Speaker 2
welcome to Linksys support. To ensure quality service, your call may be monitored. for in warranty products, our support team is available to help with performance and hardware issues. register your product by visiting register.linksys.com. Please have your device serial number ready. for assistance, press one now. for out of warranty products, paid support may be available depending on your issue. to hear more about your please have your device's serial number and contact information ready. if unavailable, kindly call back later. for out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. my name is Geraldal de Canal. [silence]
00:00
Speaker 1
And I have a Linksys Wi-Fi extender. I have two of them. And I can't get them to do anything. I get a blue light, but I don't out of the out of the I guess you'd call it's a parent. But it's just it's not connecting. Um, hold on, let me get to my camera. I mean, Gerald? Hello? Yeah, okay. The blue thing is on. It's on the parent. Went to the child out in the down the hall here. Yeah, I get it all. And it's still but we named this thing Judy Kavanagh, but it's still coming up under century link 3319, which is, you know, the the modem. And so it's not seeing the extenders at all. I've unplugged the I've unplugged the modem. I've unplugged the parent uh the parent Wi-Fi extender for 60 seconds, like it told me to on the internet, plugged it back in,
01:00
Speaker 2
The serial number and model number of the equalizer. The extender.
02:00
Speaker 1
06917694406917694 model number model number I was here row I was here T serial numbers MAC address I will swear oh there it is hold on here this W H W 01 Carrie yes yes sir T E r O Y yes sir Lindquest L I N D q U I S T.
03:00
Speaker 2
2, 5, F as in Friday 10 60 and what's up to that. What's a model number? Model. And you said your name is Terry, right? T E R R Y. What's your last name spelling?
03:00
Speaker 1
email. T-E-R-R-I-L-1-0-2-0 @ yahoo.com. The R mode provider here is CenturyLink. I have, I have the parent one sits next to the modem, and then I have a child down the hall. So I have two, I have two total, two total, yes. No, it's rad. [silence]
04:00
Speaker 2
And what's your email address? And who is your internet provider? All right. How many links to extend do you have, total? There's two, right? The light of the parent, that's blue. The light of the child, that's also blue, right?
04:00
Speaker 1
<start_of_audio>
05:00
Speaker 2
I'll figure out what to do with that. But let me make sure that the serial number is correct, because it's showing no data here. that that, that, that again is 2 5 F F 1 0 1 0 6 0 6 9 7 6 9 4. Is that correct?
05:00
Speaker 1
Do they come up? The only thing I haven't tried doing is hitting that reset button on the bottom, that red reset button. That's the only thing I haven't tried doing, but I don't it's just not it's not setting up the way it usually sets up. It sets up under a different um um uh ID name. It usually sets up under Judy Cabin. That that's what we've always named this thing and and I Judy Cabin didn't even show up. So these things are just not they're not Now I do know this. We lost our CenturyLink connection up here back in October. This is our cabin. It's our second house. So we're never here through the summer. CenturyLink has an outage and this thing never works since the outage. So it's like it's lost its IP address or something.
06:00
Speaker 2
Oh, okay. Checking now. [silence] Oh, okay. So, uh, how long have you had it?
06:00
Speaker 1
Oh, God. The extenders are now... let's see. What year is this? 2026. It'll be six years in September. It'll be six years in September. I don't... I don't understand. I mean, all I need is tech support to get to reconnect to my modem. I mean, I don't... I don't... I don't want to... I don't want to replace them. I'm sorry? Sorry? It's fine. I don't care. We just... we need it working.
07:00
Speaker 2
my i mean the extender [silence]. and it's six years, okay. if that's the case, unfortunately, this is out of warranty and for out of warranty devices, we charge $15 to assist, are you okay with that? non-refundable. Right, the the $15 is for assistance. No, we understand. The $15 again is for assistance, if we're going to assist you over the phone since the device is out of warranty, that's $15. right, let's see let me open my tools for you. I just want to make sure that you understand what you're going to pay.
07:00
Speaker 1
I didn't hear what you just said that last that last but I didn't hear it. That's fine. I don't care. Just that's fine. We need it working. Yeah, let me [silence]
08:00
Speaker 2
So this is again one time, not monthly, okay? It's non-repairab t going to last one hour also. If it's a hardware issue, we cannot replace or refund it. Okay? So what I'm saying is that we cannot fix hardware problems. So if the problem is hardware, we cannot fix that. And whether the problem is fixed or not, it is still going to be charge $15. I think I'm opening my tools now: loading. I'm going to need to ask for your car information. Is that okay?
08:00
Speaker 1
Let me go get my wallet, hang on the phone. you ready? That's fine. That's fine. four three eight eight, five four zero zero, [silence]
09:00
Speaker 2
Okay. Oh, not yet. Just to let you know, we do not store your card information here, so I'm going to pause the recording because it, call now is being recorded for quality assurance, so I'm just going to pause it now. All right. Recording is now paused. What's your card number?
09:00
Speaker 1
8070 7929. Terry Lenqst yes. No, no it's not. 7929. 8. 8026. 897.
10:00
Speaker 2
All right, let me resume the recording. I'm also going to charge you $15 now. All right. It went through. Now,
11:00
Speaker 1
I'm sorry, which one Is it right next to in thin three instances of it. But it's not the child, it's the parent. Do you need Go get the child? okay, hold on just a second. Great. Do I plug it in?
12:00
Speaker 2
I'm still here. Now, get your extender tower, move it closer to the main tower parent node. Plug it in um three feet. Yeah, get the child node, move it closer to where the parent is located. Plug it in three to five feet away from the parent.
12:00
Speaker 1
Gerald... it's 3 to 5 feet. Well, plug it in. Okay. It's a good it's five feet away. It's a good just good five feet away. It's blue right now but it'll turn to red. Hold on. Hold on. It's no blue. It'll Gerald. I thought everything was right. It'll show for like, I don't know, 30, 40 seconds. It goes to red. Yeah, it's just starting. It's still blue. Now it's blinking. Blinking blue. Still blinking blue.
13:00
Speaker 2
Okay, what 3 to 5 ft away from the other, from the parent. I'm listening. Okay. What [silence] plug it in, yeah. [silence] Okay. All right, what's the light? [silence] All right. When it shows red light, press the reset button of that, hold it down 20 sec. Okay. It's a red reset button. [silence] All right, it's starting up. So, when it shows red, press the reset button.
13:00
Speaker 1
Still blinking, still blinking, hold on. It's not a solid light yet. Still blinking blue. Now it's green, kind of a greenish blue. Now it's red. Blinking red now, Gerald. It is Gerald, right? Should I wait till it goes solid red?
14:00
Speaker 2
All right, press the reset button of that. [silence] Gerald, you got it right, yeah. [silence] No, no need. Uh press the reset button, hold it down 20 seconds.
14:00
Speaker 1
Okay. I need something sharp. Need them. Now, let's simple. Okay. Now shows blue solid. Let's let it work back up. [silence] W when it's what? It's still solid blue. It's not blinking. Okay. That's flicking blue. [silence] Still flicking blue
15:00
Speaker 2
That standard child node expected lights should be solid pink, purple, and magenta when it's ready prepare set up. Yeah, like I said, when it's ready.
16:00
Speaker 1
Let me think "can you still hear me alright?" Let me set it on there and see if you can uh, if you can still hear me. Let me try let me try solid pink. My screen is there now. All right. See if you can still see let me set it on joint view. Try joining my screen. Let's see. Let's see. Let me go results.
17:00
Speaker 2
I'm sorry. I didn't notice I was in mute. I was actually talking but yeah, my bad. So at the bottom of the main node, there is a.
17:00
Speaker 1
[DOWNWEIGHT] Yeah, at the back of the main down. What? Hit the reset button on the main down. Five times. Okay. Okay. Hold on. Okay. All right. Okay. I'm sorry. Take two. No, it's blink and now too Gerald. Hold on. No, now it's so I'm glowing. Yeah. No, it was blinking, but it's now just blue. Red. Red. Thank you. Thank you. No, it's not blinking or anything.
18:00
Speaker 2
can you hear me okay just making sure [silence] there's a reset button press and release that five times not too fast not too slow one second gap between each press [silence] can do it now five times press press and release yes don't prolong the press [silence] one second gap between each press [silence] and the light on the [silence] light on the top blinking white [silence] what's the light of the extender node [silence] it's not blinking [silence]
18:00
Speaker 1
Want me to try it again? Let me get a better tool to hit the reset button with. Um, I was using a pencil, and the pen wasn't working very well. All right, ready? One, two, three, four, five. It's off. It's off right now. It must be thinking.
19:00
Speaker 2
We'll try it again but this time I say, press, you press, I say let go, let go, okay? The reset button on the main, okay, okay, ready, put it. Alright, what's the light on the top? It should be flashing, yellow or white, alright, all right, so, which is it? okay, okay, yellow? yellow, okay.
19:00
Speaker 1
Still not anything. Now it's blue, not blinking or anything. Pink. Blinking or anything. It's solid blue on the solid blue on the parent and solid pink on the extender. Nope, neither's blinking. Once all.
20:00
Speaker 2
with the light up the extender. [silence] Right, what about now? Then there's blinking
20:00
Speaker 1
[silence] [silence] okay. Okay. Okay. [silence] P what you want me to do? The same thing. You you you tell me when to hit it, when to release it, okay? Yeah? Okay. Oh boy. [silence]
21:00
Speaker 2
So let's try it one more time, just one more time. If that doesn't work, we're going to try another way to add it. Same thing, yes? uh we'll do that. So that, are you ready? Okay, that's pressed. Let go, press, let go, press, let go, press, let go, press, and let go. The light at the top should be flashing. I guess we're going to try to add it using a different method. Do you have the linked app installed on your phone?
21:00
Speaker 1
[ silence ]
22:00
Speaker 2
All right, connect your phone to the Wi-Fi if it's already connected. Open the Linksys app. What do you see on the app? OK. All right. Can you log out? Can you log out to that app? What do you, what do you see now? Delete the app and install it again.
22:00
Speaker 1
Delete the app? Delete the app? How do you delete an app? I can remove it but I can't delete it. Yes, it's an iPhone. Uh, it says it's in. Uh, it's in settings. I'm on, I don't know, again. I don't know what a home screen is. I mean, I'm looking at all my apps on my screen right now. I've got it. If we're not- I got it. I did. No, we're good. Uhm, it's really not gonna take long. I'm pretty excited about this. I'm excited about my new apps. And I'm excited to download it. I'm excited to get it and get it onto my phone. This is the pay screen. That, uh, let's delete this app. We need to go into settings, we've got to select your app, so we're gonna have to tweak it a little bit, we're gonna get the app and we're gonna tweak it just a little bit and open it up again and see, make sure the app is deleted, it should give you an option there, deleting it. You can implement there. Remove, we're removing it right now. And we're gonna restart your device. I'm pretty excited about this. [silence]
23:00
Speaker 2
remove it, you want to delete that is a iPhone ok yes go to home screen find the app go ahead no no go to the home screen alright find the Linksys app look for the Linksys app press oh yeah ... prolonged press
23:00
Speaker 1
I said, no, and I, oh, there, okay. Moving on. Okay. I just had here. Now go back to the app store. Search linksys. Links, links, sort Wi-Fi, links, this router, links as extender. No, no extender and nothing like that just links. This. [silence] Okay. [silence] See, it wants to drop that cloud. because I've already downloaded it. It didn't delete it. [silence]
24:00
Speaker 2
remove, then delete. Go back to the App Store, yes. Reset, yes. Just link sys. Just link sys. Just link sys, yeah, nothing like that. Correct, so just press the cloud.
24:00
Speaker 1
[silence] it's still download Daryl hold on [silence] I'm opening it right now [silence] it just links just waiting to boot up is there's nothing here [silence] probably bring it says manager Wi-Fi set up or set up a new Wi-Fi network [silence] Okay
25:00
Speaker 2
Tell me what you see. [silence] Oh, okay. Manage Wi-Fi. Then there's two there are two options to log in. Select the second option router password or router log in.
25:00
Speaker 1
It says allow links to find devices on local networks. Is that right? It's asking me to log in. Hold on a second. Okay. So it says to log on with your router password, first connect to your Wi-Fi, which I am. Go to your phone settings and tap on Wi-Fi. Select your Wi-Fi from the list. Once connected you'll return here. well I'm already connected. Hold on. Let me... yeah, I'm already connected. Yeah. It's not bringing me up anything, but essentially the model of the modem is Good question.
26:00
Speaker 2
I mean select the router password option or router log in what's the model number of your monitor?
26:00
Speaker 1
[crosstalk] Now ain't there. [crosstalk]
27:00
Speaker 2
I am. What is it? Checkmate. Oh. Okay. [silence] Well, it makes sense then. So that model is a Wi-Fi, I mean modem router or it's a gateway. [silence]
27:00
Speaker 1
well we used to like I said it used to be called Judy Cabin and now we can't find Judy Cabin anymore it used to be every time we come up here the the the the connection site would be Judy J E V I Cabin but now it doesn't come up it comes up as century link 3319 which is the modem so the so what's happening is somehow this linksys extender the parent and the child lost the connection to the motor and I can't get it back um this um my computer's right
28:00
Speaker 2
Your phone is probably connected to your Gateway, which is not a Linksys. It will not recognize it, so you have to select your Linksys Wi-Fi. [silence] Got it. Do you have a computer that we can use and can be hardwired directly to the Linksys router?
28:00
Speaker 1
Here, what do you need me to do? Oh god. I don't know if this is... No, it does not. It has USB ports or wait a minute, hold on, hold on, hold on. I can't see it's so damn dark in this house. Not USB. There we go. Got HDMI. There it is. No, that's the power. Now that's USB. I don't know what that is. Looks like it could be that. I don't have a I don't have an ethernet cord or is there. Hold on, delirious book everyone, hold on. Got one in my room. I'm pretty sure I do. Do I need ethernet or just a regular phone line? Ethane. Let me see if I got one. I don't know if I have any. I don't think I got any.
29:00
Speaker 2
The step, Ethernet port? Hmm [ silence ] okay Ethernet cable.
29:00
Speaker 1
I'll get some connection anyway. some network cord here. want an ethernet cord. okay, clearly I have one. I don't know if that's right, I don't know if that's going to be the right connection. This is exactly this happened two years ago, Gerald, and it's exactly what they did for me. They told me to connect my computer directly to the lynx as the parent, right? Let me make sure this is decent. well, I can't tell what that's either.
30:00
Speaker 2
okay. The the parent. Yes.
30:00
Speaker 1
No, that's not even left. I don't have any net connection on the sliding. No. We just tried that. I wonder.
31:00
Speaker 2
Understood. Well, that's the case. The only option we have here is to reset the towers. It will be back to the default settings. We did not. I mean, on the parent, we did not. On the child node, yes. So what we're going to need to reset the parent node. But the settings of that will be back to default. The Wi-Fi name and everything will be erased and it's going to be back to default settings. If you're okay with that, we're going to go ahead and do that. I just need you, I just need a confirmation if you're okay with that because again, it will be back to default settings. If the Wi-Fi name is not broadcasting, it might be an issue of a channel, a firmware or something else. But right now, we cannot connect to the Wi-Fi. [silence]
31:00
Speaker 1
[silence] So what do I do? Do you mean pushing the red button on the bottom of it? Uh Huh. We haven't tried that. We just hit it uh five seconds apart. Remember. Uh-huh. We said it. I won't lose internet. We like it. If I lose internet, I lose your call. Uh-huh, that's all we got up here. We don't have we don't have hardwired lines up here. Uh-huh, I do, but I'd have to call you from a uh-huh. Uh-huh, I'm pushing the I'm pushing the reset button. Right now. Gerald, I'm pushing the reset.
32:00
Speaker 2
I cannot connect my cable, so that's the only option I have. I just need your confirmation again. We can reset it, right? Parent node. Yeah, the parent node, yes. about to reset the parent node, correct? I'll let the reset button up the parent node. [silence] Okay. I understand that are you connected to a different Wi-Fi congregation? That's okay. You are connected to a different [silence] that's fine, you're connected to a different network anyway, so we won't lose the connection. We're connected to your central link Wi-Fi. Okay.
32:00
Speaker 1
Head button right, now. Uh, okay, I'm releasing. Oh, it's blue. Nope, it's not, it's solid blue. one minute, okay. Hold on, let me have, .No, it's coming, just solid blue. [silence] just, [silence]
33:00
Speaker 2
Do it now. What's the light now? Flashing, right? Oh. Sounds like a hardware issue. One more time. Press and hold the reset button but this time one minute. You might need a pen to push it.
33:00
Speaker 1
In that this. I got it. now it's off, Gerald. Lights off. Okay. The child is still pink.
34:00
Speaker 2
Push the bottom down. All right, let's wait till it shows a magenta light, pink maybe, or hot pink.
34:00
Speaker 1
still still not doing anything Gerald oh Okay yeah this is this happened to me before but I don't remember what they did to they I thought I'd already got out these internet cord once but it's my same laptop so it hasn't it never had an ethernet connection on that laptop
35:00
Speaker 2
That's fine. It hasn't been five minutes. You've probably used an Ethernet adapter before. Not really sure, but that's possible. I don't know what happened, but yeah, that's okay. We're going to figure out what to do with this. I think, I mean we're going to set it up. Um 24 minutes. Yeah, we've already been on a call for 24 minutes, but that's okay. So don't worry about it, time.
35:00
Speaker 1
It's blue. It's blue. Solid blue. [speaker 2] what happens if it [speaker 1] what if it unplugs while I'm doing this? Does [speaker 2] is that because I mean, if I [speaker 1] the only way I can see [speaker 2] Well, hold on.
37:00
Speaker 2
What's the light now? Oh, that's really not a good news. Huh. Let's try one more reset. but make sure that you can see the light on the stop of the main nodes, when it's properly reset the light should be fading, flashing red three times and then one bright red, then blue, then soft, all light went off and then flashing blue. Do not unplug it. pretty much.
37:00
Speaker 1
Yeah, I know that. I just can't, I can't see the reset button in play, and, uh, I can't see the reset button in the light at the same time. I love it. Yeah, that's, that's my problem, I can't I love it. I love it. Yeah, I've got it. Yeah, it's still solid blue. Pressing the reset button Gerald, I don't know, no.
38:00
Speaker 2
not work if you unplug it. Oh, okay. All right, I'll just do the reset. It's one more minute. And still solid blue. You're pressing the reset button, right? Okay.
38:00
Speaker 1
Hold on just a minute, Gerold. I can't see. It's such tight space in here where we got this damn thing set up. No, it's not doing it. It's just staying constant blue. You want me to get the child? I'm plugging the Ethernet cable. I'm plugging up power cable.
39:00
Speaker 2
That's not really a good, uh, good news, but, um, unplug that, get the extended child, knob, we're gonna make that as a main node. Yeah, there might be hardware issue. Um, let's make that as a new parent node. alright next slide should we'll be blinking blue [silence]
39:00
Speaker 1
[Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] [Silence] How long do these things supposedly last? five years? six years? Yeah, well, they already on six.
41:00
Speaker 2
[silence] [silence] Normally five, six, seven years. [silence] [silence] Yes, correct. [silence]
41:00
Speaker 1
network guy. It's a it's uh it's now it's now it's now pinned. I'm sorry. The five process. Okay. Tell me when to head when to release. Hold on I lost me. All right keep in touch. Hold on Gerald. Press. Release. Press. Release.
42:00
Speaker 2
But I think we can make the, um, the child node work as a new parent node. Regarding with the former parent node, I'm not sure where, all right. Remember the pop process you did just a minute ago? You had applied process, do that again, but this time on the new parent node. Oh, sure. So that's press, release. Press, okay, let's start over. Sure. Release, press, continue. and that should be the correct light when doing the pod process. I think the same light on the firmware, but it's not doing it. Waiting for that expected light when it's working should be light green, aqua blue, or solid blue. Well, waiting for that, it's gonna take that. It's gonna take five minutes for that to fully set up. Go, go find the former parent node or the old parent node. A different outlet. Maybe it's a power issue, or maybe a power adapter problem.
42:00
Speaker 1
You know I'm saying I mean I used the same power adapter for the parent that the child has to. a bl. The child the child, the former child was now now it's green solid. Well, the the child node that you had me bring over to make the pair node where I pawgded it into the same power recepter that was already there for the for the old power node uh node parent node. I mean it's not it's not a power node. Uh I haven't plugged it in yet. Plug it in. Okay.
44:00
Speaker 2
Can you give me the output? [silence] Wait. OK and Right, I mean, I understand if that's the case. Well, so, are you now using the or adapter of the the child node to the parent node? The old parent node. Or it's not turned on at all? Not plugged into power.
44:00
Speaker 1
I'm three to five feet away, is that okay? I'm three to five feet away. Is that okay? So the new child node, the new child node is three to five foot from the from the now green, it's it's a solid green, that's good news, right? I've plugged in the child node, it's solid blue.
45:00
Speaker 2
I'm sorry, you're breaking out. What do you say? Yeah, that's OK. Yes, that's a good news. It's working. Since it is not connected to the modem, it should end with solid red light in five minutes, three to five minutes.
45:00
Speaker 1
I just now plugged it in, so let's see, it hasn't been three to five minutes. Yes. Oh, I saw that. Okay. So, can I do that on my can I do that on my phone? Mm-hm. Yeah, there's vellup, vellup6466C. Is that it? Oh, I hit that, right?
46:00
Speaker 2
go back. sorry, what did you say? Right. Now, let's go back to the main node, the new parent node, and go to your wifi settings, find the wifi name of the parent node that is underscore vellup setup by default, that's the name. [silence] You can, yeah, you can press sure do that on your phone. Yeah, connect. If it's going to ask you for password, it's at the bottom of the main unit, the new main main node. The there's the password there at the bottom part. The that's it, yeah, that's the new wifi, I mean the default wifi name. [silence] Hit that. it's going to ask you for a password.
46:00
Speaker 1
yeah and you said the passwords on the bottom right holy crap I can't even read that two F1 EQ three
47:00