V2 Rubric Detail — 075ead3a-8107-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 11:11
Duration
66m 56s
Contact
+447795932101
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137431
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 5 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership2.86/5
Escalation2.50/5
Customer Exp1.79/5
Overall69.0% (+17.0)

V2 Grader Summary

The agent executed technically accurate troubleshooting (Met for T1-T3, R2) and provided a practical workaround for client roaming behavior, but the issue was not fully resolved (Partial Resolution). Communication had minor gaps (C1, C2), ownership lacked continuity with prior contact (O3 Not Met), and customer effort was not minimized (X3 Not Met). No critical failures triggered auto-zero.

V1 Case Analysis

Customer experiencing low Wi-Fi speeds (~40-150 Mbps) on child node of SPNM60 Velop mesh despite 1 Gbps ISP. Verified ISP (~970 Mbps) and parent node wired speeds (~940 Mbps). Advised toggling Wi-Fi and rebooting nodes. Issue unresolved; follow-up needed.

Troubleshooting Steps
  • Speed test at ISP modem (fast.com) – 970 Mbps
  • Wired speed test to Linksys parent node – ~940 Mbps
  • Wireless speed test near parent node – ~900 Mbps
  • Checked client-steering settings and advised toggling Wi-Fi/rebooting nodes
Key Observations
  • Agent correctly verified ISP speed at the modem and isolated the issue to the child node/client roaming.
  • Failed to collect device serial number, which is required for warranty and escalation purposes for SPNM60 devices.
  • Provided confusing instructions for accessing network properties (ncpa.cpl), causing repeated customer clarification requests.
  • No clear follow-up, escalation path, or self-help article was provided despite unresolved issue.
Positive Highlights
  • Correctly verified ISP speed at the modem, confirming the upstream connection was healthy.
  • Identified that the parent node delivers near-gigabit speeds, isolating the problem to the child node/client roaming.
  • Suggested practical, low-cost steps (toggle Wi-Fi, reboot nodes) and explained client-steering behavior in line with KB guidance.
Agent Errors / Gaps
  • Did not obtain the customer's device serial number, which is required for warranty and escalation purposes per universal_escalation_guide.md.
  • Provided overly complex and unclear instructions for accessing network properties (ncpa.cpl) without verifying customer OS proficiency, causing repeated confusion.
  • Failed to set a clear follow-up, escalation, or callback plan despite the problem persisting, leaving the customer without a concrete next step.
  • Did not verify or document firmware version despite accessing the UI, missing an opportunity to rule out known issues.
  • Mischaracterized client roaming behavior as uncontrollable, contradicting KB guidance on Intelligent Mesh roaming capabilities (though technically accurate, phrasing undermined customer confidence).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent provided a practical workaround (toggling Wi-Fi to connect to closest node) but did not fully resolve the root cause of inconsistent client roaming behavior.
R2 Met Diagnostic thoroughness conf 90%
Agent conducted logical troubleshooting: verified modem speed (950+ Mbps), tested wired router performance, checked wireless speeds, accessed router UI, reviewed node signal strength, and performed power cycle.
R3 Met Correct resolution path conf 85%
Agent pursued appropriate best-effort troubleshooting path for in-warranty SPNM60 device, explaining client steering behavior and providing actionable guidance without dismissing the issue.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent correctly identified symptom (low Wi-Fi speed), ruled out ISP and modem issues via direct tests, isolated to wireless client behavior (sticky clients), and concluded device-level client steering was the cause.
T2 Met Appropriate tools / resources used conf 90%
Used appropriate tools: fast.com for speed tests, accessed router UI at 192.168.1.1 and myrouter.info, reviewed node status/signal strength (dBm), and applied power-cycle procedure.
T3 Met No misinformation conf 95%
All technical guidance was accurate: correct use of speedtest tools, proper interpretation of wired vs wireless results, and accurate explanation of client steering per KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained direction but had multiple long silences, repeated unclear instructions (e.g., ncpa.cpl command), and lost momentum during UI navigation attempts.
C2 Partially Met Confirmed understanding conf 85%
Agent used technical terms like 'ncpa.cpl' and Windows run commands without simplifying, causing confusion; adapted partially by switching to alternative methods when blocked.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed end-to-end troubleshooting, did not transfer, and followed through on all steps without deflection.
O2 Partially Met Proactive follow-through conf 80%
Agent advised toggling Wi-Fi to force reconnection to closer node but did not set a clear timeline or follow-up plan for monitoring success.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior contact ('I called before'), but agent repeatedly asked for information already provided and did not reference any history or prior case details.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 75%
Speeds remained suboptimal near parent node despite good wired performance and correct configuration; escalation was borderline warranted but agent continued troubleshooting reasonably with a valid workaround.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation was performed on this contact.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed appreciation for patience and remained polite, but did not explicitly acknowledge prior effort or frustration beyond generic phrases.
X2 Partially Met Tone & rapport conf 80%
Agent attempted to adjust by offering alternative paths (e.g., Run dialog after browser failure) but maintained a technical tone that occasionally outpaced customer understanding.
X3 Not Met Overall experience conf 80%
Customer had to repeat actions (e.g., Wi-Fi toggle, speed tests) multiple times; agent did not streamline the process or reduce unnecessary repetition of core diagnostics.
Call Transcript106 turns · 113 lines
Speaker 1
There's internet, none, internet is there. They're not speed. Hello. Hiya. Uh, just now I called before to the links is to set up a new, parental router and child router. So, all is done. They are they rebooted both of the things. But the speed is I was expecting 1 gigabytes. When I'm standing in front of the child router, I'm still getting only less than 50 Mbps speed. Yeah. Standing in front sorry. Helo. Yeah. So, what's the issue? That is the main concern. But I called before so the plant has done it and still, you know, slow internet speed by Mbps. It was talking about the magazine. We're getting only that half. Tissue. But it has was it has normal.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys support. This is D, how can I help you today? Hi. Hello sir, how can I help you? 50 mbps speed. uh I know sir what is your internet connection? Yes hello sir.
00:00
Speaker 1
So, can you repeat again? Oh, it's one gigabytes. Yeah, community fiber. Yeah, community fiber one gigabytes. Yeah. Yeah, just second. Can you hold on? Sorry, I'm standing in front of the router now. And, the speed is is just 40, 50 Mbps. Standing in front of the main router. 57. Uh, yeah.
01:00
Speaker 2
what is your internet subscription? [silence] Yes, sir, what is your Internet subscription? [silence] Are you subscribed to 1 gigabytes? [silence] okay [silence] yes sir. [silence] and uh [silence] were you able to check the speed that you're getting from the main nodes? [silence] Do you have the up on your phone, sir? [silence]
01:00
Speaker 1
No, they asked me to go to the Linda's apps from the from the browser. Yeah, yeah tamboprim yeah. [silence] Yeah. Yeah, we um just be and then 60 yeah. Sorry, can you repeat again? Yeah,
02:00
Speaker 2
Okay. And, um, can you open your laces app? [silence] I see. Oh, okay. Let me just pull up your records first, okay? Because, uh, am I speaking to Mr. Thamboo? [silence] Okay. So your concern earlier, sir, is about the Lacess app, right? But it shows here that you are using an SPN, uh, M60 from Community Fiber. [silence] Okay. So your subscription, sir, is 1 gbps? [silence] Yes, sir. Your internet subscription, sir, is 1 GB, right? [silence] Okay.
02:00
Speaker 1
You want me to log into the user interface of the link list? No, no, no, I'm not using a computer. I'm using the phone. iOS, uh, sorry, Android phone. Uh, I need to take my laptop, I think it don't have a charging as well. My laptop. Yeah, it might have. I think this is advanced laptop. I don't know. I need to check if it has a US internet connection to it. Yeah. Okay. So you want what you want me to do now? I have a phone. You phone is enough. Yeah. Uh you can uh you can check the speed from the the main router and child router. Yeah? Yeah yeah sure. I will get the laptop if you hold on a second please. [silence]
03:00
Speaker 2
Yes, your uh, your Linksys is uh, device, your Linksys router is dependent on your modem. So for this kind of concern, we have to start checking if you're getting the exact speed from your modem or from Community Fiber. Yes sir. Uh, I believe phone will not be, uh, capable for this for the troubleshooting. Will it be okay if we use your laptop, sir, and uh, check if you can get or if you can connect it via Ethernet? Aside from that, sir, we also need to check if you're getting the 1 GB from uh, from the modem. Okay. Yes, yes, sir. [silence] are you available through? Yes, I'll be available on the October.
04:00
Speaker 1
[silence] yeah, I have my laptop turned on. [silence]
06:00
Speaker 2
Okay, is your laptop capable (of) Ethernet connection (tr) sir? Okay. I am not sure sir. Is it okay if you explain me how to do that okay, sure sir. I can explain you sir, is that okay sir?
06:00
Speaker 1
I have a little bit let me check if I was like the portal. Sorry. Say again. You want a speed of the parent node. From the laptop or from the phone? [silence]
07:00
Speaker 2
Can you still remember the speed that you're getting when you're close to the parent node? Can you still remember the speed that you get, sir? When you connect to the parent node? Yeah, from the parent nodes, sir. Yes, when you're the parent node. From any of your devices, sir?
07:00
Speaker 1
Okay. Just give me a second. [silence] Now it is showing 400 440 450. Yeah, 424 398 400 only. [silence] Yeah, sure. [silence]
08:00
Speaker 2
444. okay let me not sure if your computer is ready okay
08:00
Speaker 1
I think I have an ethernet port, like a small kind of thing through my laptop. Yeah. [silence] to the router. Modem means what the router, the main one? Yeah, that the link this one, yeah. No. The black one.
09:00
Speaker 2
speak I have a small effective code like a small line of things mm-hmm okay can you try sir um connect your computer straight to the modems um instead of the links sir to the modem sir modem no sir the modem the one from community fiber no sir the modem sir the modem that is yes the black ones sir not the white one
09:00
Speaker 1
Oh, okay, okay. Sorry. Sorry. Yeah. So, you- Yeah, okay. I'm going to plug and plug- Yeah, yeah. Okay. Yeah, you want me to log in? Yeah, yeah. My computer is connected to this black box now through the Ethernet cable. Sorry, can you repeat again? Which one was that? [silence]
10:00
Speaker 2
That is OK. You can use the same Ethernet cable, sure. But you have to unplug the Ethernet cable at the back of your laptop. Mhm. Mhm. No, sir. We will do a speed test, sir. So just to confirm, your computer is connected wired to your modem, right? Mhm. OK. OK. Yeah, sir. Can you please do a speed test, sir? You can use [fast.com], or [speedtest.net]. Okay, fast.com fast.com. Yes. Yeah, that's okay sir, just take your time. Um, just fast.com sir, fast.com will do. Just FAS, um. No sir, FAS f a s t dot fr, fr, fa r. Um, France, America, Singapore, Thailand. Yes sir, f yes sir, it's f for Fred, a for Alpha, s for Sierra, t for Tango dot com.
10:00
Speaker 1
F ASDT. Yeah. Fast.com. Yeah. Yeah. Internet speed test. Yeah. Okay. Okay, sure. Yeah. Showing 970 Mbps. Try it again. 950 Mbps.
12:00
Speaker 2
Yes, yes, sir. Yes. That's future. So let's run a speed test. Let's do it three times, sir. Huh? Yes, please. [silence]
12:00
Speaker 1
1.2 I've done three times yeah. Yeah Yeah Yeah you want me to connect this to the new Router and I have a spare Ethernet cable where should I plug into the one of the any of the Ethernet port yeah okay uh I have one spare cable but this is very long like a five meter cable hopefully it's okay for you yes. Okay
13:00
Speaker 2
one. Yes, sir. Okay. So, let's do this one sure. reconnect your modem to your linksys, same port. And then if you have a spare ethernet cable, sir, let's wire your computer straight to your linksys parent node. Yes, yes sir. Any of the ethernet ports. Yeah, that's okay. Sure.
13:00
Speaker 1
yeah I have connected it yeah yeah you want me to run again yeah yeah refreshing it 940
14:00
Speaker 2
Okay, so let's do the wired connection sir. From modem to your links and links is parent now to your to your computer. Yes, same thing here. What is your computer, sir? Is this Windows or Mac?
14:00
Speaker 1
Windows. 9 10. 9 10. 9 40, 9 10. And then 9 80. 9 and uh 1 1.0. Yeah. Yeah, yeah, it's plugged in and it's in the other room. Yeah.
15:00
Speaker 2
nine forty nine, one zero and 1.0. Yeah, okay. Okay, so it seems that the wired connections are good, so we will go ahead and do the wireless connection. But before we proceed with that, sir, is your child notebook plugged in right now or not yet? Okay, so we will not...check on that one first. For now, sir, remove the Ethernet cable on your computer.
15:00
Speaker 1
I remove it, I have remove it. Yeah, on my computer, search network and ethernet, yeah, view network connections, okay, Yeah, yeah, my Wi-Fi connection, I will enter the password,
16:00
Speaker 2
Okay. Yes. Okay, sir. And then go to network and internet here on your computer. Yes. On set page, sir. It's under settings. Yes. And since we are wirelessly connected, sir, choose Wi-Fi. Okay. And then look for, because you're under Wi-Fi, sir, right.
16:00
Speaker 1
it's a, sorry, stop. Proper Keys. Okay. Yeah. And next, VR is connecting now. It is connected now. It's connected to the internet now. Wireless. Yeah. View network connections. Yeah.
17:00
Speaker 2
go to properties sir properties no sir properties is this Windows 10 [silence] sure or Windows 11 connected to the internet okay um wireless yes that's good here so uh go back to network and internet go to settings and network and internet
17:00
Speaker 1
Yeah. Yeah. Oh sorry, can I- I I went to my wi-fi. Yeah. What should I do now? Proper keys. What is that? Sorry madam. Can you repeat again? Yeah, Yeah. What should I type in the search bar? M,
18:00
Speaker 2
Yes, go to Wi-Fi server or wireless since we are connected wirelessly and then look for properties. Yes, and then properties. Properties, sir. Yes. Okay, how about we try this one? Go to the Windows icon, sir, on your keyboard. Okay, you will see there a search tab. Yes, on the search tab, sir. Search for Ncp:+.sC.Pal and for Nancy's [silence]
18:00
Speaker 1
See NCPA dot CPL command. Okay. I will type this. Yeah. NCP Run the NCP CPL command in the Windows it yeah. I type I tornado. Okay.
19:00
Speaker 2
No, sir, and for Nancy, see for... Yes, yes, sir. I'm sorry, sir, did you type it on the search up on your browser or on the search on the... Oh, no, sir, sir, there's another search tab, sir, just beside the windows icon on the bottom of your computer screen.
19:00
Speaker 1
[silence] on the bottom. why it is showing me on the Google page?ncpL.cpl. sorry ma'am. Yeah, I see the Windows icon when I press it. it is showing me a ping bar, like a pink NCP sorry ma'am. View network connections, NCpl. Hello. Hello.
20:00
Speaker 2
sure. no. sir, uh, on the bottom. do you see this, um, windows icon, sir, on the bottom of your screen? okay. i see. uh, how about the search tab, sir, beside the windows icon? yes, hello, sir?
20:00
Speaker 1
Yeah, sorry. Uh, I'm taking you so long. I don't know. Yeah, okay. I'll type the Windows button. Yeah. Letter R yeah. And letter R yeah. Yeah, okay. I got it. Now it's opened me a run command. Uh, NCP_panel, yeah, okay. So it landed me into the uh network connections page. Double click here. [silence] Okay, it may show me a Wi-Fi [silence] [silence]
21:00
Speaker 2
That's okay, sir. Al how about this? Can you please press the Windows button, sir, on your uh keyboard, and then at the same time, yes, at the same time, sir, press the letter R. Windows button. Windows button and letter R at the same time. Okay. Yes, that's it, sir. So, uh, ncpa.cpl. Okay, go to Wi-Fier. And then, yes, uh right click on Wi-Fi.
21:00
Speaker 1
status tab property disabled director. yeah. uh what you need? uh status tab, uh, IP for connectivity, internet IP six connectivity, no network access. speed is showing 2.4 GBs. yeah. and signal quality looks. yeah. okay. same as before, yeah. okay, let's get
22:00
Speaker 2
Yes, status. Status there. The status tab. How about speed? DC speed. 2.4 GPS. Okay. Okay, now sir. Now, sir, can you please open a browser on your computer and search for thefast.com again, sir? Or doing it wirelessly. What's this picture?
22:00
Speaker 1
Give me a second, I'm opening, frosted, they want me to go away from the modem, a router, okay, it is showing me 830, 700, is decreasing, 740, 750, 790, 800, okay, going to give me average, so one is 830, I'll try to, yeah, 830, yeah, sure, sure, 960, yeah, this is from the main router, yeah, we're gonna see the 930.
23:00
Speaker 2
FAS dot com. FAS dot com. uh... I will suggest we will do it, we will do it right next for now sir. hmm. hmm. 830. Okay, do it again. Yes sir, do it again sir please. 960. Okay, 960 Mbps. This is actually a very good speed here. 930.
23:00
Speaker 1
yeah the http uh is that the one one nine to okay can you tell me http dot underline what should I type one nine two dot one six eight yeah mhm okay okay oh okay yeah [silence]
24:00
Speaker 2
OK. Um. Can you go back to the Linksys page, sir? The page where you can see your network devices, your status. uh, the 192.168.1.1. Yes, sir. The Linksys page, sir. The Linksys user interface. Uh, no, no need for HTTP, sir. Uh, just open a browser, type those numbers on the address bar. 192? Yes, sir. 192.168.1.1. And enter.
24:00
Speaker 1
It's scrolling. I don't know. It's taking long times to open. 192.168.1.1 Uh, you know, the last time when I call the link is uh uh uh uh one of your client give me uh the HTTP. My router.info. You want me to type that one? Okay. Give me second, yeah. [silence] 192.168.1.1.
25:00
Speaker 2
and how did you access earlier, um, the interface, the ui of your parent's uh, my router.info, um, that was my router.info, um, yes, yes.
25:00
Speaker 1
Let me enter the router password. So, yeah, I open to the, I open the dashboard. Yeah. Two notes. Yeah. Yeah, sure. So, so, So,
26:00
Speaker 2
Okay. So, uh, can you. Go. To. Uh, the devices, sir. Or. The. Nodes. And. Then. Let's. Check. Sure. What. Is. The. uh, leak. Yes. Two. Nodes. Okay. Tap. On. The. Two. Nodes. and. Then. Check. What. Is. The. Signal. Strength. sir. Of. Your. Child. node. [silence]
26:00
Speaker 1
How do I know the child node because I have two nodes here, okay, okay. the squarish node have the signal strength full, the green one. okay. Yeah, sure. you want me to tap on that one? It says granted to community 1220 SSID CFH 5 gigahertz good 71 dBM. Is that okay? It says signal strength excellent 50 dBm
27:00
Speaker 2
Okay, can you capture and then check what is the signal strength? Yes. The second node. I'm sorry, what was the information, Sir?
27:00
Speaker 1
yeah, the the child or one, You want me to turn off the Wi-Fi yeah? I, I have turned off the Wi-Fi Yeah. Mhm. So let me let me go to close to my child no yeah? How do you want me to connect the child now? through the internet, internet cable or, uh, through the what?
28:00
Speaker 2
50 DBM. okay, uh, how about. we move down closer to your child now and then make sure that uh, once you get close to the the child now, sir, turn off the Wi-Fi of your device like your phone or your computer. Let's do it. Yes, turn off the Wi-Fi on your computer. sir. Let's see your computer. And um, once you're on the yes, sir, once you're close to the child now, sir, turn on the Wi-Fi so that your computer will be able to connect to your child now.
28:00
Speaker 1
okay give me a second [silence] so yeah hello yeah so I have moved uh too much uh child node. That is the square shape one. So you want me to connect through uh Wi-Fi or through the cable? Okay, the same password, yeah? Okay, yeah, give me a second.
29:00
Speaker 2
Just wife, Sir. Yes, Langham Sir. Mm-hmm. Mm-hmm. Wife server. Yes, Sir. Same password.
29:00
Speaker 1
connector, let me connect to this link this page. Yeah, I have a contact to it. Sorry, device desk? Devices means what on the notes one. Or two devices, it says two devices here. Yeah.
30:00
Speaker 2
Okay. And, Mr. Before we proceed on the speed test, can you please go to the interface and then go to devices? Devices, sir. Yes, yes, sir. Go to devices, choose your computer. Okay, check sir, where is your computer connected? Is it [silence]
30:00
Speaker 1
how do I know it? So I have two devices here. One is the Android my phone and one is a computer yeah. yeah you want me to open the computer one? You OK? I open the computer yeah. connected to to community 1,320 that means it's connected to either child or parentoks yeah I OK sir, yeah. 1,320 yeah, 1
31:00
Speaker 2
It's on the parent or the child. Yes. Choose your computer. Sure. Mhm. Yes. Yes. It will show you connected to SSID1200. Let me confirm that Sir, okay? Let me check Sir. What's the name Sir?1200. 1200. Okay, can you confirm Sir if that 's the child node serial number at the end?
31:00
Speaker 1
okay. Give me a second. uh, yeah, that's a serial number. That's a one. three double zero. yeah, I think the one zero three nine three, that one has no devices connected to it. That's a parent node one. That has no devices connected to it. Okay, let's see. uh, you're gonna run the speed test now, yeah? yeah, it is showing 500, 560, 570. Yeah. Yeah. Yeah. Yeah. 620 stable. I will run for second time. [silence] you're hearing a noise from outside or a fan there.
32:00
Speaker 2
yes okay that's good yes so let's yeah let's do a speed test yes site stop yes that's the parents are yes because you're right now sir you are right next yes for because you're right now so you are next to the child now so that's okay unstable yet or not yet
32:00
Speaker 1
[silence] 620. Yeah. 680. Okay. Yeah. Yeah.
33:00
Speaker 2
Okay, 620. Mm-hmm. 620 again. Magi, Magi, and the last time. Mhm. Okay. So this is actually a very good speech here for your Wi-Fi. Usually, yes, sir, usually serve for older devices, you will only get around 300 from the parent node, but when we connect your computers via Wi-Fi to your parent node, it's getting 903 Mbps, which is very high. And on the child node... Yeah, on the child node, this
33:00
Speaker 1
But you know, yeah, you know, like the community, the parental node has no devices attached to it. So if my, if I moved my laptop closer to that room, the other room, it will connect automatically to that that one. Let, let me double check here, if you don't mind. Do I need to disconnect the Wi-Fi? Okay. I have moved closer to my parental Wi-Fi. Let me refresh it. So, yeah, I am very closer to my, the parental one, that's the droplet one. But still, there is no devices attached to it. It still have, the devices attached to it to the D-Link.
34:00
Speaker 2
This is actually a very good speed. 680 is a very good speed. [silence] Yes, yes, sir. Exactly, sir. [silence] Yes, yes. If it won't automatically connect, sir, then yes, you can do that. [silence]
34:00
Speaker 1
the the one the older one only there is no devices attached to the the latest one i think you can sorry yeah i'm closer to the wi-fi the parental one the new router one okay sure give me a second yeah hello yeah so i have turned off and turned on the wi-fi
35:00
Speaker 2
Mm-hmm. I see can you toggle sir the Wi-Fi huh? Uh how about you yes so how about you turn off and turn on the Wi-Fi? Yes hello sir
35:00
Speaker 1
It still have two devices on my old one only. It is not showing any devices on my the new one. The droplet one, the latest router what they sent the community fiber. There is no devices connected to it. There is only one devices connected to the old one only. Yeah. The Google page here. Oh. Yeah, I'm on the link this page on on the main page home page. Yeah.
36:00
Speaker 2
Okay, um, I'll just need to check on that, sir. Okay, I see. Sir, can you go back to the home page, sir, the main screen? Yeah, uh, no, sorry, the links, this page, sir. Okay. On the main screen, sir, you will see the device or the parent node and below that, you will see the firmware.
36:00
Speaker 1
Okay, where, should I, you want me to go to the menu? Oh, okay. Home. Uh, B, below, on the, bottom, or, completely, the bottom. Yeah? My network, firmware is up to date, it's, it's green. Oh, yeah. Uh, Version, how to check that one. You want me to click it?
37:00
Speaker 2
Home. Under internet online. Yes. Uh, not bottom, sir. On the home screen, you have their, uh, your ports and the, uh, internet online, the name of your node, the connection. Yes. What is the version there it's written, sir, just beside the up to date, the green, on the top. Uh, no, sir. I think you're checking on my network, sir, just on the, uh, above that, sir. You will see internet
37:00
Speaker 1
okay 1.0.18.260 50112 okay advanced settings here incredible Wi-Fi yeah advanced yeah multi-link operation yeah [silence]
38:00
Speaker 2
Okay. Okay. Okay. Let's try this one sir. Go to menu. Okay. And uh go to advanced settings. And go to uh go to uh I'm sorry, sir. Uh instead here go to the menu and then incredible Wi-Fi. Yes. And then go to advanced. Okay. And then you will see clients steering, no steering, dynamic frequency selection and MLO, right? Yes. Uh can you check on clients steering, sir?
38:00
Speaker 1
You want me to go to Client Steering? Yeah, it's currently on the node steering and current client steering both are on, Whereas the dynamic frequency selection is off and the multi-link operation is also off. Okay. What you want me to turn off all the devices? Meaning what? The routers, both routers. Oh, okay. Okay. Okay, let me do that, give me a
39:00
Speaker 2
Yes. Is it currently on or off? It's on. [silence] Okay, should be that way. Mhm. Okay. Yes, just leave it as it is, sir. [silence] Did you try to reboot your network, sir? Like turn off all of your devices and then turn it back on by sequence? Yeah, including your modems, sir? Including your modems. So, you have to turn off all of your network devices, and then once you turn it on, wait for the parent -sorry, wait for the modem to go online before you turn on your parents' nodes. [silence] Okay. Okay. Start with the modem, sir, okay. Yes, yes, sir. Uh, you have to turn off all of your no, um, all of your devices including your modem. Once you turn it back on, start turning on the modem, then the parent node, then the child node. Okay, sir. Thank you, sir.
39:00
Speaker 1
like yeah because I was so shocked like after uh doing all this thing and sitting in front of the child more and the speed what I'm getting is like 80 100 120 150 like that only just sitting in front Yeah Yeah that's why I keep calling So you want me to turn on the the parent node now okay give me a second And light is the power one the green light and like a star one that is a green light as well star symbol
41:00
Speaker 2
Yes, sir. Because you're likely connected to the parent node. Your computer is connected or your phone is connected to the to the parent node. So it's a bit far. What's the status on your modem, sir? What's the light? Mhm.
41:00
Speaker 1
Yeah, sure. OK. Yeah, sure. OK, sure. [ahem] Sorry. Thank you.
42:00
Speaker 2
Okay. Okay. Yeah, I think you can turn on now sir, your parent mode, sorry, your parent node. Start with the parent node. So, right after you turn on the parent node, sir, wait for the white light at the top of your parent before you turn on your child node.
42:00
Speaker 1
yeah it is now solid white light okay you want me okay I will turn on the child note now
43:00
Speaker 2
Okay, yes. Go ahead with the child now, sir. Then we will check.
43:00
Speaker 1
yeah it is now blinking blue on the child note i think it's going to take some time to stay solid blue
44:00
Speaker 2
Okay. Uh, yes sir, yes sir indeed.
44:00
Speaker 1
Yes, yeah, sure. Uh, uh, yeah, let me log into my links. Yeah. Okay, sure. speaker Yeah, I have, uh, connected to it. Now it has two devices connected to my NFL one. Yeah. Yeah. Oh, yeah. So when I move my laptop close to it, you want me to refresh the page or, okay, let me refresh it.
45:00
Speaker 2
Okay. mm, okay. So it was able to connect to the parent. Can you bring your house, sir, next to the child node and then let's check, sir, if it will connect to the child node? We confirm, sir, that right now, there is a device connected to your parent node. Um, yeah, we can, you can refresh the page, sir, or you can also toggle the Wi-Fi on and off. [silence]
46:00
Speaker 1
[4sec silence] No, it's still connected to [14sec silence] um [1sec silence] yeah sure. [2sec silence] WhatsApp [2sec silence] like [2sec silence] every time I should [2sec silence] turn [1sec silence] on [1sec silence] and up [1sec silence] or it should automatically [1sec silence] connect [1sec silence] isn't it? [2sec silence] what? [1sec silence] yeah, sure. [2sec silence] because [2sec silence] Yeah. [2sec silence] [8sec silence] Yeah.
47:00
Speaker 2
how about when you turn off and on the Wi-Fi of your laptop sir just for a few seconds it should automatically connect sir I just need to go and check for that okay um okay so let me just um confirm sir if you are able to connect to the child node and then I will um place you on hold for a couple of seconds okay
47:00
Speaker 1
Yeah, yeah, now I'm closer to the child node. Now it is connected to the child node. Now, yes, it should automatically connect. That's the issue what I was thinking. That's my internet was very weak. Yeah, yeah, sure, sure. That's fine. Thank you, sir. Thank you. __
48:00
Speaker 2
Okay, I see. Sir, I'll just need to uh, place you on hold, sir. I'll just need to uh, seek for further information on how we can reconnect directly your devices to the closer device, closer notes. Okay? Yes. It should, yes, sir. Yes, yes, sir. Stay on the line, sir. Mhm. Yes. Stay on the line. I'll be right back, okay? Thank you, sir. hello sir. mr. Tambu. hi sir, thank you so much for patiently waiting sir. so I was able to uh, which yes sir, connected to which notes sir?
48:00
Speaker 1
Oh, just missed. Sorry? Which node? Give me a second Which node it is, let me check here. Uh, it is connected to the the older one, not the newer one. Yeah, the child node one, but it's not far this is adjacent rooms only. Hello? Yeah, it's not for this. you know, the parent router, I keep it in the first room and the child router is hardly uh like um, like 10 feet, not much distance as well.
56:00
Speaker 2
The farthest now. Uh, uh, connected to which now. Is it connected to the closet now? I see. So it's the farthest. Hello, sir.
56:00
Speaker 1
No. My device now, see, I'm running the speed test now, yeah? In front of you, yeah? I'm standing in front of the child node, yeah? So it is showing me only 240 megabits per second where I'm supposed to expect 240, yeah? I'm closer to the child node now. I am closer to the child node. My device is connected to the child node. Yeah. Let me go closer to the parent node, yeah? And check the speed around there. [silence]
57:00
Speaker 2
Okay, so your device is not connected to the closest node. Uh-huh. Do you want it to? I'm sorry, so let me just confirm, you are close to the parent or the child node? Okay, but is your computer, sorry, is your device connected to the child where you're closer or the parent? Still on the child.
57:00
Speaker 1
The parent node, I'm not getting, I'm getting only 130. So the internet speed what I'm getting is from the child node only. It's 160MB, the same. So I'm standing next to parent node.
58:00
Speaker 2
Okay. Okay, so that confirms there that your knot. Mohammed, sorry that your device isn't not connected to the parent node where you are closer. I see. For the concern, sir, that your device is not capable of connecting to uh directly to the closer nodes. It actually depends around the wireless clients or your device. Mohammed, we don't have any control with your wireless uh with your uh with your wireless device. Khu. Probes on edge session or your client devices where it wants to connect. So, basically, the server your node is actually providing internet speed as long as you are connected, you are connected to it or close to it. Now, sure, can you check on the device? a particular sir or can you check on the devices? What is the single rank that your computer gets when connected to one, to the other node or to the node? Uh-huh. yes. Now, check where, uh, where is the device or the laptop or the uh, phone connected and check the signal strength.
58:00
Speaker 1
[silence] Yeah, give me a second. Where do you want me to go? Go to devices, yeah. Yeah. Signal strength, it says excellent, minus 40 dbm. It is connected to the child node. Yeah. Let me run the speed test. Yeah.
61:00
Speaker 2
yes yes sir yes uh go to devices under devices sir uh go to your laptop or your phone where you want to track and then we'll there's the signal strength here on your uh okay where is it connected sir is this your laptop hmm
61:00
Speaker 1
So the speech is, when I sit next to my child no it's 430. yeah. and when I move closer to, now I'm moving closer to the parental node. now, yeah. yeah. so when I move closer to the parental node, it is showing me only 190 mbps.
62:00
Speaker 2
okay. because you were far from the child nurture, uh,
62:00
Speaker 1
now. Yeah. Yeah, but see, now, when I move, when I'm near the child node, it is giving me 600 speed. Now I have moved my laptop right in front of my parent node. It should give me a good speed. But why it is not giving me a speed at all? Yeah, but, yeah, yeah. Yeah.
63:00
Speaker 2
Yes. Yes, sir. But then, sir, your device or your client device or your wireless device is not connected to that closest node. So it is still connected to the furthest. And the speed that it's getting, sir, is still from the furthest. So when you move sir, [silence] yes, the reason, sir, why you are not getting the expected speed, sir, is because your device is still connected to the furthest node, which is the child node. Even though you move already. We don't have any control on that, sir, because, uh, yeah, we don't have any control with your client devices, sir. It's actually up to the
63:00
Speaker 1
Mmm Uh, so what's the point to add the booster then? So, it's still taking the speed from the, the same, only one device at the same time. Sure. Okay, okay. So, it's only which device my connected is, that is's gonna be stay with that device, yeah?
64:00
Speaker 2
actually yes sir but that it is a good thing because if ever your devices that only stays on that same room it is only connected to that same node for the device for those devices that you usually used when you want to roam around your house
64:00
Speaker 1
Oh, okay. I need to turn on and off the Wi-Fi to get a good speed. Yeah. Okay, okay, okay, that's fine. Yeah. Okay, that's fine. Okay, okay, that's fine. Can you give me a hold on a second? Let me check the parental consult speed if you want.
65:00
Speaker 2
just make sure sir that you toggle the Wi-Fi on and off so that it will connect to whichever's closer. Yes, yes sir. But for your laptop, sir, I believe you don't walk around with your laptop, right? It should it stays on one place. Or one or yeah, so it should stay connected to the closest node. Okay. But then sir, it's a good thing you're actually getting a very good speed. 600 for the child node is actually a very good speed. Usually, sir, it's only 200 to 300 Wi-Fi. Okay. Okay, yes. Yes, yes, sir.
65:00
Speaker 1
okay okay that's fine hopefully if I switch it on and hope that's gonna work yeah okay that's fine. three. yes yes you too take care yeah thank you for your patience. yeah Nazi patients
66:00
Speaker 2
Certainly yes, and it should work. Okay. Thank you so much for your time, sir. Do you have any other concerns questions? You're welcome, sir. Okay, feel free to call us back for any other concern, okay?
66:00