Speaker 2
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00:00
Speaker 1
This message has been transferred. Hi. Notify the caller. Hey, Carla. Hi. Thank you very much for calling. Uh, I bought this out from somebody else and they had the links just all set up, so I'm not familiar with it, but everything was working perfectly. And then one by one, our our little white boxes, uh, the red light went on all of them. Uh, all but one of them. So I've tried, uh, following your website directions of resetting them and unplugging them. And, uh, that's why I'm calling. And it said, make sure that I had the serial number. I don't know what what the main one looks like or where it is. [silence] A whole bunch of them. Like that's right. Uh, if I have five nodes, four of them are red. One is green. Uh,
08:00
Speaker 2
How may I help you? for Lynn, this is Carl, how may I help you? [silence] Okay, so basically your hobbit problem of one of the nodes right now. Like it has read all of them.
08:00
Speaker 1
Yes, I think it's five nodes and they were all green and now four of them are red. Okay, so this is I'm not familiar with this. What does it look like? Oh, I see. Okay, so it's not a special box or anything at all. That's right. I have a router. That's correct. Yes, I do. Yeah. I can't see Linksys anywhere near it at all. I can't see a link.
09:00
Speaker 2
Again, total of five nodes. You're gonna share this with the rest of the audience, okay? Okay. Okay, four. How about the one that's connected straight to the modem? To your internet provider? It's probably like the same with the other nods that you have, sir. The okay, so you got about $80,000 worth of load. I don't have any machine here today, so I'm just going to test it with a circuit for the breaker panel. Okay. No, sir. You have there a box from your internet provider, right? Okay. And that one is connected to what device? That another linkses, correct?
09:00
Speaker 1
links is device near that box at all I can see a little black box near but it doesn't say linksys on it or anything at all hang on for a second my dog is having a problem just Hank can you bear with me one second come in please sorry I'm just I'm just going down to it right now just bear with me stop stop stop sorry she's very very old there you go sorry move move move move sorry how how are you today okay I'm sorry I'm taking care of my dog and she's very old I'm just going downstairs now okay here we go okay here's the only green one okay so I'm going to my router from my internet company okay I'll get my helmet on okay here we go uh are you there [silence]
10:00
Speaker 2
What's the name of that box? [silence] okay. I'm good to [silence] [silence] [silence] so
10:00
Speaker 1
Okay, rate to the router, there is a little black box and it says, there's no light or anything on it at all.
11:00
Speaker 2
Yes. [silence] Okay. What's the name of that device Lynxis? Okay. [silence] Okay. What's the model number of that device sir? If you could check it at the bottom. [silence] And the light on that is red, correct? [silence] Okay, do you have the model number yet? Just let me know if you have that.
11:00
Speaker 1
Hang on. I see serial number. Does that help? Oh, here's model. Here's I've got the model number. The model number is W.H.W. 03. The serial number is 20. J 1.0.c. 6-2.7.c. 1-9-6-7. That is correct.
12:00
Speaker 2
yeah for sure. Okay, how about the serial number? okay, thank you. alright, let me just check if I got the correct serial number. that's two zero Jay for John, one zero, C for Charlie, [Unknown], C for Charlie, one nine six seven. alright.
12:00
Speaker 1
Bell. Yes, I am. That's correct. That's correct. And there's one close to here that's actually green. Yes, there is. To the one that I'm holding in my hand right now. [silence]
13:00
Speaker 2
Okay, and who's your internet provider, sir? and you're calling from Canada, right? okay, alright. So this uh, router that you have, um, Okay, this one and then there's another four on the upstairs, right? And all the light there upstairs are all red as well. Okay. And this one, sir, the WHW 03. Uhm... there is a cable plug in to the port, right? And the other end of that cable is connected to the uh, which device? Is that a do?
13:00
Speaker 1
It's the one that I just actually hang on for one second. D This, this is not, this is completely, that's odd. This isn't plugged in at all to the router. There's no cable plugging into this. At all except to plug it into the wall for electricity. That's odd. But everything's been working until everything's been working fine. So this has to be plugged in somewhere. Yes, my phone number is 416.
14:00
Speaker 2
So there's no cable plugged into that lynx is it actually electricity? Okay, so sir before we continue, let me just um create a record. Can I have your phone number?
14:00
Speaker 1
5 2 3 4 6. My first name is Howard. H O W A R D. Green. B-R-E-E-N. It's my name with a dot in the center of it, so Howard dot breen. Gmail.com. That's correct. Only the power. That's correct. There's only one that has a cable attached to it and it's outside. [silence] There is number one. That has the testing letters on the side. It's white and it is detached from anything.
15:00
Speaker 2
mhm mhm. OK. And how about your, um, first name and last name? Mhm. Mhm. OK. How about your email address? OK. OK. Thank you. So again, there is no cable attached to that, that Linksys device, right? Only the power. OK. Um, if you're going to check the other nodes, sir, the one that's upstairs, is it the same thing as well? There is no cable attached to it.
15:00
Speaker 1
It's not in the house. I've never seen the cable attached to it and it's outside. It's not near the router. I don't know what goes into the wall and I don't know where it goes after that. All but one, only one is green. But they were all they were all green three days ago. Yes. No. No. This is all wireless here.
16:00
Speaker 2
Okay, and that came and this not being rather and that cable is connected to where sir. And again, they're all the red, correct? That one, the one that has like green like sure, um, is that like connected via ethernet or is it via wireless? So the one that's outside. The light that has an Ethernet cord, The light also is red, correct?
16:00
Speaker 1
Okay, here I am. And on the, this is got a red light now. And it has, it has a number of cords going into it on the bottom. It's got the plug-in cord, and then there's two other cords going into it. Let me just check this one. Hang on, sorry. Just a sec. I've got to turn it with one hand. Yes, same model number in this.
18:00
Speaker 2
So um, all your notes as the same model number W H W 03? How about the one that is on green like right now sir?
18:00
Speaker 1
It's the same one it's the same model number. That's correct. Yes, it is. It's just plugged in Thank you. It's just plugged into electricity, that's all.
19:00
Speaker 2
Mm-hm. That one that has a green light, there's no cable attached to it? Okay, and is your internet connection working fine right now, sir? Okay. So your modem from your, from Bell, it's not wireless, right? But again, the one that has a um green light. Okay.
19:00
Speaker 1
I can see. Well, that's an Amaji Device I saw, and then beside that was a was a little white links box. [silence] Not that I can see. [silence]
20:00
Speaker 2
okay. Because I'm not really sure as well that this light is green even though, um, it's not connected to any device and there is no router that connects to the modem right? Um because the d the one that you have checked earlier sir that's the, um, that is the sage modem, sage moon modem right? [silence]
20:00
Speaker 1
uh yes yes it is it's uh it's uh all white box i don't know the answer to that my device is my device is connected by wi-fi to the the router.
21:00
Speaker 2
you have from Bellser. Is it like a modem router as well? And then your, you mentioned that the internet is working. Is that your phone or your device connected to the Linksys or is it connected to the Sagecom?
21:00
Speaker 1
[ Silence ] It was working three days ago [Silence ] and then stop. Yes, many... [ Silence ] Well, we had a power out with the storm for very short period of time. And then and then these, we started noticing these weren't working. Uh, well, with a number of the notes, with a number of the boxes, I've unplug them for 20, 30 seconds. And then I have plugged them back and started working.
22:00
Speaker 2
uh... this was working before sir right? [silence] um before it stopped working sir, what happened? was there an outage or did someone disconnect? [silence] okay. [silence] whe when you all observe that there's no internet connection, what problem solving steps you have made to check?
22:00
Speaker 1
back in waited until the red light came on and then I tried to reset them with the little red button on the bottom and they just keep going back to the red light. Well I did uh a couple of them and right now I'm trying to do that on the one that's outside that has the cable in it. So I'm trying right now to do the one that has cables coming out of the bottom. And right now it seems to be trying to flash blue. flashing blue on the top. No no I'm sorry it goes into the wall. All I know is it just goes into the wall. Now so right now the one the Lanxess little cube that I'm holding has stayed blue now. It doesn't seem to be going back red.
23:00
Speaker 2
uh-huh okay um and you don't know where that cable um connected to right [silence] and did you reset all [silence]
23:00
Speaker 1
It's now blue on the top. Uh, yeah. It is? it's the same one. but this, this has a number of cords in the bottom. Oh, now it goes red. Now it's back to being red again. Yes, I, and I, the only one that has any cords in it is the one I'm holding right now, and it says it's got two ethernet cables in it. No other device has anything in the bottom. Only this one in my hand has any tables in the bottom. Hang on. Hang on. I've gotta go back downstairs. Oh, hang on for a second.
24:00
Speaker 2
What's the model number of that device? Is it the same, WHW03? Because right now we really need to identify which one is your, um, we call it as the main node or the parent node. Okay. On your Sage modem, sir, was there a cable also attached to it?
24:00
Speaker 1
I don't a different part of the house. So bear with me. go back down to the step modem. Hang on. Oh boy. No, I'm not there. I'm over here. Come here. Come here. Just wait. No, you can't come down. No. No. No. Hang on. 10 seconds. No, they're all right. All right. Here we go. okay, so I'm back at the original device. St. Yes, The St. is is plugged in to the back of the bell modem and it says, this is called sage, no, it's called sage, sage moon. That's all I can see on the top. It says sage moon, and it doesn't say anything about lensts at all. Not be to me. Are you still there? No, it says sage, hang on. Oh, it says S-A-G-E-M-C-O-M. Yes, is that is that yours? Is that lenxs?
25:00
Speaker 2
Yes sir? Um is it Sage moon or Sage com? Okay Sage M. Com. okay No sir It's not ours
26:00
Speaker 1
no [silence] no [silence] it's only plugged in for electricity. [silence] and then there are there are a number of other cables plunged into it that I can't even see where they go. [silence] they just go into the wall. [silence] no [silence] so it's plugged into the wall for electricity [silence] and there's another cable that's plugged into the router and that's all.
27:00
Speaker 2
So, from your Bell modem, there's a line that goes to the Sagum-comm modem. And then from the Sagum-comm modem device, is there is a cable plugged into it, aside from the modem from Bell? So... So, on the Sagum-comm modem's routers, aside from the power, there's another cable plug-in. Uh-huh. And you don't know, uh...
27:00
Speaker 1
This November. one is all connected to bell this is Lots of anywhere else. This is the one connection from this thing and goes into the back of the router. There's no other cable. That's, that's correct. no we we have done any done nothing at all to the modem nothing at all. But coming out of coming out of the back of the bell modem are a number of white cables. and in the modem that was outside your Linksys outside they're they're what there were two white cables going into the back of it. I'm believing that that one outside that Linksys.
28:00
Speaker 2
Where to um that where it goes to right? Just connected to the to the wall. Mhm. So only one that's going to the modem right? Um earlier today did you disconnect something out from the um these devices like the cable? Mhm. Mmm.
28:00
Speaker 1
outside for whatever reason is the one connected to this modem it's the only thing that can be connected to it there's nothing else to connect it [silence] there's a green light on that device it's a black little square no it's just it's horizontal it looks almost like a cigarette pack
29:00
Speaker 2
Okay, right. And on the Sageam com modem, Dad. device, sir? What are the lights on that device that are lit right now? Okay, and that color. Is it white or black? Uh, no. It's a square light, like standing, right? Um, okay. Okay. Okay.
29:00
Speaker 1
Yes, it is. Yeah. OK, I have to go. Well, our internet has been, the internet has been on. I had the TV, well, I had the TVs on and they are, they are Wi-Fi. So I had one TV on upstairs before I called you and it was working and it's a Wi-Fi TV. So it can't work with Wi-Fi. But I'll check, I've got my computer right here and I'll see what's going on. I can check on my phone to see if I'll go to my settings. It's showing why, it's.
30:00
Speaker 2
So here's the thing sir, we might need um, but you you mentioned that the internet is um working like on your phone [silence] or how about on your computer sir? Maybe your phone is using the data the mobile data, that's why it has internet.
30:00
Speaker 1
Wi-Fi is working on my phone. Uh... It's connected to Whitley one. yes. Yes, it is. Yes, and Linksys was hooked up to Whitley one. Okay, I'm just opening my computer. Hi, how are you? And hold on. Hold on. Hold on. It's a laptop and it's showing Wi-Fi is working.
31:00
Speaker 2
and it's connected to what sir, connected to what name, is it the name from your Wi-Fi router, wireless router, from Linksys, your computer sir, is it a desktop or is it a laptop? and it's connected to your Wi-Fi phone
31:00
Speaker 1
this is just connecting to my router yeah that's correct [silence]
32:00
Speaker 2
Your links is right. Look at again, laptop, phones and TV. They're all working, right? Okay.
32:00