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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence]
00:00
Speaker 1
Just read the thread. [silence] Hi, I um... I have a Linksys Velop mesh system with two nodes that I factory reset and I just need help setting them back up from scratch through the app. Um... We have Verizon Fios as our main system and I don't have a account linked to the system. [silence] Yeah. [silence] Yeah, but I just made that account to see if that would help. [silence]
05:00
Speaker 2
Thank you for calling Linksys. This is Epi. How can I help you? Okay. All right. I just pulled up your record ma'am. So this is Tanya Bagri. Yeah, and the email address is T and B as in boy and A-G-H-I-R-Y 23 at gmail dot com.
05:00
Speaker 1
Help I've been troubleshooting for like an hour um and it didn't. Um There's it's WHW01. There's, I have a few different nodes, so do you want the one that's plugged into my main. the internet? Uh, okay, 2, 5, F like Frank, 106, 059, 12911. Yes. Yes.
06:00
Speaker 2
Okay. All right. Can I have the model number and the serial number of your Linksys device? And what's the serial number, ma'am? That is correct. Uh-huh. Okay. So that's 25 F as in Fire, 10 60 591 two nine one. Correct. Okay. Let's
06:00
Speaker 1
Yeah. main one That's plugged into my fire router is showing link an a Pacific color light. and then the other two are red. Yeah, I did. Yeah.
07:00
Speaker 2
Okay, let's check this serial number. Okay, showing no data, but you mentioned that you have WHW01. Is that a model number? And how many nodes do you have in total, ma'am? Three nodes, okay. So even the main one that's not working. Okay. All right. Did you reset the the nodes? Did you press the reset button? Okay. Okay. Yes, because once you do a reset, ma'am, you really need to reconfigure the whole SoH system again for everything because once an, once a reset is done, everything is deleted from the SoH system. Hope you understand. Yup, you have to redo everything.
07:00
Speaker 1
[silence] Um, yeah. [silence] One second. [silence] Uh, I mean, the internet's working fine. We just did not, like, it was not very strong. So I just tried to reset it like 30 minutes ago and now it's just not working.
08:00
Speaker 2
figure the setting back and we'll just have to manually set this up okay just to set your expectation the link to the smart wi-fi remote access website has been discontinued so we might have issues when we set this up using the Linksys app because it's using your Linksys Smart Wi-Fi account it's no longer available okay so we will be using your computer to um access the user interface of your router do you have any computer available and how long have you been using this device ma'am mm
08:00
Speaker 1
I haven't gone in years.
09:00
Speaker 2
Oh, I see. okay. Yeah, so um yeah how long was this device in use? How many years just an estimates. Three years. Okay. Do you still have the receipt? Okay. All right. Because device one ma'am um your router W-H-WW-0-1 is one of our end of life routers um and this is already out of warranty. Now that just means it's no longer provide for free technical support. However, we can give you two options for this Nistaranya okay. You can you can either go for our website which is support.Linxs.com. You can find our articles on how to and the parent node, how to configure the .
09:00
Speaker 1
me you can't talk to me on the phone about your device that's not working? and I have to pay to understand how your device works? Can you escalate if that's correct, can you escalate this message to your supervisor, because I've been trying to troubleshoot this for an hour. Myself and everyone in my family will write horrible reviews if you don't help me and you're telling me that to use your product that I paid for, I have to pay for your support. No, I'm not reading an article. I've been doing this for over an hour and a half and I've looked at your website. I'm not reading an article. You have an entire support staff that should be able to help me. Please, please escalate this to your supervisor. Please escalate this. I am right you. This is a recorded call. Please escalate.
10:00
Speaker 2
Actually, yes, this is why. This is why we're offering you some options, ma'am. And since your device is already out of it is not covered. I'm so sorry, but this is no longer covered for free technical support. OK. All right. I'm going to. OK, no worries, miss Toniya. Let me put you on hold, ma'am, so I'll just get my supervisor. OK?
10:00
Speaker 1
They're, this is, this is the fucking joke. I'm like, I've been on hold for 15 minutes and they're like, our advice is out of warranty. Our support is out of warranty, but if you ever heard such a thing, that just means the things are so old. Oh my God, each of these things is like $35. Could you go get your router? Does May leave them? It's in a box somewhere. I don't think it's positive. I'm sure. Can you go and develop nine something and see if it works? Okay, it's working fine. [silence] Nine, one, two, nine. Hello? Yeah, I've been trying to troubleshoot one of your devices for like an hour and a half and after waiting on the phone for 25 minutes, I'm told that I have to pay to speak to someone to help me figure out how to fix this, and um, that just seems ridiculous to me. And before I write a review sharing my thoughts on Google and on Reddit and on everywhere, I want to ensure that this is actually your company policy, that you buy a device and when I call customer support, you have to pay for support.
11:00
Speaker 2
Hello. Hello. Hello? Yeah, hi. Hello. Good day. My name is Mark. I'm the immediate supervisor. And you were asking for one. How can I help you today? Okay, I understand. So, I'm actually the reason why, you know, the agent told you that while she was breaking up with.
14:00
Speaker 1
How do you you know my warranty expired? She asked me how long I've had it. I said, I don't know, maybe a few years. No, who keeps copies of receipts? I'm like so confused by the way you're handling your business. You want me to produce a physical a product I purchased years ago?
15:00
Speaker 2
you know you would have to pah pay $15. uh it's because your product is already out of warranty. So, um our product actually has a three years hardware warranty and um you know including the support. So, uh if in any chance the uh warranty already expired, then we uh have the uh well it was mentioned here that you had a this product for three years. Okay, I understand. Now, in order for us to be able to uh check the warranty, do you still have a copy of the receipt? Um, would you be able to maybe pull it up? Yeah, I understand. Um Do you remember where you purchased the product?
15:00
Speaker 1
No, I don't remember. How would I remember that? I,she asked me how long I've had it. I've said probably a few years, and that's the barometer you guys use for whether or not I have to pay for your support. In that case, I'm changing my answers and maybe a couple years. Okay, but you just said, you just said a couple and before you said three. So I'm confused. I I'm really I'm
16:00
Speaker 1
Sorry, I'm just very frustrated. I've been trying to fix this for an hour and a half and then I wait on support for 30 minutes extra and now I'm being told I have to pay and I find that quite ridiculous. And I have a very persistent personality and I promise I will continue to leave very bad reviews over and over. I will report you to the Better Business Bureau. I will continue to do this on a recurring basis unless someone helps me figure out my internet. I work from home and this is something that I'm not able to deal with. [silence] Okay. Are you ready? [silence]
17:00
Speaker 2
Okay, uh, let me ask you this instead then, um, how many nodes you have? Like, 5, um. Okay, three. Okay. And uh, you've given us one of the serial numbers of the unit, can you give me the two other serial numbers that way we can check and validate the warranty of this product? Yes.
17:00
Speaker 1
25 F Frank, 16, 059, 42714. [silence] Yes. I'm sorry, I just I want to go through all this, but you're going to tell me I have to hang up. Like candidly, I've already been waiting long enough. Okay, C25 F like Frank 106, 05918097. [silence]
18:00
Speaker 2
Okay, I'll just repeat that. That's 25F for Frank. 10605942714. And how about the other one? [silence] Yeah. Oh, I understand. And that's the reason why I'm asking for the serial number. That way I can check and validate the warranty of your product. [silence] Okay. So again, it's the 25F10605942714. Okay. Let me uh check this out real quick. [silence] All right. Yeah. Um, actually the serial numbers that you provided to me basically doesn't show any result, um, containing the warranty status of the products.
18:00
Speaker 1
I honestly don't I can't tell you. I honestly can't tell you. Let's say May 2023. May 2024. Thank you. So that's that's that's great. Hopefully I won't need it [silence]
20:00
Speaker 2
If I may ask then, um, as far as you can remember, when did you purchase the the product? Can you give me like a year and a month? Uh, May of 2023. Okay. Okay, all right. So, uh, here's the thing is that, okay, um, you know, since, uh, you're claiming that, uh, basically, you have this, or you had this at least within a, uh, three years. Okay. Um, considering that the product is EUU, um, I will, um, you know, have the agent assist you for one time only, okay? Now, this is only going to be a one-time support, all right? Um, but I it
20:00
Speaker 1
Okay, Yeah. Okay. Okay, thank you. I appreciate this. Okay, thanks. Me too. Hello. Yes, they are. Probably like eight feet. Do you want me to bring them closer? I mean, we should just on the floor. Mm. Why not? Go ahead. How long is mine? Mm. [silence]
21:00
Speaker 2
[silence] Thanks, ma'am. [silence] Hold on, ma'am. [silence] Thank you for patiently waiting. [silence] Okay, so, yep, um, as agreed, we will provide you one time support for your devices. Okay? So, um, can we gather all your notes in one place? So, move them closer to the parent node. Okay. How far is it from the, uh, parent node? Is it like 5 to 6 feet away? Can we bring them closer, please? Thank you. [silence]
24:00
Speaker 1
Okay. They're all close to each other. Yes. This one. Is it this? Oh no. When you mean oh, when you say first port, do you mean the highest up or the closest to the ground? It is not. I thought you said first one.
25:00
Speaker 2
Okay. And let me verify your cable connection. Uhh, do you have the modem? The one from your Internet provider, Verizon? Is it connected to the first port at the uh, back of your parent node, the main node? The first port is right above the reset, uh, the the, um, power adapter. Is it on the first port? Closest to the ground. Did you unplug, or, um, did did you unplug the cables earlier? Or that was the original position?
25:00
Speaker 1
No, this is the original position. With the lead indicator on the parent node. Oh, the color? What's like what it's like a really color. Yeah. Okay. They're both flashing right now. No.
26:00
Speaker 2
Okay. Can you tell me what like what's the LED indicator on the parent mode? Yeah, the one on top, the LED light on top, yes. It's a teal color. Okay. Alright. Can we also do a reset on the child nodes? ma'am. Okay. So, the other two child nodes, kindly press and hold the reset button for 25 seconds. You would be able to tell if it's properly reset, cuz once you press the reset button, the the LED on top should turn off, and it should you you would be able to see the blue light,
26:00
Speaker 1
yep. Yes. uh, but it's a solid blue. It's not blue blinking. And this, like, uh, it's kind of like a, not navy blue, but like what would you call it? Dark blue. It's dark blue. Oh, now it's kind of, yeah, it's changing color. Yeah. Flashing. So the parent node is like a turquoise color.
27:00
Speaker 2
OK. So, that indicates that that's a reset. OK. Yeah, the color changes, right? Mhm. OK. Yeah, that's fine. Mhm, yes. So, after the reset, ma'am, you should be able to see there a solid purple, just like the the the parent node. And we also have a solid
27:00
Speaker 1
Yeah. And now the other two nodes are still just flashing a purplish color. Pulsing. Yeah. Yeah. Yes. Okay. I just did. Uh, yeah, one second. What did we make it? Now the child nodes are dark pink.
28:00
Speaker 2
Okay. Okay, we'll just wait for it to turn solid. And can you please take a picture of the parent node, ma'am? At the bottom of your parent node, there are wireless information. You would be able to see the Wi-Fi name, as well as the password. Can you please take a picture of it? Okay, and can we go on to your laptop? Okay, they're all solid, um pink.
28:00
Speaker 1
I'll be Right. Press it once, hold time. Okay, now it's flashing. Now it's yellow. Thank you.
29:00
Speaker 2
Okay. Yes, once they're all solid, can we go to your parent node? Let's go to your parent node, the main one and we will do a five press. Okay? So to perform the five press, kindly press the reset button five times. Just press it once. Okay? Do not press and hold, just press it once, five times. So it's like press, release, press, release, press, release, do it five times. Okay. All right. So it may take some time for the child nodes, um, for, I mean, to get a connection.
29:00
Speaker 1
okay, how do we know? Okay, the solid Lou is on the parent, but it's not on the kids. me. It takes two, three minutes. yet. personal? Mandy? Um, sure. I can't do this on my phone, right? I need to see a computer? [silence]
30:00
Speaker 2
the parent, so it may take three to four minutes before it establishes connection. The light should turn solid blue once it's connected or green. Yes. So while waiting, can we go to your laptop ma'am? Would you like to personalize your name? The network name as well as the Wi-Fi password. Okay. Yes. Cu as we mentioned earlier, there was a problem. You might be having issues because the links to smart Wi-Fi remote access is already discontinued. So we'll be using the web interface to access the router.
30:00
Speaker 1
OK. Umm sorry. Do you have my phone number in case we get disconnected? OK. OK, thank you. Great. Yes, it's ready. Do I need to be on the same network as the parent node? Yes.
31:00
Speaker 2
settings. So let's just use your laptop for the meantime. Yes, it's 240-55-10717. Okay. Let me know if your laptop is ready. Yes, um can you see the network name? Okay. on the parent note if you click on Wi-Fi. What's the name of the network by the way?
31:00
Speaker 1
it's valop, it's underscore valop setup, F like Frank nine be like boy. Okay. Okay, I'm connected to it. Yes. Yes, I am. Okay, actually it says I'm connected to Wi-Fi but I just tried to like go to Gmail and it's not working. Uh, doesn't seem like it, no.
32:00
Speaker 2
Mh-hmm. Okay, now please select that network and connect to it. Okay, very good. So, can we open up a browser? Oh, can we check first if you're online? So, try to open any website? you're online? Okay, good. Now, can we um go to Yes, you're not online. Okay, can we try to go
32:00
Speaker 1
Foto Rojo, Foto Rojo. Okay, [silence] the children are both read now, solid. Okay, um, I'm here. It says I'm connected, and the router is connected.
33:00
Speaker 2
to this, uh, like, a link, ma'am. Um, on the address bar, type in, H T T P colon slash slash my, my router dot local. OK, by default, the router password is admin, A D M I N, all lowercase.
33:00
Speaker 1
so, yes. yes Yeah Yes CNA Besides the the privacy On the device list settings yes parental security priority and speeds touch shooting Wi-Fi by security connect [silence] Yeah
34:00
Speaker 2
Are you on the Linksys Smart Wi-Fi page? Is that what it says? Okay, a blue page, right? Okay, can we click on, uh, C, A, ma'am. Do you see C A down at the bottom right, beside the privacy policy?
34:00
Speaker 1
Yeah. Yeah. No, there's nothing next to it. Yes. Yep. 1.1.1.3.216-909 Automatic configuration DHCP Yes it's 192.
35:00
Speaker 2
Now do you see the okla privacy policy? Right beside it. Do you see CPA there? OK, nothing next to it. That's fine. Can we click on troubleshooting? OK, then go to report. Below status, you have their reports. What's the firmware version? Okay, And under internet connection I P V for ma'am what's the connection type? And do you see internet address?
35:00
Speaker 1
168.1 68.1 point 25 to Yeah, Yeah, now I am. I am. Yeah. Yep. Okay.
36:00
Speaker 2
Okay. And all right, so it's 192.168.1.252. So it's actually getting a an IP address, Internet IP address from your modem. Can you check again if you're able to open YouTube.com from that computer? [silence] Try to open up a new window, ma'am. [silence] You're able to open it? Okay. All right, good. Now can we go back to that blue page, the linksys blue page? And, um, please go to Wi-Fi settings. Okay.
36:00
Speaker 1
yes. okay. okay.I did that. okay so do i apply the changes? mm-hmm. okay. [silence]
37:00
Speaker 2
Wi-Fi settings, you see that it is a 2.4 band and a 5 gigahertz band, kindly change the Wi-Fi name. You may actually separate the names, please ma'am. You can put your name, and then put 2.4 at the end. Same goes with a 5. So just your name and a 5 gigahertz. Yeah, the reason why we need to separate the names first to be able to to identify which one is the 2.4 and which one is the 5. Okay, you can also put the Wi-Fi password. You may use the same Wi-Fi password for both bands. Yes, and please take note of the settings, okay? For you to get a copy, you can take a picture of that.
37:00
Speaker 1
Okay, it's, applying the changes. It says router not found. You are not connected to your router. [silence] Oh, yeah, I do. Do I do 5G or 2.4? Okay, I'm connected. [silence] Yep, I'm online. [silence] Uh, their flashing.
38:00
Speaker 2
Yes, we need to reconnect to your laptop, so kindly go back to the Wi-Fi icon and check if you see your new network. Uh, just connect to the 5G. It will get uh, it will give you better um connectivity. It gives you better speed as well. So, All right, now check first if you're online, just to make sure. Try to open any website. Okay, you're online. Very good. Now, um, can you check the child node lights?
38:00
Speaker 1
It should be solid red. Yeah, I haven't seen a solid green. And now it's saying I'm not connected to my router on the link sys page.
39:00
Speaker 2
They're still flashing. Okay. Okay. It's still trying to connect. So, we'll just, we'll just wait for it. Since we've, we've changed the wireless settings, ma'am, so it may take time. So, we'll just wait for it to turn solid. So, the parent node is still, it should be solid blue. Or solid green for all of the nodes. Are you still connected to your network?
39:00
Speaker 1
Yeah, I'm on, I'm on the renamed five Gs. Um, it's saying the site can't be reached my router.com/ or myrouter.local. It's saying this site can't be reached. Chrome. Oh, Windows. Yes.
40:00
Speaker 2
Can we refresh the page? [silence] Yes. [silence] Can we click? [silence] What's the operating system of your computer? [silence] Is it running on Windows? [silence] Windows 10, Windows 11. [silence] Okay. [silence] Um, do you see a search um search option down at the bottom on your computer? [silence] Okay, can we type in N for Nancy? [silence] C for Charlie? [silence]
40:00
Speaker 1
Okay. It's opening, I'm just gonna ask to see a second. Do I see, what was the question? Wi-Fi. Yeah, I see Wi-Fi, but it's not the Wi-Fi I'm connected to. It's my Verizon Wi-Fi.
41:00
Speaker 2
Yeah, and C PA. CPL. And then press enter. Okay, do you see wireless network connection? Okay, do you see there the uh re able to get something when you when you open and. Oh, okay. Can we right click on the wireless and uh
41:00
Speaker 1
but you want it you want me to be on the network I renamed, right? okay. I am on that yeah. I am on that network but then when I go to this network connections page, it's saying my Wi-Fi is THRO6VSFMG5G2, but if I go to my like Wi-Fi icon, it says I'm connected to my name 5G. Yeah. [silence]
42:00
Speaker 2
and view available networks please connect to Veloop setup F 9 B [ silence ] [ silence ] [ silence ] Oh yes yes I'm sorry yeah yeah can you see can you still see it? [ silence ] [ silence ] [ silence ] Okay can we um is you cuz you you said that you have a Verizon do you also have a Wi-Fi um a wireless uh enabled router on your Verizon does it also like broadcast signal [ silence ]
42:00
Speaker 1
Yes. No, the name is like, fiOS something something. Like, I have, if I go to my available networks, I see four five S ones and then the two I renamed. I am, but, oh, yeah. Yeah, I am. Okay. But, but what's weird is when I, so, this network connections page in my control panel, if I'm looking at the icon for my Wi-Fi, it says five S. But then if I double click into it, it says my SSID is my name five G. It's the new network. It's the new network. If there is
43:00
Speaker 2
Your modem? [silence] Did you set up the same name for that, for the Linksys and the Verizon? [silence] Ah, okay, okay. [silence] Ah, okay, all right, but right now you're connected to the Linksys network, the one that you just set up, right? [silence] Okay, can we right click on the wireless? [silence] Yes. [silence] Okay, that's fine. Yeah. Maybe it was it's just a cache. So, can we right click on the wireless network connection then go to status?
43:00
Speaker 1
Okay. Internet. Yes. I am here. 192.168.1.1 g 0. 192.168.1.1
44:00
Speaker 2
And what's the IPV4 connectivity? Okay. Alright, can we click on details? Okay, details and tell me what is the IPV4 address. What about the default gateway? 192.168.0.1.1, okay. Okay, it seems that there's a conflict here, um, on your IP address.
44:00
Speaker 1
from the Linksys or from the Verizon? Okay. is it the one that's connected to the router? Yeah, just dead. In the same office? No. Okay. Uh. Uh.
45:00
Speaker 1
Sorry. One second. We had two, sorry, there were two in the back of the parent node. It was connected twice to the main, like, Verizon router. Could that have been causing problems? There's two separate Ethernet cables that are connected to different ports on the router. Yeah. So there should really only be two there should only be the ethernet and then the 12 volt thing going in to the Linksys.
46:00
Speaker 2
that you need,browser?
46:00
Speaker 1
Yeah, I'm sorry, okay, yeah, so the power and then one thing from Verizon into the Linksys. Okay. Yeah, maybe that would be, have been the problem, is we had two connections from Verizon to Linksys. Okay. Okay, now there is. Oh, and now, and now my Wi-Fi says 5G, now my Wi-Fi says, my name 5G. In, in the network control panel, where it used to say Verizon, like before I double clicked, now it says my, the, the Netgear router, new name.
47:00
Speaker 2
Yes, there's one cable connected from Verizon to the Linksys, yes. Oh, so you have, okay, okay. Um, there should be only one can uh connection, ma'am, from Verizon to the Linksys. Okay. Uh, And where was it originally plugged in? Okay. Oh, so you have, okay, okay. Um, there should be only one can uh connection, ma'am, from Verizon to the Linksys. And where was it originally plugged in? Okay. Okay. Can we right click that again, then go to status?
47:00
Speaker 1
yeah uh internet yes one zero dot eight nine dot one dot six one yeah eight nine dot one dot six eight one pen dot eight nine dot one dot one oh my god and now and now the children are uh teal laughing you're fucking kidding me yes
48:00
Speaker 2
And check the IPV4 connectivity, is it internet? And if we go to details with the IPV4 address. Okay, that's what I'm actually looking for. Okay, so that's remember it was 192, so it changed to 10, dot. And what is the default gateway? Okay. Okay, they're all, they're all solid, right? Okay, now please check if your wireless devices are also [silence]
48:00
Speaker 1
the other wireless devices. Oh, like the other network. Okay. Like I should connect it to the 5G. Okay. Okay. I'm connected. Yeah.
49:00
Speaker 2
Yes. Like, do you have a print? Yes. Your, if you have wireless phones, check if they're all connected. Yes. You may connect to 5G or 2.4, ma'am. if, if it doesn't, if it doesn't detect the 5G, then you have no option but to connect to 2.4. it is not all wireless devices can connect to 5G. [silence] Okay. You may also relocate your two child nodes, since right now they're both connected to the parent node. So, you may relocate them.
49:00
Speaker 1
they are yeah they're all green is there a way to like turn off that like the the the files one that's like broadcasting so it doesn't show up or just on interface nevermind okay okay yeah so my question about the the child nodes is they each have their own wi-fi name so if I'm moving the node somewhere else in the house [silence]
50:00
Speaker 2
just make sure that they're they're all solid teal or green yes in Okay, very good. you yeah you can turn it off or disable that sure um but you need to contact Verizon cause there's the yeah cause they need to access your router to do that the Verizon router Okay, so is everything okay now? would there be anything else ma'am mm-hmm
50:00
Speaker 1
Loud House. Unified now. Do I have to use that Wi-Fi name or can I, will it still use? Oh, amazing. Thank you so much for your help. No, that's okay. Thank you. I'll switch. Bye.
51:00
Speaker 2
no ma'am, it's still going to be the same. It's still the same name, the one that you had set up on the parent node. Cause, yeah, cause those child nodes will act as a repeater. So they're, yeah, they're paired now to your parent node. So it should broadcast the same network you're very welcome, Ma'am. So I thank you so much for your patience as well. We do uh, apologize for the inconvenience. So for more information, just please visit our site, support.linksys.com. Thank you again. And thank you for calling Linksys. You have a great night. Take care, ma'am. Have a great weekend. Well,
51:00