V2 Rubric Detail — 0b7db0a6-7b25-11f1-9…

good morning hello hello yes so who am I speaking with Carla yes it's good to meet you let me give you this is my second call and let me give you my case number where did I put it

Oh, if I. I can't find it, man. I wrote it. There. You still there? Carla? Hello? Oh, you're still there. Okay, hold on. I think I put it in the other thing. If I give you my phone number, it should already be there, I thought. [silence]

[KEEP_UNCERTAIN] 304 292 0072. okay. Stanley Cohen C-O-H-E-N. Oh. I'm sorry. What did you find? Okay. Oh, I think I found it. Yeah, I found the case number. Do you need it or not? All right, go ahead. It's been a crazy afternoon. Now it's going into the evening and I'm going to... I can tell you what I'd like to do once you've read over the case...

I've got, okay. Here's what happened. First of all, I have, a parent mesh router which is old. I've had it three, four years something like that. And then I have one child, okay? And so we went the set, then I bought a new mesh router.

getting uh red light so what is happening now i mean there's something i i don't understand cuz this router has been working, it's just that I I want to put in a newer one. So this this router has been working fine and I've been getting internet fine. And if I look on the back of my router, the internet light is blinking. So it's getting internet. The light is blinking. So how do you want to proceed Carla? Right right. Right, but I think I do have an internet connection. No, no. you're using the wrong you're using yeah no.

I can get internet on my television which is sitting next to the tray to the router. Okay. Hold on. The model number is MR9610C-ZV2C. That's Merry Roger 9610 Victor 2. It's, it's, well, I've got it turned on and it's Red.

Yes now. No, no, I thought it was MX 2001. The old one is MX 2000. The the when I when I say the old one, the child one, which I'm keeping is 2000. The new child, which I don't know if we have time to add it to to work with. I mean, I don't want to I don't want to change the child. I mean, I don't know what we have to do to get me back to running. So, I don't I I have a I have a new modem a new router.

Router that I was going to put on today as the new parent and leave the child watch the router that I already have the mesh. So I how many what? how many what? Oh All right. When you say nodes, you're talking how many links this devices to I have a parent? Well one of them is the old. Well okay. Wait a second. Now, I have. All right.

Let me say it this way. I don't know how else to explain. I bought about a month about two months ago a new parent router. A MX2001. Okay? And that's the one I was going to use to replace my existing parent router. Right now, the last the last support person did not think that that the new router was working properly. Okay? So we went to to put back in my old router. And you reset my old router. So it's like factory, whatever. But when you turn it on, it's showing a solid red light. Say it. No, no, no, no. Up until today, I had the parent router that you gave, I gave you that serial number a moment ago. And I had the child mesh router. So I just have those two devices. Now, I own uh

a third device, the MX 2001 but that isn't connected anywhere. That's that's what we that's what we were trying to set up today and couldn't. Now we're trying to go back to the previous setup I have with the parent router and the child router being the same. Am I making sense now? months ago and I didn't I didn't have a chance to set it up until today.

Right. And uh is this big immobilized? [silence] Correct. Correct. Any? Well, yes, but I'm only going to use. No, no. I'm going to replace the MR node with the MX 2001. [silence]

None. So I'm only gonna have two nodes. Just two nodes. Am I making sense? Don't forget. You want the old one. I want the old one working again until I figure out what to do with the new one. I want the old one working and will and the other. I don't know what happened with the child, but I want the child to be working too. And I want to go back to my old system until we figure out what the, you know, until I see if I can get my new purchase replaced. [silence] Create output for the right channel

Yes, that is correct. Okay. I'll turn it on. It's off. Turn off the modem too, okay. Thank you. You as well, thank you.

Okay? Carla? Okay, yeah, but both are, both are off. Yeah, you tell me, thank you. Thank you. Sam, what's that on the floor? It's the black thing. I think that was the- On the floor. What's on the floor? The black. See, I don't see it. Is that the- the one with the green light? What is that? Oh, that's different. That's for the telephone. That's your telephone modem. So you have to have a different modem called a telephone.

Yeah, that takes, it takes a few minutes. Then I'll turn on the, um, yeah. Yeah, I've done this many times. Just one light. How did she ask you? It's just one light. Great. Yeah, I know it goes to four lights on my, I think your phone is over here. She can't hear you. It goes to,

To for lights. It goes to four lights, takes about a minute or two. It's now blinking the last light. and it's blinking the last light. Yeah. Yeah, it's it's still booting. Yeah. Okay. I've got my four lights. So, now to the router. I'm gonna... I'll turn it on. Then the lights are different now on the modem. No, there's one blue one. Yeah, there's always one blue. [silence]

Hey. I can't remember what it does. It signals something. Something different on that channel. Okay. It's blinking, blue. Now, now, you know, still blinking, blue. Now we had to reset the MR. She made me push the reset button. Okay. Now I'm getting a flashing red light. And I don't know what's happening there. It's back to a flashing blue and I hope it becomes, I hope it becomes a solid blue. Nope. Now it's a solid red. Wait a second. Uh, it flashed. What's now it's a solid red, which the last person said, oh well, here it goes again. All right. Now I think it's solid blue. It's hard to see it, hold on. Judy, can you come over? Is it a solid blue? You can't see. No. Yeah. Oh, it's not the same. Uh, sorry. I got to, I can't get it. So and so is just dead. Is it a solid blue? yes. it is now a solid blue. so it has internet.com but since it's reset, we're going to have to redo the configuration, right? I know it's hard to see. it's still blue. yeah. but it's not flashing. it's still blue. I can't hold that. that's a good one. that's what we want. can I turn it sideways so I can see the account? no, no, no. I don't want anything touched.

let me look and i'm gonna go get tonight's five-star carlo the good news is it's still solid blue right okay yeah what are you gonna check all right You check on your phone. You want to check the iPad? Okay. [silence]

The download is very slow. It usually is several hundred. Are we sure? Oh, it's connecting to the t to my T-Mobile to the, hold on. Stop. Let me do the app. Okay. I've got to get off. Sorry about that. All right, hold on. Hold on. I've got to, hold on. Oh, um. Uh, you're holding the light. Just try and get on the main computer. No, no, no, hold on. Hold on. Hold on. Ms. Carla, hold on. Hold on one second. I have to get off 5G. Let me try and get on the main computer. Wouldn't that be easier? All right. The only thing is giving me.

It gives me a link, Sys setup, DC4. And, like my Xfinity, Wi-Fi, which is next door, not here. So, so I know I'm connected, Oh no, it just said, no internet connection for Xfinity, xfinity, 5. Okay. The main computer is not up. I know. You need, what do you need again? The serial number is, 3, 2, 1, M, 2, 0, M, 1, 1, 8, 0, 7, 9, 0, 4. The last four digits are 21 M. 2 0. M. 1, 1, 8, 0, 7, 9, 0, 4

Trent Charlie for of the Mac address right? 2-2n Charlie 4. Okay. Correct. 32 lamb and 20

Mary, One, one, eight, zero, seven, nine, zero, four. I'm gonna guess three, four, five years. we bought it when it first came out. and it's been working fine, except it's been dropping the network, and I have to restart it to get back on, so I decided to get a new Linksys router. that's why I have the MX two thousand and one. [silence]

it's a wireless computer. it's a wireless computer. Windows 11. we got on our oh yeah we got on earlier through the one I'm at my computer. Yeah. Yeah. Yeah the links Linksysetup EC4 link click on that. and I need the password. [Silence]

The router you are, I'm going to have to look at the password again. Okay? Uh I think it's as long. Okay. So I it needs the password from the router. Okay. From the MR. Think I have it written down. Okay. Oh no, the password.

I'll, I'll write down both of those harder to see some of the the the the the print is so small I

Let's help you with. Nothing. Okay. I'm back at the computer now. The enter the password. ... ... ... ... ... It's connected. It is connected now. Carla. Carla? Hello. Excuse me. Yeah. Okay, it says connected secure. And yeah, I just got a message. Um tell it like is um ... Yeah. Okay, I have a browser. And what do you want me to put into it?

Yeah, no problem. Yeah. got it. OK Right, it's erased. What do you want me to put in? wait a second. 192.168.1.1. [silence] Yeah.

Log in. Administrator, log in. admin@admin.com. com just log in uh yeah I'm gonna Log in. No, it's it's doing something weird. It's not why you sure I don't think it's logged in right. It went to router network something. That doesn't sound like it. All right, so I'm going to add there. Let me let me now at Dave admin at.com it's

login admin. { ] [silence] [silence] [ silence ] It's it's not it's not coming it's not coming up to the router to the um Links this Aren't I supposed to be seeing the pages and everything the the the dashboard. it's it's a Hold on. Let me do something else. Then you open up the edge [silence] All right. Can you give me that address again. 192 192 dot 168.1192.1.8.192.168.1.8.1.

okay. okay now we're right all right now it's got your page download the Linux app for setup and all that stuff. all that stuff. yeah there's a little button let's get you up to running so it wants me to download download the app oh I know one of any of the pictures yeah they don't tell you to do that. all right now I'm back to access develop router password.

No, but hold on a second. I'm not, what I'm on now is the login with your router password. That's what I'm on right right now. That's the screen. Yes. But I have a router password, don't I? I look it up. it some the one on the bottom says it's a password. But you're saying dont' do that. Mmhmm, how do you spell admin? Okay. Update admin, I don't want that. Okay. Okay, now I've got to

smart Wi-Fi device list guest access router settings yeah how do I get out of current license agreement privacy statement third party system work on Google transだけ and c again how would you know that all right now I'm back to the smart Wi-Fi settings all right and how do I go from here Wi-Fi settings okay I got it [silence]

Okay, and showing me the Wi-Fi settings, and it's giving me I want to change the name and the passwords. Let me get my password. Where are they? Okay. Just a second. Yeah, I'm putting in, I'm putting the, now, the security mode is WPA2 personal. Should, should it stay in that mode? Okay, that's the two point four gigahertz band. And then the five gigahertz band. Uh, I'll just do it as, I'll just do, can I, this, your five. Uh, Okay, and the password, this is city. [sound of piano keys] Do you want me to... to go to the internet settings? I'm just gonna put

All right. Let me make sure. Fisher, link seven four Seven eight. Yeah. Fisher five is link seven Four seven eight H. all right. Okay. That looks good. Now, what about the other entries? [silence] apply. Okay. [silence] Okay. You're updating Wi-Fi settings and hit yes. Correct? Yes. Your router is applying changes.

is waiting waiting does it automatically decide well now I've got two separate router not found hold on how do I get back well I went oh I'm sorry I hit back and it went all the way it went out of the app totally

So we just. No, hold on. I'm I'm on, I'm on. I just, I just connected to Fisher. And there's Fisher five so it has both working. So now, but I'm not connected to the router. So how do we get back to the router, the dashboard? [silence]

Chrome Claim your item I'll be back. I [silence] I don't have to do anything more on the dashboard. Okay. [silence] My child, and I have a solid blue one. No, no, no. It's just a solid blue. This is the old MX GD House. Yeah, it's not it's not the

we're we're we're cooking no i'm not getting much download that's weird let me let me oh right uh let's see Wi-Fi-5-1 [silence] let me go to the other room [silence]

No, I am only kidding. My download is only 27 nips. Now, that's on my phone. but my phone is connected to fish is connected to the high five. Make sure what now? The which thing is off. I can't hear it. I can't hear it. Oh, hold on. Oh, it says my network. Uh, okay. Hold on.

I've got if I go to settings Wi-Fi is on and it's and Spicher, which is the 2.4 network. So how else do I then I have an app called Speed Test and that's the one I've been using and it says finding provider. Oh no no no iPhone 17 Pro Max. So it's not going to that Wi-Fi. What is it going to? Okay, hold on.

I go to settings that has a check mark Fisher. Privacy warning and then it has I info, whatever that means. But it says that's what my Wi-Fi is connected to, to Fisher. But it doesn't seem to be testing Fisher when I put on my speed check. That makes no sense. Hold, let me try it on the computer.

Well. Okay, here we go. It's. It's okay. In this room, it's getting about 90 nips. But what about my phone? When I'm in the other room. And we definitely are connected, right? My phone should show me if I'm not connected. It says Wi-Fi Fisher on my phone. Let me Okay, I'll connect to the five. Okay. Okay. I'm connected to the five. The four isn't switched between the two, I thought. I'm not sure what it did. What I'm going to do No it still wants to connect

When I do the speed test, it wants to go to the iPhone. 17 again, wants to use it, it on my phone and doesn't go to. Going to Comcast Pittsburgh. Okay, now we're fine. We're fine. When I'm in the main room where the router is, I'm getting 6 almost 700 Mbs. So we're fine. But I wonder can we test the child to see if it's working okay? Okay. Hold on. Let me get back to my computer. Okay, go ahead, Carla.

hold on 1921 oops I gotta open the browser okay search bar 192 okay okay now clicking on the picture now it wants me to sign in and it's A A T M I in sign in. All right, device list. Oh, yeah, here it is.

it's got, it's got my, okay. iPhone desktop. Linksys online. What is the child? What should it show for the child? How many Linksys names? There's only one Linksys name. only one Linksys and I assume that's uh that that's the parent. the one it's telling me says zero seven nine zero four. zero four.

It's right. It's got a nine two, a nine three. Online, I don't know where these other things are. So you don't think the child is set up Doesn't I thought the child gets everything from the router, from the main router, from the from the parent. Okay, I'm having Carla. I'm having trouble hearing you. All right, go ahead, say it again.

Was it what? Did I do what? The Wi-Fi name for yeah I'm using no no no no I'm not because I'm using a separate 2.4 from a separate 5.0 and before I just had one name one main name and that was it. Uh well can we go back and change that back to how we had it before with

Alright, now we go back. Wait a second. Do I go back to connectivity settings? Oh, all the way down there. Yeah, okay. CA, I clicked on it. Okay, we're back now, and I can see the two settings for Wi-Fi, and I want to head- so now what do we do? Go to- go to Wi-Fi settings? Quick, what? Oh, yeah. I did. I did, I did, I- [silence] Guess what? What? [silence] I'm scared something's gonna go boomies wrong. Why am I doing it? Why am I doing it yet again? I'm freaking out. [silence] Guess what, what? [silence] Saves last week. [silence] [coughs] [silence] Seems okay. Okay. It's got, like, been a million degrees in there earlier. It's cooling down now. Okay. Let me check the settings. [silence] Oh, and it's connecting. [silence] Take it off the USB A port. [silence] Okay. [silence] Sometimes turning on the AC tends to drain the battery on the computer fast. [silence] So- besides that, we're actually good to go. And I think we are good. [needle scratch sound] [silence]

[silence] and then I'm just going to [silence] brrbrrbrrbrrbrrbrr, back to Wi-Fi settings. [silence] Okay, so [silence] now, I'm just going to put the same name on both bands, and will it automatically decide which band to use depending on the device? [silence] Okay, now I'm going to go back to Wi-Fi settings. [silence] Okay, so [silence] now, [silence] I'm [silence] I'm just going to put this set of back. [silence] The two I had was Fisher and Fisher guest. [silence] So, can we change it back now to how it was? [silence] Just go back to Wi-Fi settings. [silence] Okay, so [silence] now, but [silence] now [silence] so, I just put the same name for both bands. [silence] And will it automatically decide which band to use? [silence] Depending on a device. [silence]

A couple of my devices don't have 5 gigahertz. They only have the 2.4. So, it'll just use the 2.4 with them. Do I click on? Yeah. And then I do the apply. I'm sorry, did I I think I missed something you said. Carla, would you say that again, please? Yes. And I've done that. I did that. Yeah, I'm gonna do that right now. [silence]

uh, and, and WPA2 personal is what I should do. security trumpet. Yes, leave it there. Okay, now I'm going to hit yes to updating. Okay? And I hit apply. So now it wants me to hit yes to update. Should I do that? Yeah, I'm ready to hit yes to update Wi-Fi settings. All right. And it's being changed. Waiting, waiting. Marriage Counselor and Negotiator

bouncing ball router not found let me do this happened before I have to do what now how do I see it oh here we go okay I'm back I'm back I'm back to Wi-Fi settings it's now I think it's okay should I hit okay now or okay

Fisher Fisher da da da da. Everything looks good. And now what? OK. And see, I don't see the child there. Unless it's Oh, I see it. Yeah. I refresh, but it doesn't change. Should I restart? Should I restart the child? What? Now, what I was thinking, this

previous rep support person had me move the child next to the parent. Do we need to do that? All right. So, all I need to do is turn off the child for 30 seconds. Hold on.

I'm going to turn it back on Carla. Okay, it's blinking red. Still blinking red. [ silence] Okay. how long does it blink red for. okay. Okay. and it's it's and it's talking to the parent. It's trying okay. Does moving it closer help or not? Okay. fine, okay all right so when should we start asking questions?

Do we have to reset the child phone? Yeah, still blinking that. It appears so. Excuse me, say that again, Carl. Correct. It's still blinking nine. Cheers. So should we move it?

Yeah. Yeah, okay. I'm moving it. And how close do you want it?

It's about three feet away. Okay, now it's solid blue. When I plug it in here, it's solid blue. Oh, now it's, it's now blinking blue. Is that a good sign? Carla? It's, it's blinking blue. Excuse me? Yeah, I've moved it, it's, it's, yeah, it's about, it's about three feet from the parent. Okay. Okay, still blinking. And you say this takes a while?

Now it's blinking red. Okay. This is really weird. The modem is following the parent router is solid blue. It's back to that blinking red. So what happens now?

on the child, I resent the child. Okay. That's that button I Push. okay. yes. Okay. do I leave it do I leave it plugged in? bent leave it plugged in Carla.

Do I turn it leave it on though? And leave it on and then hit the reset button. Leave leave. How many times? Hold it down for hold it down. Are you going to count 20 or should I? You keep. Oh. okay. I'll put it on my watch. okay. I'm holding it down. Okay.

Now, it's solid blue. It's not blinking. Now, it's blinking. Well, it, yeah, it's blinking. Blinking blue. So, it should be getting all of its parameters from the parent after we do what? Of course. Okay, I have to go back to the computer to do that on the dashboard. It'll be on the dashboard.

How long does it blink blue? Usually. Okay. Still blinking. Now. Now it's purple. Okay. It is human. Yeah, I didn't read that. May have to refresh it. Alcohol. Alright, let me refresh it.

I still don't see it. The device list. What is it? [silence] All right, hold on. So All right, hold on a second. I've got to exit out of here. And now, I don't see CA anymore. When I go back, there's no CA at the bottom.

Okay, connectivity. Okay. Firmware up to date Admin password. Evolve setup. Okay. I got it. Now, now what it's saying now is, next to that, it says your master node is now configured. done adding child nodes. So should I click on that to see it? I'm sorry. Say that again. [silence] Okay. [silence] [ silence] over great. [ silence] he's back. [ silence] you have an award. [ silence] what? he's moving. [ silence]

Yeah, I'll click on it. Uh, nothing has come up when I click on it. Do I hit apply? Uh, it's just. Hold on, hold on. it it just raised it out. See, that's all. But it doesn't show anything. Okay. Okay, it's blinking red.

Okay. Okay. What's the difference between blinking blue and blinking red? Okay. And if we can't get rid of this blinking red, are we back to nothing? I mean, back to not being able to set up a child node?

yeah I'm I've only got a few more minutes to work on this. uh um the main the parent broker's working. so that that covers oh now it's solid blue. Oh my lord. Let's do what? a minute or two no it's back to red. Now let's solid red Oh now it's solid red.

Now, now it just turned, it just turned solid blue. Okay, I agree. A minute or two. Okay, I have a question. I put on two minutes on my phone. two minutes. Now, yeah, my question is to move it back where it was. See, I have it two rooms over to cover some rooms over there. So, when I unplugged the child mode, I can just.

Take it back and replug it. It shouldn't it should be fine right. It should have all the settings. It should just be good. be good. Still blue. Still blue. I'm getting optic. Oh, let's see what it says there. Okay, should I click done adding child nodes? Click it and now apply. It doesn't do anything but I guess I can

Okay in solid blue, and I've moved it. I want to try one more thing before we say good night. Uh, Okay, I'm just checking the speed. Yeah. It is getting a signal. It's getting a speed check.[silence] Okay. I'm just checking speed. Yeah. It is getting a signal. It's getting a speed check. the whole stupid thing see I'm about in my other room where the router is the parent router I'm getting about 700 mips where the child is I'm getting about 450 so everything is working thank you thank you thank you so now so now here's my question I'm not doing it today maybe in the next few days should we try to see if the new parent Router is actually okay and I don't have to send it back at least [silence] I will and you've been so helpful, Carla. I really appreciate it. Hold on. Wait a second. We only want her to talk you through if you're going to try it. Can I only? Oh, well, she may be out. Are you working at the same time tomorrow? you will No, we have company. Oh, we have company. What are your hours tomorrow Eastern time I'm a US at night. What about your hours? If I need to get you to. If I need to get you can I get you somehow since you've already been helping with.