V2 Rubric Detail — 017977ce-7630-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 16:06
Duration
121m 22s
Contact
Jeff Corbin
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#TE00109828
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping Parent Node_MX6200
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (13 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.19/5
Communication0.00/5
Ownership5.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall39.0% (+9.0)

V2 Grader Summary

The agent attempted several troubleshooting steps (power-cycle, browser changes, remote assist) but failed to resolve the Wi-Fi drop and router login issue. No escalation was made despite lack of resolution, and the call suffered from poor call control and communication. The agent did own the case and set a callback, but the overall outcome remains unresolved.

V1 Case Analysis

Customer unable to access router UI (MX6200); login loops. Agent directed to http://myrouter.info (incorrect), attempted remote session (Zoho), and incorrectly described 5-press as factory reset. Scheduled callback for Monday.

Troubleshooting Steps
  • Directed customer to http://myrouter.info (incorrect for MX6200).
  • Attempted remote access via Zoho (failed multiple times).
  • Suggested power-cycle of parent node.
  • Incorrectly described 5-press method as factory reset and gave wrong hold duration.
Key Observations
  • Agent provided the wrong local access URL (myrouter.info) for an MX6200 device, which uses 192.168.1.1 or myrouter.local.
  • Agent incorrectly described the 5-press method as a factory reset and gave a 30–40 second hold time, which contradicts KB documentation (5 quick presses, not a reset).
  • Remote access via Zoho was unstable and failed repeatedly, wasting significant time.
  • No verification of basic access via correct URL or admin password recovery steps.
  • Model number was not confirmed until late in the call (timestamp 53:00).
Positive Highlights
  • Agent remained polite and patient throughout the call.
  • Eventually identified the correct product model (MX6200) at timestamp 53:00.
  • Offered to send written instructions via email and scheduled a follow-up call.
Agent Errors / Gaps
  • Incorrect URL for local router access (MX6200 uses 192.168.1.1 or myrouter.local, not myrouter.info).
  • Incorrectly described the 5-press method as a factory reset; per KB, 5-press is an escalation method that does NOT erase settings.
  • Gave incorrect reset duration: told customer to hold reset button for 30–40 seconds to factory reset, but correct duration is 10–20 seconds (per universal_factory_reset.md).
  • Relied on unstable remote access (Zoho) without first resolving local access issues.
  • Did not collect model/serial/warranty information at the start of the call.
  • Failed to guide customer to correct local login page using 192.168.1.1 or myrouter.local.
  • Did not verify admin password or suggest password recovery via product label.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still cannot access router settings or change Wi-Fi channel; agent defers resolution to future email and callback without immediate fix.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent performed power-cycle, tried different browsers, used remote-assist session, checked node LEDs, and suggested factory reset, but steps were disorganized and did not lead to a solution.
R3 Met Correct resolution path conf 92%
Agent chose a best-effort path – remote assistance, email with instructions, and scheduled callback – rather than dismissing the out-of-warranty case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptoms (Wi-Fi drops, login loop) and asked about browser type, but did not follow a clear logical flow to isolate root cause.
T2 Met Appropriate tools / resources used conf 93%
Agent used Zoho Assist remote-session, switched browsers, and suggested clearing cache – appropriate tools for a web-login issue.
T3 Not Met No misinformation conf 95%
Agent claimed 'Linksys smart Wi-Fi log in does not have that option in edge' regarding local access; this is contradicted by KB which states local access is available via http://192.168.1.1 or http://myrouter.local from a connected device regardless of browser. Additionally, agent advised holding reset for '30 or 40 seconds', whereas KB specifies 10-20 seconds for most models.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, abrupt topic changes, and lack of clear framing (e.g., 'I'm not gonna stop…', multiple 'silence' markers) show poor call control.
C2 Not Met Confirmed understanding conf 94%
Agent used technical jargon, did not confirm customer's understanding, and repeated instructions without checking comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the call, did not transfer, and took responsibility for follow-up (email and callback).
O2 Met Proactive follow-through conf 96%
Agent set a concrete next step – 'I'll send you an email and call you back on Monday at 11:30am' – and explained what would happen.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed.
Escalation Judgment
E1 Not Met Correct escalation decision conf 92%
No escalation was performed even though the issue remained unresolved after extensive troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent offered generic empathy ('I appreciate your patience') but did not acknowledge customer's frustration about repeated failures.
X2 Not Met Tone & rapport conf 93%
Agent maintained a single, technical tone throughout, did not adjust to customer's confusion or slower pace.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat login attempts, clear browser cache, switch browsers, and wait for remote sessions repeatedly – unnecessary friction.
Call Transcript133 turns · 161 lines
Speaker 2
This is [ silence ] Distant from Linksys. Technical support, Colin. [ silence ] [ silence ] spoken This phone is recorded. Hey hold a your [ silence ] line will be connected to a a [ silence ] Linksys specialist. [ silence ] [ silence ] [ silence ] Yeah, [ silence ] yeah, this is [ silence ] a good time actually. [ silence ] You're breaking up. Sorry. Can you say that again? [ silence ] What is? expectations [ silence ] the line So the behavior of the line is Uh It is dropping Wi-Fi signal Uh like maybe once or twice [ silence ] wizardaries.com so somebody got and hit me later
00:00
Speaker 1
OK.
02:00
Speaker 2
let me double check this on my phone. yeah, I have internet on my phone. so maybe it's a problem with my laptop. everything seems to be working on my phone fine. although let me double check make sure I'm on just Wi-Fi only. so it's always, it's always consistently. so the problem is this network has been consistent
02:00
Speaker 1
Okay.
03:00
Speaker 2
And we tried for an hour to connect, uh, uh, to be able to, to connect on the app to, uh, change the channel using the app, using the Linksys app. And it was not allowing me to use it with the app. Uh, the something wrong with the, with the, with the router, such that I couldn't get in with the app, uh, to change the channel. And I did confirm that the internet is working on my phone, correct? Currently, it must be some problem with my laptop. Okay.
03:00
Speaker 1
But the notes are, do we have steady white light on top of the nodes?
04:00
Speaker 2
Yeah, the the parent, I just looked at one of the child nodes. And that's a white. Let me double check it again. Excuse me. Oops, I'm sorry. Yeah. No. All right. Yeah, the, the child white, I'm going to the parent node right now. [silence]
04:00
Speaker 1
ok.
05:00
Speaker 2
and that's white right now. Everything seems to be okay. Uh, but what we were not able to do was connect to the app, so I could change to a different channel that maybe would not drop the signal so much. Uh, You have a computer at all in the beginning? Yeah, I do. Okay. I'll I'm going to restart my computer because uh, I think I'm having an issue right now. with my computer. So let me Let me restart my reboot my computer.
05:00
Speaker 1
Is this a Windows computer? [silence] [silence]
07:00
Speaker 2
at what about more or okay so if you know much the other hard to bring and for also okay okay [silence] [silence]
08:00
Speaker 1
I see. Well, that's okay. We'll wait for it. No problem, sir. Yeah. Yeah, we always try our best.
09:00
Speaker 2
Yeah. Yep. Ooh, boy. So it's still updating. It's upgrading now. I'm sorry it's taking a while. But I appreciate your patience. Thank you. Thank you. I appreciate you helping me. Yeah, I appreciate you helping me with this problem. The technical support is very good that LinkedIn has. I appreciate that. [silence] Yeah, neither. Yeah. You want to send her to the way to make the s yeah. Do it. So that's what we caught it. It's like even there was no man there. Yeah. Okay?
09:00
Speaker 1
open a browser on your computers and then log on to http://myrouter.info yes, sir [silence]
12:00
Speaker 2
Okay, I'm on a different computer now. And it seems to be working. Do you want me to log into the Linus desktop computer? Okay, My router.info. Yes. He's still up. Okay. So, he is the one that signed. Okay. Another way is to open away. .
12:00
Speaker 1
Yes sir. Is it asking for, or what is it asking sir, Email password or just password?
13:00
Speaker 2
Okay, you want me to log in? [silence] I tried old [silence] login [silence] thank you. [silence] already [silence] Mm. I'm stuck. Yeah, I typed in the password. I don't know you anything about I've yeah. then finally she's providing everything. to you from when you're done. You can enroll in [silence] yeah, I tried logging in, but I'm not sure if I had the right password. So I'm trying it again.
13:00
Speaker 1
You need to log in using the router passwords. Are you still on the computer? Okay.
14:00
Speaker 2
I'm now. So if you want to do it, um, um, do you want me to log in with my email or log in with the router? Yes. Browser path. Are you still at the computer? Yeah, I am. Okay. So this is interesting. Uh, I'm pretty sure I have the right password, but... let me try again. Okay, so what's happening is is when I try to log in, I get the circles, like it's trying to log me in, okay, I get the spinning circle, and then it just takes me back to the home screen to log in, it never takes me to the next screen to log in after logging in, it never takes me there, it's like it just goes in circles and then, and then quits. So, it says waiting, and then there's a circle and I'll and then it just goes back to the login screen. And it doesn't there's no error message that says the password or user ID is incorrect. There's nothing like that. Well, right now, yeah, right now I'm at the page that says access router. and it doesn't say like if I type in the wrong password, if I type it in, I get an error message, I think. Let me try it again.
14:00
Speaker 1
Uh-huh. Yes sir. Which which browser are you using sir? Let's try a different browser like Microsoft Edge.
17:00
Speaker 2
Yeah, every time I try to log in. When I try to log in using the access router screen. No matter what I use for a password, even if I believe I have the right password, I still get the same thing. I get a waiting. It's like waiting to log in, I get a waiting and then it just goes back to the original screen that says access router. And it doesn't even tell me that I have the wrong password. It doesn't tell me anything. It just goes right back. [silence] [silence] [silence] I'm using Chrome. I'm sure it's different from Chrome. Like what I posted. Okay. How it hey you can I see you listen to the fire over here. Now Lights are opening now. Perfect. What's the question that you want to ask?
17:00
Speaker 1
yes . it's my router that info. Did it brought off the same page . okay
19:00
Speaker 2
Can you hear me? sorry can you hear me? okay, what was what was it that you wanted me to type in to access your router? my router. okay. it's working on it. getting there. I'm getting the waiting signal. okay, now I'm at the screen. Uh, do you want me.
19:00
Speaker 1
uh no sir below that there's an option that says for local access you click that yes
20:00
Speaker 2
it's it's asking me for my, on this screen, it's asking for my email and password. Do you want me to log in that way? yeah, you know what with um, this uh, linksys smart Wi-Fi, log in does not have that option in edge. it does not have that option in edge. the option I have is it has uh, don't have an account, click here. there's one option and the other option is access your home network from anywhere, anytime and for more information, click here. your smart Wi-Fi account has access the access home network
20:00
Speaker 1
[silence] Okay. all right let's open. let's open uh another tab here on this browser. open another tab and then go into this address. It is 192.168.1.1.
21:00
Speaker 2
Those are the only two options it doesn't have an option to use the router login on the edge platform.Let me do it. All right.What do you want to do? Okay. dot.com. All right. So I get an unsafe and then I, uh, advanced settings. I bypass that, okay? And now I'm getting the waiting circle again. All right. And now I'm back to the screen where, uh, email address, it wants the email address for login. And then there's an option, forgot your password? And then there's an option, don't have an account, click here. And then there's an option in the lower left about your
21:00
Speaker 1
all right can we i know sir so uh... a no sir
23:00
Speaker 2
for using your Linksys smart Wi-Fi account to access your home network from anywhere, so it's the same thing. And then it says for more information, click here. But there is no router option, router login. Whereas on Chrome there was, on Chrome there had that option. In fact, on Chrome, in fact, on Chrome it opened up with that option. That was the only option and then you click on it for the email log in. [silence] You don't want me to login using email, huh? Okay. [silence]
23:00
Speaker 1
doesn't say like for local access click here can we can we do this instance or can we can we have a
24:00
Speaker 2
No. Uh. No. No. I'm looking at the- uh. about these steps. I'm looking at the lower left. Where it says, see if there's a link in the help guide. If the help guide has a link. But it doesn't. Uh. The- I don't see a link. There's a Microsoft Edge. Um. Um. [silence]
24:00
Speaker 1
remote access to the computer instead, okay, so, on your end, you have to go to join.zoho.com. yeah. you join.zoho.com. that's zoho.com, yes, sir. [silence] you have email and it's an, an, an actual, a Z O H O. com.
25:00
Speaker 2
Sure. [silence] You want me to do this in edge? Yeah. Okay. Okay, so join. What? join.zoho.com. Yeah. All right.
25:00
Speaker 1
the session ID sir is 597, 073, 711. your name, yes. okay, but now it's at... all right. Okay.
26:00
Speaker 2
okay what's the session ID and the name my name okay my name is Jeff I'm downloading the connection software and I'm opening the connection software now
26:00
Speaker 1
all right all right okay I think it's almost there all right
27:00
Speaker 2
and it's saying that it's initializing a remote session right now. Just downloading right now. And I just clicked to join.
27:00
Speaker 1
All right, I think I can see your screen now, seeum, okay, so let's go back to where was that? Uh, this one. Okay. uh How do you? It's check the IP address. Wow. [silence]
28:00
Speaker 2
okay. So, yeah, right there. Yeah. There you go. That's what I was seeing right there. Same screen. [silence]
28:00
Speaker 1
What is that? Okay. But when you were with the... What was that? The Edge browser, or the... [silence] ... Chrome?
29:00
Speaker 2
Chrome? Yeah. You can, you can go to Chrome. And you can see I had, the access router screen on Chrome, but when I typed in the password, it was doing nothing, even if I had the wrong password. It was bouncing me back to, this same screen. You're looking at, right now. Just bouncing me back there. [ silence ]
30:00
Speaker 1
yeah. Hold on. keep on forgetting.
31:00
Speaker 2
That's the same screen you see on Edge. Place tesbo.
31:00
Speaker 1
all right it seems to be the same it seems to be the same now is it possible able to do a a clear cash to the browser. We want to do a clear cash on the browser. All right. Where was it? [silence] Okay. Doesn't really show that option to log in locally Sir. Uh this
34:00
Speaker 2
[silence] I'm gonna have two ready for the four in a car in the perfect. Two cents. Okay. I'm not gonna stop. Stop moving. [silence] Keep I'm busy.
38:00
Speaker 1
Computer, can this be connected wired to the parent node, like straight to the parent node? Does not have an Ethernet. Okay. And are you, or this computer is this close to the parent node or Okay. Okay. Um, yeah, let's bring this close to the parent node.
39:00
Speaker 2
No, this, um, this computer does not have a Ethernet. I don't have a Ethernet, uh, plug in for this. Dan, is this your computer? No, it's not close to the parent node, but I can put it close to the parent node. Okay. [silence] okay. uh okay. I'm trying to get the internet working better. So I'm going to take this for a run. [silence] Okay. I'm next to the parent node now.
39:00
Speaker 1
Yes, sir. I can hear you. And by the way, is there a any device wired to the parent node, aside from the modem? No. child node hardware. Okay. Can can we disconnect that for now, sir? All right. Okay, that's great. And then can you do me a favor, sure? Uh, for this laptop or computer, turn off its Wi-Fi and then after 30 seconds, turn it back on and then reconnect it to the Wi-Fi. All right.
41:00
Speaker 2
Can you hear me? Yeah, very good. Then, then, yeah, there is, um. There's a child note hard wire there. Is that there's a hard wire, ethernet connection to another child note. Can we disconnect that for now? Sure. I just disconnected it. Okay. Uh-huh. Give me a favor. Um, with this? Okay. Yeah. Uh-huh. Does this close off or just put it in my Aspire turn off digital display, then update restarting second. Yeah, connected to the Wi-Fi. Okay. [silence] Hey, I just disconnected the wife. I, you want me to wait 30 seconds? You want me to wait, right? 30 seconds? Yeah. There's a train. Okay, I'll wait, then. I'll tell you when I connected again. Okay. [silence] Okay. So
41:00
Speaker 1
Awesome. Uh, let me see. I'm waiting for the remote access to reestablish. Does it have any error message on your end right now? As in Okay. is it
43:00
Speaker 2
Okay. Now it just says your session has ended. With doctor, Calzada. There's no error. It just says that session has ended.
43:00
Speaker 1
Okay. All right, I think we need to, you need to go back to join.zoho.com, sir, and then let's try again. Enter the session ID. Okay. We need to start over.
44:00
Speaker 2
All right. I think we need to go back to the old one. Down to the right. Okay. Oh, actually, it does say there's a failure. Yeah, it was a connection failure.
44:00
Speaker 1
Listen me know if it asked for the session ID. I'll give it to you. Oh. Yes.
46:00
Speaker 2
Okay, I'm trying to locate the Zoho app. Is it called Zoho Assist? Yes.
46:00
Speaker 1
no need for you.You just have to enter the session ID.Once it prompts you to enter your name and session Idea.So, if you want to be a big deal.Totally. OK. Alright. All right. Yeah, I'm back.
47:00
Speaker 2
let me go to my downloads so I can find the .exe file and try that okay. Okay, it's working now. It's initializing remote session. Okay. Okay, I think you're there.
48:00
Speaker 1
Okay. Let's try this one. Try to login using your email and password.
51:00
Speaker 2
So I'm next to the router. I'm next to the parent mount right now. OK. [silence]
51:00
Speaker 1
Yeah. What? Yeah. Uh-huh. And and it's still trying to load on my yeah. Uh-huh. I think we're good for now. Okay.
52:00
Speaker 2
It's just what it was doing before. Oh, now it's working. I did not get to this far before. This is the furthest that we've gotten so far. Do you want me to try to close some open tabs. Okay. So I'm getting the waiting circle now.
52:00
Speaker 1
All right. Your parent node choice. That's the MX 6 200, right? Thank you.
53:00
Speaker 2
It says, cannot connect to the router. Linksys smart WiFi was unable to connect to your router. This can occur if the router doesn't have internet connectivity. That's right.
53:00
Speaker 1
me [silence] try to enter the router password that you were using to log into the interface Okay. I think this is becoming too unnatural. Can we do this instead? Let's try it. Yeah. Uh.
54:00
Speaker 2
[silence]
61:00
Speaker 1
Oh man. Uh. Yeah. Let's try that.
62:00
Speaker 2
like well like all right it's taking a really long time I don't know why let me try a different way I don't know. This is going to sound stupid, but I'm typing in the one nine two. Dot dot 168 68.1 1. And it just there's no enter key. That's really weird. It's just so I can only search it. And and i don't know. Let me see. I'm trying different ways to make it happen here. Yeah, um, i don't know. Uh, let me try uh, let me try using the Apple browser instead of the Google browser that one has an enter key it's not taking me to anything and I just getting a blank screen but it's not taking me to anything
62:00
Speaker 1
[silence] [silence] [silence] I'm sorry, what what was that sure? alright
67:00
Speaker 2
I don't know if it's using. I said, I'm not sure. I'll try again to the to the. Um, I don't think it's working on my cell phone. I was trying to use a different platform to log into the router. Yeah. Uh, my cell phone seems to be working.
67:00
Speaker 1
Yeah, uh huh So this computer sir is this using a what do you call this a wireless adapter to connect to the Wi-Fi like a USB adapter it's built in Yeah, so it's using it's built in uh huh uh huh okay uh huh Yeah, uh huh It's uh...
68:00
Speaker 2
uh, with internet. No, the laptop is connecting to the Wi-Fi just using the wireless wireless driver. It only has capability to connect wirelessly. There is no Ethernet connection.
68:00
Speaker 1
Or maybe how about this, uh, your modems, are, uh, I think you are with spectrum, right? How many, how many Ethernet ports does the modem have? Okay. All right, now, okay. Uh, can we restart the parent nodes, like unplug the parent nodes, turn it off, then plug it back after 30 seconds and, [silence]
70:00
Speaker 2
just one one port and it's blinking [silence]
70:00
Speaker 1
[silence]
71:00
Speaker 2
Yeah, you want me to unplug the parent node right now? Unplug the power cord? Okay. I'll wait 30 seconds and then I'm going to plug it in. All right. I just plugged it back in. All right. Yeah, it was a solid blue. Now it's a blinking blue.
71:00
Speaker 1
Okay. It may take a while throw. So, let's just wait for now.
73:00
Speaker 2
Now it's a solid red. Okay. While yeah I understand. It seems to take a long time to go from solid red to white. [silence] It seems to take a long time to go from solid red to white.
73:00
Speaker 1
All right. Now, uh, I think we need to start over with the remote session. Uh, I'll have to generate, uh, another session ID. So, on your end, go to join.zoho.com. Okay, sure. All right.
76:00
Speaker 2
Okay, it's solid white now. All right, the thing is, I'm very good. All right. I'm just gonna go back to the download and. Okay. So it's initializing the remote section. It's asking for a host
76:00
Speaker 1
Is it asking for the session ID? [silence] Uh no sir, I think you need to go back to joins that.soho.com. [silence] Uh it should only be asking for the session ID.
77:00
Speaker 2
It's asking for our host that I jumped the gun you want me to wait for you first before I do this? No, it's asking for a host name, a username and a password and a set proxy. Okay. Okay. I guess I'm not doing. Okay, let's start over.
77:00
Speaker 1
Joined at ZDP.com. Yes. dot com. Okay.
78:00
Speaker 2
It's just dot zoho.com, right? Okay, join. Jay join dot zoho.com. zoho.com, join dot zoho.com. Oh. Oh, interesting. I don't have internet. Let me log back let me log into the guest house. I don't know why I didn't connect should connect automatically.
78:00
Speaker 1
Chitter Chitter Chitter Chitter Chitter try to turn off and on the Wi-Fi of this computer. Chitter Chitter Okay. Awesome. So the session ID is 149 0 3 5 3 0 3. Okay. Chitter All right. Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Chitter Oh my gosh. Okay.
79:00
Speaker 2
Okay. I didn't I didn't shut off and on the Wi-Fi. I connected to the network manually. And now it's asking for a session ID. 129 035. Ah And do you have a yeah, that's my name. Right, so I just logged in. Yeah. It's logging in to the Philippines. How are you? In the Philippines.
79:00
Speaker 1
This is about finds you? I can see see it. Okay. Got it. All right, I think I'm seeing your screen now.
80:00
Speaker 2
making me download it isn't it isn't it interesting making me download everything again but it's okay it's initializing a remote session you should see it soon okay I just joined the session okay okay
80:00
Speaker 1
I think that's the server the Zoho server actually not the actual location
81:00
Speaker 2
in the raw
81:00
Speaker 1
this is definitely weird
83:00
Speaker 2
I wish I could plug in directly with ethernet. I'm sorry. I don't have the equipment for that. that's okay. I think it should be the same. and so all right. uh, if you insert into the cash. yep.
83:00
Speaker 1
I think we have to do this this way. [silence] Uh. Sure. Um, by the way, so the password venue enter it that's it is it updating on your end? [silence] Okay. What? What is. Oh. Okay. I mean on the page right now the test from a update. Mm-hmm. Alright. Sure. [silence] Okay.
85:00
Speaker 2
it on the router parent node let me put the password in right
89:00
Speaker 1
[silence] It's not doing anything. Let's try at the next. I'm sorry. Uh, it's not, how many MX6200s the you have in total? There four. There six. Okay. [silence]
90:00
Speaker 2
Sorry, I'm sorry. I'm I was getting bored. I forgot that you were there. I think there's four six. I think there's six total.
92:00
Speaker 1
Okay. Uh, maybe this one. Let's disconnect the modem, sir, from the parent node. Like, the the connection between them. disconnected. Yeah. Uh, maybe this one. Let's disconnect the modem, sir, from the parent node. Like, the, the connection between them. disconnect it. Yeah. Uh, maybe this one. Let's disconnect the modem, sir, from the parent node. Like, the,
94:00
Speaker 2
Yeah. You want me to disconnect it? Disconnect it?
94:00
Speaker 1
And, um, since it's gonna disconnect the remote session, I'll have to ask you to do the next steps. All right, so the laptop is it still connected to the Wi-Fi? Yeah, that's okay. Now, let's try to access the interface without internet. So, go back to the browser then enter the 192.168.1.1. I know sir. Just the 192.168.1.1, nothing else.
95:00
Speaker 2
yeah [silence] What do you want me to do? [silence] it's connected to the router, [silence] but not the internet anymore. [silence] Do you want me to go to the slash sysinfo.cgi? [silence] Well, this is interesting. It's not working on Chrome. Let me try Edge. I'm not connected now. I don't think. Let me check. Yeah, I was not connected to the guest house. So let me try it again now that I'm connected. It's connecting now. It's trying to connect to the network.
95:00
Speaker 1
Well, it doesn't actually need to You don't actually need internet to when you wanna log into the interface. Yeah. Uh huh. Okay. Okay.
98:00
Speaker 2
Yeah, it's not letting me connect because there's no internet. Um, let me... is there a way I can connect to the router without having the internet? I know, I didn't think so. Um, let me try. It's it says checking network requirements. It's it's trying to connect. And it saying now checking network requirements.
98:00
Speaker 1
[silence] If it says no internet secured, that that means it's connected to the Wi-Fi, but no internet, which is what we want for now. And then open up the browser, then there's two the address. Okay. [silence]
99:00
Speaker 2
And it says no internet. And I still get like internet signal. I'm not sure if it's connected or not. I don't know. Okay. Okay. All right. Okay. Let me open the browser. I'm gonna open up edge. All right. Now let's try this. 192. Okay. Looks like I'm making progress here. Not sure what happened. something happened in chrome, it wasn't working, but it looks like we're making progress on edge. link smart WI is trying to pop up [ silence ] Yeah. I'm getting a waiting signal now. [ silence ] Still waiting.
99:00
Speaker 1
I'm having trouble understanding that.
101:00
Speaker 2
still waiting signal still waiting signal right now okay
101:00
Speaker 1
moment moment Okay. Is it still asking for the email and password or? [silence] Router access.
102:00
Speaker 2
All right, I refresh the page. And, uh looks like it's trying to. I'm getting away waiting signal now. I don't know, I don't know. I don't know, I don't know. I don't know. I don't know. I don't know. I don't know. I don't know. All right, it looks like uh my sign in credentials are going to pop up. It looks like it, but it's, there we go. I have my sign in credentials now. No. No, it's asking for the router access. So, I'm going to sign in. Okay? Yep. And I entered the password. And I'm, now I'm getting that waiting signal. [silence]
102:00
Speaker 1
Let's, or, try to refresh the page. Yeah, just refresh it. [silence] Let's, or, try to refresh the page.
104:00
Speaker 2
still waiting. Still waiting. Okay. I just refresh the page.. Yeah, I just did. Uh so far. It's just like uh nothing right now.
104:00
Speaker 1
Okay. Unexpected error. Okay. All right. Okay. All right. Since we're we got the error message here. That actually means that the parent node needs to be reset.
105:00
Speaker 2
And now, I'm getting a waiting signal now [silence] an unexpected error 2123.
105:00
Speaker 1
But uh, before we do that, I'm gonna ask if... you have the time for... that reset and then reconfigure it afterwards hey, sure, sure if that is the case, let's... that's about right, uh yes
106:00
Speaker 2
I think we should do this after the 4th of July, if it's possible. I mean, you're going to. In order for me to do this, uh, I think I would need to reset the parent node and then, and then reconfigure all of the child nodes all over again, correct? Okay. Yeah, that's going to take, uh, maybe an hour, right? With no internet. Uh, I think we should wait. Um, why don't we wait till Monday? Is that possible? [silence] Are you [music]
106:00
Speaker 1
not sir, not actually just during week days so I think for now reconnect the parent node to the modem and then let's wait for it to go online, let's make sure that it's online before we, you know, hang up. Yeah, I'm still here sir. Okay.
107:00
Speaker 2
open on Sunday. okay. Okay. Okay. Are you still there? All right. So I reconnected the router to the modem. Now, How do you feel? I mean, it's always very helpful to get listen look if you[silence]
107:00
Speaker 1
Uh-huh. Uh-huh. Yeah, you can use the app. And also, yeah, with the app and also the 5Press or how about I send you instructions though, via email. All right. I'll send it within a day. I'll have to draft it first.
108:00
Speaker 2
Yeah, I can do it myself with the app, right? Yeah, that's a great idea. Let's do that.
108:00
Speaker 1
uh, oh. [silence] Actually, you need to press and hold its reset button. And keep holding until it shows a blue light on top and then you let go. That's about 30 or 40 seconds pressing the reset button. Yeah, keep it and yeah, it'll be in its factory settings and then you'll start over with the setup.
109:00
Speaker 2
Okay, that's fine. And how, uh, how do I reconfigure the parent node? What do I, press, like, uh, do I press the reset button for 10 seconds or something? Okay, keep it pressed. Keep it pressed until I see solid blue. And then I, then I have like a brand new system that I start over and reprogram it. Yeah. Okay. But that's what I need to do. [silence]
109:00
Speaker 1
yes, sir. today or Monday? Okay. Sure. [silence] got it, sir. Sure. I'll call you. [silence] So [silence] for now, what's the behavior of the light on top of the parent node? [silence] Okay. [silence]
110:00
Speaker 2
right I need to do that so why don't you call me why don't we plan on you calling me at uh say 11:30 12:00 o'clock on Monday on Monday 11:30 12:00 o'clock on Monday you can call me and if I don't have it done then you can walk me through it okay maybe I'll have it done um and we can test a few things to see if it's good okay it's still solid red right now. It's gonna go to solid white here in a minute right okay
110:00
Speaker 1
It will. OK. All right. OK, sir. You're welcome. All right. Actually, yes, I wanna be sure that you have written before we hang up.
111:00
Speaker 2
all right. uh. okay. so maybe if I have time on sunday, I'll try it myself. and then, uh, we'll be one step ahead when you call me on monday. I'll try. I don't know if I can, but I'll try. okay. all right. Thank you. okay. yeah. do you want to stay on the line until it goes white, or are you good? Okay. [silence]
111:00
Speaker 1
Okay. If if it's still red sir, I unplugged the I might want to try it off. Yeah, I might want to try it off for 30 seconds. Yeah.
113:00
Speaker 2
uh-huh. Yeah, still red. Yeah, it's, it's gonna be a screen. Okay. it's still red. So, right now, i'm going to unplug it right now.
113:00
Speaker 1
And uh, while it's booting up, I'm gonna excuse myself for a minute to stay in the line. I'll be right back. All right. [silence]
114:00
Speaker 2
right I'm just plugging it in now okay silence
114:00
Speaker 1
Hello sure thank you for patiently waiting what do we have now okay all right [silence]
117:00
Speaker 2
I put a timer on it cause I was curious,
118:00
Speaker 1
Yes sir. Uh huh. Okay. That's great. Uh huh. Sure I'll include that. You know. I'm going to have to move it. Sure. Sure. All right. And so now that it has a white light. So check if your phone or the laptop has internet access.
119:00
Speaker 2
when you send me something in my email about how to reconfigure just turned I just turned White. it was uh three minutes 10 seconds turned White. and ah can you tell me how to do it using like a five press method or something like this instead of using the app? the app it seems to me is not very user friendly and doesn't work for me very well. so I would prefer Yeah, I would prefer to use uh something other than the app. okay. Yeah, I'm gonna check my fall out my oh sh** [silence] [silence]
119:00
Speaker 1
Awesome. Great. Okay, then, so I'll create an email with the steps, send it to you, then I'll call you back on Monday at 11:00 a.m. Sure, sure. All right. I think that's it for now, then. You're welcome, sir. All right. See you.
120:00
Speaker 2
yeah we have um internet yep internet is working yes yes and we can you can maybe uh show me how to change the channel maybe okay okay all right thank you oh to it yeah sounds great thank you have a good weekend yep and all right goodbye
120:00