Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, this is Jean from Linksys technical support, giving your call back as per your request. Okay. Is this Joseph, right? Okay, now can you please unplug the power adapter of both the modem the block box and then the parent node on Linksys. Now you may now proceed to plug the power back of the router. Yes. [silence]
00:00
Speaker 2
Oh, uh, this is Not me. Yeah. Yeah, yeah, this is me. I did. Yeah, so I'm plugged the power from the spectrum router, and I unplugged the power from the Linksys. So, they're both unplugged. Do you want me to plug the router back in now? Okay. All right. So just
00:00
Speaker 1
the modem, yes router than the modem. Okay, so plug the Linksys router first, then the modem. Let's just wait for both devices to fully boot up and it will take three to five minutes. So just keep observing it and then monitor the, the light indicator of the parents node. Yes, so they are both booting up.
01:00
Speaker 2
Plug my router back in. And did you want me to plug in the modem as well? And the modem, alright, I'm plugging it back in. Alright, so now I've plugged that back in. I did. I did that already. So I plugged in the Linksys router first, then I plugged in the modem. Yeah, I mean, if the light turns green on the device, that means it's probably operational, correct? Oh, oh, they're both booting up. All right, yeah. [silence] That's fine. I will check that. Yeah, yeah. What did you say? I can't hear you because that like like to be do okay. No, I am fam boon Sporing. Yeah. What you have in we first you go you just simply provide Joe message. All right.
01:00
Speaker 1
And make sure also the Ethernet, yeah, the Ethernet cable is also properly plugged in from the modem to the internet port of the parent in toward. Okay, that's good. [silence] No, need. Uh, let's proceed to set up your link devices first. Yeah.
02:00
Speaker 2
So, and this one, uh, yeah, it's plugged in. They're both plugged in. Yeah. Yes, again. Okay. Yeah. They're both plugged in. So, this main link, this node, um, node, and it, um, it sends a signal to the one in my TV room, correct? So, I don't, am I doing anything in my TV room to the, link, no, no, no need to. Okay. Because right now, okay. Because right now, the one in my TV room is blinking red. It's blinking red.
02:00
Speaker 1
because we power cycle the parent node. So you have two links or the devices, right? They are both W H W 03. The model number of your links as devices are W H W 03. Yes. And what is the light indicator of the parent node, or the main router? And can we check the physical connection, sir, the ethernet cable?
03:00
Speaker 2
Yeah. Alright. Right. Are they both what? Oh, the model number. yeah. W H W 03. That's correct. Uh-huh. That's my model number. It's just solid red right now. Yeah, that's It's plugged in. Do you know if, um, turn it? OFF.
03:00
Speaker 1
Can we press and hold the reset button of the parent, let's now turn the main router for, let's just say, 10 to 15 seconds, but make sure the light blink red, then goes off, then turn to solid blue. So when it start blinking blue or turn to solid blue, release the reset button. [silence]
04:00
Speaker 2
it's plugged into the link this router. So nothing's changed there.
04:00
Speaker 1
Blink red Ghostov, then turn to solid blue. No, when it turns to solid blue. Yeah, but of course while, yes, and while holding the reset button, circle and they describe the light behavior of your Linksys router.
05:00
Speaker 2
Starts the light shows blue. Is that correct? All right. So when it starts blinking red, then I take my finger off the button, correct? When it turns to solid blue. All right. So once it turns to solid blue, then I take my finger off of it. The light one just went off. There's nothing there. So I'm holding it down now. And so, um, you're saying, when the light comes back on in a solid blue, then I take my finger off of the button. Is that correct?
05:00
Speaker 2
It when it shows blue, I take my finger off the button, is that correct?
06:00
Speaker 1
Okay, and let me know once the light indicator turned to solid red. Okay. Now it's ready for setup. Kindly press and release the reset button 5 times within 5 seconds. Okay. So, to set up this router, kindly press and release the reset button 5 times within 5 seconds. No, press and release. Press and release the reset button 5 times within 5 seconds.
07:00
Speaker 2
when it turns the solid red right okay okay hang on Okay hang on for a second so um it hasn't turned red yet so I'm waiting for it to turn red right there it is now it just turned red now okay so you want me what uh if your phone was cutting in and out so I I hold the reset button down for five seconds okay okay and
07:00
Speaker 1
I'll get setting up. Yes, just keep on observing it for three to five minutes or for this router to set up. Let me know when it turns to solid red or solid blue or solid green. Yes, it's setting up. Yeah, it's setting up.
08:00
Speaker 2
I just did that. Now it looks like it's blinking yellow. That's a good thing, right? All right, so it's going to turn to one of those three colors then, correct? So, uh, yeah, cuz when it's, when it's running, it's, it's, it's yellow. The light is yellow when it's running correctly. All right, so, um, all right, I'll let you know. Um, I'm curious. Um, I'm not that since we're waiting. Um, so I, I don't know. Uh, when I call Lex's support, I don't know what
08:00
Speaker 1
no, it's not. No, we are actually, no, it's not. Uh we are actually open, uh, open, uh Monday to Friday 8 p.m to 8 a.m to 11 p.m. Eastern time, so from 8 a.m to 11 p.m Eastern time, Monday to Friday. Yes. exactly. [silence]
09:00
Speaker 2
hours you guys are available, it seems to me you guys are available 24 hours a day. Um, is that the case? What or 8, 8 to 11. And what state are you in? Where? Eastern time. All right, so 8 In 1 p.m. Eastern time. Okay. All right, so it's turned solid green now. [silence]
09:00
Speaker 1
Okay, can we check if we have internet connection now? So kindly connect your phone or any device there to the default name and password labeled on the bottom of the parent node. Yes. And since we reset your linksys router, it's back to its default name and password labeled on the bottom. Yeah, of the parent node. Yes, go ahead. Because it's solid green now, it means it's providing internet connection. So kindly connect a device to your Linksys network. [silence]
10:00
Speaker 2
Solid Green. Okay. solid Green. Okay, you want me to check my internet connection you're saying? On the bottom of the Linksys device? Okay. Okay. So I'm going to go, I, I have the internet connection on my computer. I can just go to my computer right now to check to see if the connection's working. All right, so, um.
10:00
Speaker 1
So what do you mean it's working now? Okay, that's good. Kane Lee moved the child node closer to the parent node.
11:00
Speaker 2
the 15 seconds and so I am able to access the internet which is a good thing but no it's uh well the um linksys router is right next to the [silence] 15 seconds
11:00
Speaker 1
Because the main router is always been connected directly to the modem, sir. So you have two Linksys devices. You have an extender. And since we reset the parent node, the extender is also lost its connection. So for the setup process, you need to move that one same room with the parent node about 2 or 3 feet apart. And plugged that directly to the wall outlet. Move your extender closer to the main router. You have two Linksys devices. One is the parent node, and then the other one is the.
12:00
Speaker 2
the Linus is node is right next to the spectrum router. or is Linus router is right next to the spectrum modem. they're right next to one another. That's correct. Right. Okay. So, you talking about for the TV room, I have to move the modem. Can you explain that again? All right.
12:00
Speaker 1
Yes. That's what I'm talking. You need to move the other node closer to the main router. You cannot move your main router because it should always be connected directly to the modem using an Ethernet cable. But for the other node, you need to move that one closer to the main router.
13:00
Speaker 2
Right. So the, the parent mode, you want me to move that closer to the one, to the router in my, in my living room. I, I don't have a way of doing that. There's no, there's a cord, but it won't go very far. Uh, it's tied very tightly to this here. I can't move it any closer. Maybe I can move the one in my living room a little bit closer. Oh, you're talking. Yeah. All right, so it's connected with a short cable and I can't move it very far. It's um, uh, it's, um, uh,
13:00
Speaker 1
No, we can set up that one, sir, via wireless. All you need to do is to unplug the power adapter and then move it closer to the main router and place it two to three feet away from the main router.
14:00
Speaker 2
come close to the main router. I don't have a way of doing that. My cord's not long enough. Do you want me to unplug? Say, do you want me to unplug the you want me to unplug the child router and move it closer? You don't know I mean to unplug it and then move it closer to the mean linkus router? Is that what you're asking? So I'm going to completely I have to unplug it to do because it's plugged in, correct? So I have to unplug this.
14:00
Speaker 1
okay, and can we place that node about two or three feet uh three feet apart from the parent node?
15:00
Speaker 2
All right, so I'm unplugging it now. All right. All right, so Okay, so I've completely unplugged it. Okay. I've got it unplugged. Okay. Now, I'm going to move it over right next to the main router. All right, so I've been plugged in, and it's right next to the main router now. Okay, so I've got it about
15:00
Speaker 1
and is loved [silence] All logged in or directly through evolve outlet. [silence] kindly plug that node directly to a power outlet. [silence] No, we cannot set up this router Sir wirelessly. No need to grab a cord or an ethernet cable. All you need to do is to move the node and the power adapter to plug the power adapter into the wall outlet and to place it 2 to 3 ft apart. [silence] Yeah, because we cannot set up a router if it is turned off. We need also to make sure that it is
16:00
Speaker 2
can I do what uh how would I do that the cords are back in the other room how would I plug it in all right right so I need to go get the power the power adapter from this one here and and plug and plug it in is that correct yeah yeah All right, so I got to turn the power, all right, I understand. So I got to unplug the power on this. All right, got it. Yeah.
16:00
Speaker 1
Okay, that's good. Now let's just wait for the router to fully boot up. Is it blinking blue? [silence]
18:00
Speaker 2
OK, so I'm now about to plug it in. All right, I plugged it in now and it's about three feet apart from the other one. It's blue.
18:00
Speaker 1
It's still booting up. So please keep observing that note. I guess it's blinking.
19:00
Speaker 2
now yeah I don't know this blinking but it's uh it's it's blue the light's blue so that's good. It might be hard to tell.
19:00
Speaker 1
Check the light indicator of the nasal. Is it blinking or is there still solid blue? okay, this time kindly press and hold the reset button for the reset process. Make sure the light blink red goes off, turn to solid blue and when it turn to solid blue that's the time that you're gonna release the reset button.
20:00
Speaker 2
All right. check give me a minute. Stop. You are now listening. Is a right now it's blinking red. So am. Got it.
20:00
Speaker 1
Music plays
21:00
Speaker 2
All right. So it just looks like it just turned a solid blue. So I just turned... all right. It's solid blue. Yeah, I believe... yeah. Okay. [silence]
21:00
Speaker 1
Okay, that's good. Can we go back to the main router sir or the parent node? And then, press release the reset button five times within five seconds. [silence]
22:00
Speaker 2
[silence] All right. It's solid red now. Okay. Got it. It's solid red now.
22:00
Speaker 1
Okay, how about the child node? Is it start blinking? Okay, so let's just wait three up to five minutes for that node to set up sir and let me know once it turned to solid green, thank you. Yes. All you need to do sir is to observe.
23:00
Speaker 2
Okay. I've done that. Now it's blinking yellow. Now it's turned solid green. it's just red right now. No, you know, it's started blinking red now. All right. So once it turns to solid green, is it set up correctly? And then I just got to go plug it back in. All right.
23:00
Speaker 1
No need to do anything. Just let me know once it turns to solid green.
24:00
Speaker 2
I won't do anything. I'll wait till it turns solid green. Okay. [silence]
24:00
Speaker 1
Okay, keep on observing it. [silence] And of course you're. Okay, that's good. Then may I ask Joseph if you want to change your wifi name and wifi password
26:00
Speaker 2
Alright, so it's turned to solid green now. Keep on what? Alright, now it's... it just went off, it looks like. So solid green, it looks like it's... there's no light on it at all. Now it's flashing green I guess. Now it's back to being green again. Solid green. No, it's okay. Let's leave it alone.
26:00
Speaker 1
I just prefer to use the Wi-Fi name and password labeled on the bottom of the parent node, the Velot.setup. No, but I prefer to use the Wi-Fi name and password labeled on the bottom of the main router because at the moment, your Wi-Fi name is the Velot.setup and then you have a long Wi-Fi password. Is it okay to use the credentials to connect your devices or you want to change your Wi-Fi name and Wi-Fi password? [ Silence ] Okay. That's good. Sure. [ Silence ] So now, since we successfully set up your Linksys mesh system, can we relocate the child node? [ Silence ]
27:00
Speaker 2
Okay, you want me to give you my my Wi-Fi password and name, is that what you're asking? [silence] No, I don't want to change anything. No, let's leave it the same. Yeah. So, you want me to unplug the uh, [silence] you want me to unplug the child mode and then go plug?
27:00
Speaker 1
well yeah yeah plug it back in to where it was So you wired the child node directly to the parents node. So, if you're planning to connect the child node wired to the parent node, sir, make sure to connect the other end of the ethernet cable to one of the ethernet port of the parent node and to the ethernet port of the child node. Okay. So your child is I'm sorry? talking about.Sounds like your device is already setting up. Okay. So it's already setting up. In your case. Yeah. Yeah, but why is why? [silence] what do you have here? Okay, it seems you mentioned earlier that you've got a crow that needs to connect with the child node. [silence] Okay. Okay. Maybe there's a minute. Go ahead. Okay.
28:00
Speaker 2
it's wireless and it's just turned green my child mode that's good, right? yes, just turn green what what is the what what is the purpose of my core cord no, I don't have a cord no no, it's cord, it's wireless it's wireless it's just that it's connected. Yeah, it's just it's just connected to the TV I was just saying I couldn't move it away with the other cords plugged to it yeah, it's just I had to unplug the power. I didn't notice what you were asking me. So, no, it
31:00
Speaker 1
Okay. That's good. And since it's already solid green, which means it's already connected and have, uh, Internet connection, is there anything, mhm? Okay, that's good. And is there anything else that I can help you with? Yes. As long, uh, you're able to browse and access the Internet, you're already connected. So you can check your uh, phone. Uh, to connect your phone with your Linksys network to verify. Oh, your phone. Uh, if you can connect to your Wi, Fi. Select your Wi, Fi name, enter your Wi, Fi password.
32:00
Speaker 2
It's a wireless connection. It's definitely wireless. Yeah, the both of them, yeah, so both the, the, both the parent and the child mode are solid green. So they're connected. Everything's correct. Right? Here, hang on. You talking about my, my landline or my cell phone or or which phone? There. This one. Yeah. Well, my phone works. that's why i i rubbed this phone we're talking on this cell phone, so. All right. So like I'm trying to... Let me see if I get on the Internet here. All right. So here... There we go. So, yeah, it looks like the internet's connected. Uh here. Just gonna do a couple quick searches here. Uh, okay. Yeah, it's... The internet's connected. So that's fine. And my home phone works here. yeah, uh, my home, phone's working, so, um, and my internet's working, yeah, what... I'd like, I'd like to just check my, t.v. to make sure that that's connected correctly before you get off the line, so I'll take a second, uh, I'll know right away, if I check that, it looks like it's on, yeah. I wonder if I have to reconnect up my TV. It doesn't seem to be connected. Um course the TV works off of the um That seems to be connected. I don't know. Let me see. There we go. There we go. And and so let me take this out. Uh let's see if it'll work. All right. That seems to be connected. And luckily enough, I can't pull up Apple TV. Um I wonder if I have to unplug it and plug it back in the Apple TV. and plug it ba You think that might help? Let me try that. Okay, I just unplugged my Netflix. modem and I'm having that reconnected. Let me see if I can get that to work.
32:00
Speaker 1
Thank you. That's good. And congratulations. And is there anything else that I can help you with? Okay. You're welcome, Joseph. Thank you also for your. You're welcome. And thank you also for your patience and time. Just feel free to call us.
37:00
Speaker 2
All right. That did it, I think. Yeah. All right, it works. All right. It's working now. Everything's up and running. Yeah. And all you've been very helpful. I appreciate all your help and your time. You have the patience of a saint.
37:00
Speaker 1
us back if you need further assistance, okay? And have a great day. You're welcome. Bye for now.
38:00
Speaker 2
No, I'm good. Thank you. Bye-bye now. [silence]
38:00