Speaker 1
I'm having some issues with my home network.
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Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-waren.ty products, our support team is available to help with performance and hardware issues. Registre your product by visiting registrate Linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service option, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Yeah. B, I think you're calling links support. This is Rio, how can I assist you today? [silence] Thank you. To loggin. [silence] Attempting to log. Loggin, request being created. [silence] Lists. [silence] Support. Alright, I am on the ticket. Please click on your devices. [silence] Alright, what seems to be the issue? [silence] Okay, so you're saying that you are unable to access your network on your computer. Have you tried rebooting your router? [silence] And, uh, you also need to check the LED lights on the router, make sure they're all lit up properly to make sure it's [silence] [silence] It's booted properly. [silence] Otherwise, I can request for a replacement and dispatch it on your behalf. [silence] Okay, thank you for using links support. Have a nice day. [silence] Thank you. Goodbye.
00:00
Speaker 1
I. Have the lynxus mesh system and the main node keeps wanting to restart and i. Have um one, two, three, four four other nodes connected to it. um uh and i keep running into this issue where my network keeps crashing. um and um whenever the main node goes down uh all of the others go down and so um i was going to see if you guys might be able to help me out. Yes, I
01:00
Speaker 2
Oh, I do apologize for you experienced this kind of of network issue. But here, let me just confirm. Uh you've mentioned earlier that the main node keeps uh wanting to restart? Is this by means of this, is your main node uh tries to reboot itself?
01:00
Speaker 1
I assume that's what it is because it was just connection to the network uh the devices that are using the network uh you know they they quit functioning appropriately and then I go upstairs and then it's uh has a red LED on the top and then I have to fully reboot it um and sometimes that works and it will start working immediately and then other times it does not so like just now I I just troubleshoot it for I don't know 15 minutes to try and get it to work um 20 minutes and could not um so I um fully rebooted the uh modem and then um verified that I was getting access from the modem um and then
02:00
Speaker 2
I see. So... How did you... What troubleshooting have you done so far, sir? [silence] How uh how did you uh what troubleshooting have you done so far, sir?
02:00
Speaker 1
uh, I directly connected to, to the modem and, and had internet access. Uh, and, so, so, the, connected it to the router. Uh, rebooted, multiple times and could never get it to function. Uh, so, I, I did verify that I, I have internet access at the house. There's no issue from, uh, internet service provider to modem. And then from modem to device, it's fine. But from modem to router, to device, uh, it doesn't function. Uh, and, I've tried. Go ahead. Uh, currently, it, it did just come back up. I'm looking at it online and, uh, or on the network. I, I went to the IP address for the longest time. I could not get it to, but, then it, it is showing as connected to the network.
03:00
Speaker 2
For the main said, that what's the light indicator showing?
03:00
Speaker 1
I think it's blue. Kind of a bluish green. Yeah, it's kind of a bluish green. No, I've tried multiple times and could not get it to do anything. And then, uh, I went downstairs. No, I have not tried to reset the note. Uh, just, just rebooting it. Yeah. I prefer not to because go ahead. No, I was just saying, I would prefer not to reset it, uh, just because I've got,
04:00
Speaker 2
What's the light indicator? [silence] Currently it's blue. [silence] But you did not try to reset the main node right? [silence] The resetting sir and rebooting are different, by the way. [silence] Did you try to reset the node? [silence] Okay. [silence] Got it sir. [silence] Can you confirm sir? Yeah go ahead. [silence]
04:00
Speaker 1
I don't know, like a hundred stupid devices that are that are connected to our home network. Yeah, I've got a bunch of stuff. all connected to the network. Um and so if I were to reset that one, uh I'd have to uh redo all of the uh.. Oh, I just took a photo of it. Oh, shucks. Do you want to tell me go back upstairs?
05:00
Speaker 2
Sure. You have multiple devices connected to your network. Can you confirm to me sir what's the serial number for your parent node please? Hmm, no problem. [silence]
05:00
Speaker 1
yeah wait one second okay okay let's see yeah it's kind of like a bluish green color and the serial number is hold on one second hey Jackson let me just reply bud it The serial number is 20. Bird 212121. Two two, six zero nine, eight three two, six eight. [silence] One two three, four five. Yes, five. Five of these mesh nodes. [silence] Um, so three of them do [silence] I think two other ones are different. [silence] me one seconds. [silence] [silence] Yes, so, Yes, so the two [silence]
06:00
Speaker 2
You do have a total of five Linksys devices in your home? Is that correct? Okay, so they have the same model number? Can you confirm to me? What are those three and two
07:00
Speaker 1
RWHW 01 and the 3, or WHW 03V2. Yeah, probably, it may have been years, I mean, like 20 years ago, type of a deal. I've not really had any issues out of my network, I mean, we've had it for, we've had it for a while and I haven't really had any issues. I had more issues with internet service provider than our hardware here, but then in the last, I don't know, two months, it's just been a lot of
08:00
Speaker 2
about this so yes
08:00
Speaker 1
Drops, internet activity drops. So I had my service provider come out, look at everything. Ended up buying a new modem. That hasn't fixed the issue, and so we're down to router. I mean, I would prefer not to, just 'cause we have five of them and that's a significant investment. Charter, Chase, last name's Smith. Yeah, first name is Chase C. [silence]
09:00
Speaker 2
you did not try to consider upgrading to a newer system for your nodes. Okay, all right. Yeah, exactly also 'cause you do have multiple uh links to devices. May I know sir who's your internet service provider [silence] I'm gonna create a record for you for this in the system sir before I proceed. may I know your first name and last name? I'm sorry, can you spell that out for me? [silence]
09:00
Speaker 1
wait minutes signal to
10:00
Speaker 2
Got it. How about email address? [silence] So the parent node frequently reboots, correct? All right. Let me just uh properly document it here uh internet. [silence] Great. Here I was able to create a record for you in the system. However, based in your records here, the warranty of your product is already been expired. And just to set proper expectation that we no longer provide free technical assistance throughout the warranty devices. However, if you insist, we can still provide you a troubleshooting guide through the phone. That's good for 60 minutes, but there would be a fee for that. And that's $15, troubleshooting for 60 minutes. Now, if by chance you don't want to pay $15 for the troubleshooting, it's okay. We still have a free option for you, wherein I can only send you an email provided to you, the step-by-step procedure on how you can tray to reconfigure your whole system. But then again, I wanted to set proper expectations there, okay? For the Linx device that you have, WHW03 and WHW01 is part of our first generation nodes, meaning to say, aside that we no longer manufacture this device, we no longer also provide any fmore updates for your nodes. So, you've mentioned earlier that you've been, uh you did experienced like dropping connection or the device or main node frequently reboot itself like might be a past past months or past few weeks. Uh the reason for that sir is because your modem is already upgrading its whole system and however, your nodes are still the old firmware. So,
10:00
Speaker 1
Yeah, if you could just shoot me the email, that would be great. Yep. [silence]
13:00
Speaker 2
we no longer provide any former updates for your node. So if you are troubleshooting, it may not or it may not be still. But then again, you can, uh, those are the options that I can provide to you. If you want to try the troubleshooting, we can provide you 60 minutes $15. If you want to try it on your own, I can send you an email for free for the troubleshooting guide. So which would you prefer? Okay. Alright. So sir, again, let me confirm your email address so you will be able to receive the troubleshooting guide. That's Mrchase MRCHASEmith Smith Smithsmith@yahoo.com. Is that correct? Alright. So sir, give me 3 minutes after our call, you'll be able to receive an email. Uh you can just refresh it and then you can follow those instructions. That's a step by step procedure for you. Okay? Okay. Thank you so much, sure. Uh you have a nice day ahead. bye bye for right now.
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