes. Okay. Now it's flashing red. Oh, now it's gone off. Now it's white. Okay. Solid white. It was gonna what? [silence]
09:00
Speaker 2
total default, like that. It's only a process of setting up. So you need to press release, press release, press release five times the reset button on the main node only. Yes. Press the go, press Let go. Okay, We'll still flush. And the child node nearby will gonna blink, which will take three minutes.
09:00
Speaker 1
s playing the lights data now white, however, I've been here before and in about an hour it's going to go blue. So I don't trust them. Yeah. No, like I have it on it resets it goes white because I just restarted it again. Um, and then it goes and then it goes blue of its own without me touching it. No, I mean it's an unspecified amount of time. I don't know. It just at some point it then just turns blue by itself.
10:00
Speaker 2
that was solid blue that is expected to have a blinking blue light and blinking red light, what's the light behavior of the child node and what's the light that you're trying to add now? An hour? Okay. But this is usually take an hour before it will go back to blue
10:00
Speaker 1
and then I can't reset it, and then it's a whole thing, and then I plug it back in, and sometimes it works, and sometimes it doesn't. But it's a brand new node. So, you know, all the troubleshooting, resetting, all of that didn't come good. yeah, because I spent the last, yeah, because I spent an hour doing it online with uh your chatpot. Oh. okay, great. So now, what? Do I have to wait for it to go fully again? Still solid. A. Yes. [silence]
11:00
Speaker 2
If, if that's the case then, um, this is your, your first time calling for our support, right? I mean, for our help. Um, okay. Only chatbot. Got it. But, yeah, um, it's actually a good thing that you finally called about this matter so that we can have it here recorded. Is it still solid white on top?
11:00
Speaker 1
It's all on the same, no, hold on, I can't have all four nodes in one room. At the moment, it's still showing us offline, actually. I guess I'll have to pair it. Bracket. Hold on. Oh, no, it's on now, it's showing us online. They're all, they're all connected. But, for example, the
12:00
Speaker 2
Okay, good. Now open your app. No need, no need. What's the dashboard that you have there? Is it like... [silence]
12:00
Speaker 1
there's say again. Hold on. Network and network administration. Yep. Yeah. okay. Well, the first one listed is the first one is the router, and then the next one is the problematic one, and the one after that is another one. So,
13:00
Speaker 2
sure three lines on the upper left I need to check it farther since you mentioned it keeps on disconnecting tap the three lines on the upper left and go to network administration and go to nodes and then tap the first one there listed and check what's the firmware firm version Yeah the firmware for the first node listed is 1.0.14
13:00
Speaker 1
one point zero point 11 the one I gave you is 5 through 8 W1 0 M 2 A F oh sorry MX 22 MX 6200 series. Yep. Now this is the one giving me trouble. Hold on. Let me find one that isn't giving me trouble. Um yeah 1.0.14. up to date. [silence]
14:00
Speaker 2
what's the model number model number uh... that's not really the latest one point zero point eleven right You still got the old version. Tap the second note listed, that's the one giving you trouble. So tap the second one. Hmm. Yeah, that's actually the latest.
14:00
Speaker 1
and the other one is also up to date. so the one that was problematic, maybe because it had to do a hard reset, has not caught up. yes, yes. okay. Update it. Yes. Well, there's a button that says update router. I can just do it on the app, no? yeah, update now. ok, updating. Another issue I have with this system and maybe you can guide me on that. I live in a reasonable reasonably small house. I have.
15:00
Speaker 2
the uh sorry i'm quite confused the one that is having a problem is that the one outdated 1.0.11. Okay so it did not automatically um update itself usually it should update overnight therefore you need to um update it manually do you have a computer oh good yeah top one update
15:00
Speaker 1
in my sitting room because it has to connect to the internet as it comes in the house. and then I have to put one immediately outside the room. I thought, basically I thought the coverage would be further than I'm getting from it. I don't really know how to tell what the best, you know, how can I see where one would will work well without having to plug it in and check it, wait for it to load then, you know, it's quite a time consuming process. Is there a quicker way to kind of can I with the app test the signal to where I'm standing within that with the thing or not? Yeah
16:00
Speaker 2
[silence] There's actually signal strength that will determine if the node is having enough signal or not. Threshold is negative 72 if it goes beyond that
16:00
Speaker 1
So basically just got to walk around the house to to see and plug in each time and wait for it to start up. Is that what you're saying? Yeah, okay. It takes a long time. Yeah, okay. All right, well this update seems to be taking a while. Um, okay. And it's just gone blue now. Is that normal? Is that part of the firmware restart? [silence]
17:00
Speaker 2
It means the node's location is far or it's not getting enough signals, so that will be your that will serve as your guide if the node location is okay or not. Still under network. Ah, yes. Once it's fully rebooted, you can just check on the app if it's already on a good location or not. Indeed, it will take five to six minutes, depending if it will be successful or not. That's actually depends on the actual LED behavior will change from time to time.
17:00
Speaker 1
And now it's flickering. So it's flashing blue, that's normal. Okay. A question for you as well, if I may ask. I want to take one of my nodes and plug it into a... So I've got a hardwired network in the house as well. If so, I've got the, the, the router one plugged into the router.
18:00
Speaker 2
Received. You can go ahead.
18:00
Speaker 1
The main one, okay? And then I wanted one of the child nodes, I'll plug it into my data point in the console, it's too far away, to get a radio signal. So we'll get a, just a wired thing. I put it in the socket with the two-headed arrow. Is that right? Yeah. Okay. Okay. As opposed to the one, the main one, which is plugged into the top slot, which is the other. Yeah. I would say about 80%.
19:00
Speaker 2
Yep, that means it's wired, that symbol. Got it. Okay, the progress bar there for a firmware update. Is it almost full? how is that is it still doing firmware update
19:00
Speaker 1
Oh, there we are. We are in and we are going to. It's super close. Looks like, it should have finished.
23:00
Speaker 2
It's, uh, it's already downloaded. It's having 1.0.14. Double check the firmware. Ah, okay. All right. Just, uh, keep standing where you're at. I mean, just keep the phone right there. If you have something to do, Richard, you can do it for the meantime. It will already take a while. [silence]
23:00
Speaker 1
Uh, no, still going. The boot, the blue, the blue light is flashing blue on and off. Huh? Yes, we do. It, it might be serious. It can take a long time. Say again? What? It's still, I mean, the whole bar went blue. It's still kind of scrolling and the node light is flashing blue.
25:00
Speaker 2
For some files, you can recoveries. So, that's it.
25:00
Speaker 1
and sometimes it flashes faster, and sometimes it flashes very slow. And now it's kind of more off than on. All right, this is I've done all this with this route. I mean, how long should this take? [silence]
26:00
Speaker 2
Usually, it should take only three to six minutes, but in your case, since it was really outdated earlier, like there are three other firmware after the 1.0.11.
26:00
Speaker 1
Yeah, yeah, yeah, I'm on it. I'm watching the thing spin. I haven't moved, literally, just really got one from Wi-Fi and this is it. Yep, yep. I mean, I can't close the app. Can I? Hello? I can't close the app on the phone, can I? No, it's still showing as still working. I've got the the circle on the top, you know, the arrow going round. [silence]
27:00
Speaker 2
That's why it's taking a while. And also check if your phone is still connected to Wi-Fi. Um, hmm, if the firmware update is already done you can you can first close up and then work again. Okay. You're prompted back to the app.
27:00
Speaker 1
No, no, no, but I'm still stuck in this page in the app. Do you want me to close the app? Should I restart the app? There are no three lines. It's just a white screen with a, with a router updating. I can't get out unless I close. Yeah, okay. Okay, Because you said so. Okay. Go into Network Admin. Hello.
29:00
Speaker 2
Yeah, are you routed back on the network administration tab? No need. You can go back now, uh, top the three lines and go to. Oh, okay. So yeah, you can close the app and then reopen.
29:00
Speaker 1
Yeah. Yeah, I'm in the the node, the problematic node is showing as offline. Yes, it's showing it as, it's showing offline. Oh, no it's saying power is on, make sure all node power cords are plugged in and in the.
30:00
Speaker 2
okay, that we just updated, I need you to double check. offline for now, but the firm where is it visible? that's how to do that.
30:00
Speaker 1
So the light is on, so it can't connect to it, it can't speak to it. So this is, I mean, we're back to square one, as far as I'm concerned. I've had this situation now with only so many hours I can spend trying to troubleshoot this thing. Yeah, what do you want me to do? So, okay. One next. How do you mean? It's still,
31:00
Speaker 2
yep okay at this point can you first close the app and then reopenMhm so the child note is already relocated back to its original location or not yet [ silence ]
32:00
Speaker 1
[a car horn honks]
33:00
Speaker 2
One that we added. Not good. Yeah. And the app status there, it's showing offline right now. Okay. So we just did a firmware update to that. Uh, kindly switch it off and then switch it back on.
33:00
Speaker 1
How long does it take to boot up? Hope you're sitting comfortably. [silence]
34:00
Speaker 2
One minute should actually do, but since it's still flashing till now, I mean to boot up, three minutes max. Uh, I see.
34:00
Speaker 1
nope, blue, it's just blue solid and then it kind of long blue light and then it dropped out. solid blue. say that again. yeah. so what's it up? no, nothing else, just me, just my main Internet and neighbors.
35:00
Speaker 2
let's make it a little bit shorter. is it flashing red? currently, it's steady blue. all right, please check your wi-fi list if there's Bellop setup wi-fi showing up. check your wi-fi list, not on the app, but the wi-fi list. if there's Bellop setup wi-fi,
35:00
Speaker 1
what would it look like if it had a its own Wi-Fi?No no you're saying I should, does the node itself throw out a Wi-Fi signal to connect to? No. No I I I'm on my Wi-Fi list, what did you want me to look for? No. it's flashing blue. it stops between flashing and long blue. there's not one or the other, it's constantly changing.
36:00
Speaker 2
Solid white actually, all three nodes. Pardon? Ah yeah, develop setup name can you see it? Okay, but the node right there is still steady blue? Okay, now rebooting. The serial number that you provide
36:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] Is it showing up in your list? Do you want me to give you the number again? Yeah? Yeah, call um cool.
37:00
Speaker 2
said to me earlier, was it the serial number of that node you're having problem with, am not surprised. I just created a ticket here for you, which this product is registered under your email. All right. Still flashing blue. So that means we need to do a reset after the firmware update that we did. So can you press and hold? Don't worry, this will be the last time we'll have to reset that. So just press and hold the reset button. Let go when the light goes off.
37:00
Speaker 1
It's not going off. It's just flashing blue. Oh, it has gone red. Hello. It's gone, it's red now. I let go once it went red. All together. It's gone blue now.
38:00
Speaker 2
Mhm, yeah it's [silence] yeah that means it's not resetting at all. are you still holding the reset button? oh okay. can you press and hold it again? let go only when the light goes off. [silence] when the yea just the reset button
38:00
Speaker 1
The light's gone blue. I'm not affecting. I'm not affecting. Yeah. No, now it's flashing blue. Yes. No now. It's gone off. Sorry. Those, those steady white. I didn't want to shoot that like you did, but, but yeah. Oh, no, it's flashing blue. [silence]
39:00
Speaker 2
sister but the default Wi-Fi is not okay let go of the button it will blink blue and it will turn into steady blue that's the time we can add it back to its mother to the parent node ah yeah once it's steady white we can not yet we haven't added that node that particular node yet is it back to steady blue now
39:00
Speaker 1
It's steady blue now. And now it's just gone off. Chris now, steady blue was off, Now it's back on. just flashing blue. Can we agree that this is not working? yes, but I don't see that it's upgraded. I think it's just not working because it's not actually connected for me to actually see that it's got the latest somewhere in it. Now it's steady blue, yeah. No, it's just gone off again. Sorry, it's just gone off. It's flashing. Hmm.
40:00
Speaker 2
Oh yeah, I understand your point Richard, you've been dealing with this one. But yeah, again, since this is your first time reaching for our help, you know, we really need to run through and we just had to reset since we upgraded it into the latest firmware. So we're just gonna try to add it one more time. And is it back to steady blue now? Okay. Okay, flashing blue. I'll set the timer for five minutes.
41:00
Speaker 1
[DOWNWEIGHT] It's rather dangerous. I can't even I can't I can't take this. off. Yeah. and then you'd have to I just yeah. it's just well yeah. It's a little flashlight. Thanks. Oh for sure for light. It's steady blue right now, but not sure if that will stay blue. um yeah, it's gone off. yeah, it's off, flashing again.
42:00
Speaker 2
We're here one minute only. Let me know once it change back to steady blue. Okay, time is up. Is it still flashing blue? 10, 9, 8, 7, 6, 5, 4, 3, 2, 1. Okay, and it's already connected directly the power outlet. And the power specification of the adapter, did it match the one that is labeled underneath? Can you tell me what's the default Wi-Fi name indicated underneath the child node? What's the default Wi-Fi name on this particular node that's on the sticker underneath? This node,
42:00
Speaker 1
Are you not in the menu. Yeah. OK. Where do I see the wifi name? Yeah, I'm looking at it. So, I've got wifi setup name links is double 0 5 88. And then it's got a password and then a key. Is that what you're talking about? Yeah. Say that again. Yeah.
44:00
Speaker 2
that's on the Wi-Fi list so I mean for that node it's underneath on its sticker underneath yep okay so its Wi-Fi is just broadcasting then the Wi-Fi of that node is still available okay and it's back to flashing blue again right
44:00
Speaker 1
I know it's solid but but if you count backwards from 10, it's just gone off. So yes, it's flashing blue. I mean, I appreciate your thoroughness, but I have spent about two hours doing this with your online chat, or on your online in chat I think it might have been a personally I can't remember honestly. And now with you, we've been on the phone for 45 minutes. I don't know how much time I need to spend trying to make this thing work. [silence] there's like a chapter and I used to always have to do that. I'm sorry. You know, I thought that he'd get better at it. I'm just there to do that, but then also go, I'm really tired. Yeah. What's going on? Yeah, well I just turned it off and on again. So yeah, it's now blue. yeah, it's still blinking blue. yes, it's still blinking blue.
45:00
Speaker 2
All right, since you've checked already. The light indicator is still blinking blue
47:00
Speaker 1
Yeah. What are you waiting for? Yep. Yes, it is. How long do we have to wait for this to keep going on for?
49:00
Speaker 2
Yes. Yeah. I'm just waiting for the delay to change. But was it still blinking blue? The light indicator of the child node that we're trying to fix. Is it still blinking blue on top? Yeah, just for a couple of minutes. And it appears still flashing blue right now. And do you have a computer? Here is what we need to do, Richard. We need to connect to its default Wi-Fi name. And we need to check if the rest button is functioning.
49:00
Speaker 1
I cannot, no, I don't have a to Mac and I don't have a wire. So what do you want me to do? I do. I've just taken out my bag. It is ready to go. Tell me what you want me to do, please. There isn't one. Hold on. Yeah.
50:00
Speaker 2
or to make it real quick can you wire your computer directly to this child node got it but you do have a computer am i right uh yeah connect to the wi-fi name valup setup check the wi-fi list
50:00
Speaker 1
just a second. for how long? until it goes red or beyond that? off. up to the final. to the right level physical level one wall is under four. oh yeah high
51:00
Speaker 2
Okay, and if that's the case then um I know you're ready do this but can you do it one last time? Press and hold again the reset button on that child node. Same thing, just keep holding it until the light goes off. Uh-huh.
51:00
Speaker 1
Oh, okay. Please. Um, because it's like late, it's, you know, ten past nine in the evening. Just so you know. Okay. Thank you. [silence]
53:00
Speaker 2
This one. Just gave me 30 minutes next. Thank you. All right, I'll update that. Thank you. [silence]
53:00
Speaker 1
yeah hi still flashing blue by the way yeah Yeah. Yeah. Yeah. Like three weeks ago, or less than a month ago. Correct. I've got a three and a one. Now, the one, I, I mean, I could return it as the one, but I know that serial numbers will all be different and I don't want to get stuck. So it is one of the three pack.
58:00
Speaker 2
Types of replacement in your country, because you purchased it in Amazon. And for United Kingdom, we normally like recommend our customer to have it returned from I mean from where they bought the unit. In your case, you bought this one, can you remember when? Was it last month? Three weeks ago. Okay. I'll provide you a ticket number now, Richard. We need you to try to return it to Amazon. And then let us know if ever they won't process a replacement for this one unit. Just to verify, you bought it three packs, right?
59:00
Speaker 1
But now I don't want to return the other two because my whole internet is connected to it. I just want to return the single one. That's OK. I mean the one, the faulty one of the three. Is that OK? I don't know. I haven't asked them yet. Yeah, I guess so. Right. Uh please, please do that. Can you can you do that? Yeah. Do you want to give me the number anyway.
60:00
Speaker 2
Uh-huh. For that one you need to, so that's their policy on Amazon, like you need to return the whole three packs. If one got okay, just let them know that you've called already links sis and then you're just it was proven that there's only one node that is defective. Just can you keep this ticket number with you or I can email this one as well and you can like show it in Amazon. Yeah, I will. So, yup, just expect my, yeah. Your ticket number is A2Z7DX22T4WA9U. So that's Lima, Echo, Tango, Sierra, zero zero one, three, six, nine, four, eight. Yeah, I will. By the way, can you tell me what's the voltage and ampere-atch of this one, the one that's kept unblinking blue still, is it 12 volts and 2.0 ampere-atch.
60:00
Speaker 1
Sorry. Our voltage is 240 volts in the UK. I don't know what you need to know specifically. Yes. Can I just check that I get it before you go? Sorry. Yes, please. I've waited too long on this call. I don't want to lose it. Tell me when you send it, I will check. Okay. Okay.
62:00
Speaker 2
yes hello ah yeah yours is swlogin ah yeah okay i'll send it to you then okay uh once this is done i'll just wait for five minutes max i'll send it to you thank you so much for your time uh yeah just sending me the email okay yeah sure sure all right i'll just give me five minutes thank you [silence]
62:00
Speaker 1
Yeah. Small. yeah. Now hold on correct All right.Interstellar reinforcement. And I'm nothing گستeres. high. Richard Harouni at gmail.com. Yes. Is that right? Just confirm spelling. H-A-R-U-N-I. You say Harouni? Hmm. It's weird. I'm going to just look it up.
68:00
Speaker 2
all right can check your email now silence okay let me try to resend this one silence yeah reicherady at gmail.com silence check your spam it's gonna be coming from customers support laces.com I'll send it again ironny spear Us H A R U N I okay thank you for your time today Richard um let us know if ever they want press a a replacement okay all right
69:00
Speaker 1
Bye bye. Thanks a lot. You too. Bye bye.
71:00
Speaker 2
you take care, then. Bye for now. Bye-bye.
71:00