V2 Rubric Detail — 0c13ae94-6bf3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 15:25
Duration
108m 53s
Contact
Walter Line
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+44.0)

V2 Grader Summary

The agent fully resolved the customer’s inability to log in by guiding a factory reset, successful password recovery, and Wi-Fi band reconfiguration. All technical steps were accurate and appropriate, including correct use of the 5-press method on MX6200 and accurate 6GHz compatibility guidance. Empathy, clear communication, and ownership were consistently demonstrated.

V1 Case Analysis

Customer unable to access MX6200 web interface; reset admin password using recovery key, performed factory reset, logged in, renamed Wi-Fi bands, explained 6 GHz visibility limitation on iPhone 15.

Troubleshooting Steps
  • Guided to open http://192.168.1.1 in browser.
  • Attempted incorrect default admin passwords ('admin' and Wi-Fi password).
  • Cleared browser cache and switched browsers.
  • Performed factory reset (30-second hold) and 5-press pairing method.
  • Created new admin password and logged into the web UI.
  • Renamed SSIDs for 2.4 GHz, 5 GHz, and 6 GHz bands.
  • Explained 6 GHz compatibility requirements for iPhone 15.
Key Observations
  • Agent provided incorrect default admin password guidance ('admin') for MX6200, which contradicts KB (MX6200 has no default password; recovery key is required).
  • Repeated loops between browser issues, password reset attempts, and hold periods indicate poor efficiency.
  • Factory reset was necessary but not properly contextualized as a last resort per KB Pre-Escalation Checklist.
  • Agent correctly identified and resolved the 6 GHz visibility issue by explaining device compatibility.
  • No warranty status discussion despite performing hardware reset and reconfiguration, which typically requires warranty validation.
Positive Highlights
  • Patiently guided customer through complex password reset and factory reset procedures despite repeated failures.
  • Successfully regained access to the router and allowed the customer to rename Wi-Fi bands.
  • Correctly explained device compatibility for the 6 GHz band, setting accurate expectations at [100:00]-[101:00].
  • Maintained calm and supportive tone throughout a lengthy and challenging call.
Agent Errors / Gaps
  • Provided wrong default admin password ('admin') for MX6200 at [59:00], contradicting KB which states MX6200 has no default password and requires recovery key.
  • Instructed customer to use default Wi-Fi password as router password at [59:00], which is incorrect for MX6200 per KB.
  • Failed to confirm warranty status or collect serial number despite discussing hardware reset and reconfiguration, which is a protocol miss per KB.
  • Gave inconsistent instructions on password creation and recovery key usage, leading to repeated errors and inefficiency.
  • Did not follow KB's Pre-Escalation Checklist (e.g., did not verify auto-update or perform 5-press method before reset).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer regained access to web interface, successfully renamed 2.4G, 5G, and 6G bands, confirmed internet connectivity on iPhone, and expressed appreciation: 'I appreciate your help.'
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through browser cache clear, password reset using recovery key, factory reset (30s hold), 5-press method, LED status checks, and reconfiguration — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 95%
Despite unknown warranty status, agent performed full best-effort troubleshooting including factory reset and re-setup, consistent with OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified login failure as primary symptom, asked about browser, password, recovery key, LED state, and device compatibility — leading to correct root cause diagnosis.
T2 Met Appropriate tools / resources used conf 95%
Used correct tools: physical reset button, LED indicators, recovery key, browser cache clear, and device compatibility check — all appropriate and necessary for the scenario.
T3 Met No misinformation conf 97%
Correctly instructed 30s factory reset for MX6200, used 5-press method appropriately (valid per KB), provided accurate 6GHz compatibility info (iPhone 15 non-Pro lacks support).
Communication
C1 Met Clear & professional language conf 94%
Set clear expectations, placed customer on hold with time estimate (2–5 min), maintained control during troubleshooting, and managed transitions smoothly.
C2 Met Confirmed understanding conf 96%
Used simple language, repeated instructions, confirmed understanding, and adapted to customer’s speech impairment and pace without rushing.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed all troubleshooting, did not transfer, and followed through on resolution without deflection.
O2 Met Proactive follow-through conf 95%
Provided specific next steps: 'reset both nodes,' 'wait for solid blue,' 'press 5 times,' 'rename bands,' 'test on another device' — with realistic timing.
O3 Not Applicable Closure confirmation conf 92%
No prior case history was referenced or available; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted — issue was fully resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Repeatedly apologized ('I'm sorry, sir'), thanked customer for waiting, acknowledged effort, and remained patient despite technical hurdles and speech difficulty.
X2 Met Tone & rapport conf 96%
Matched customer’s slower pace, allowed time for movement, repeated steps clearly, and checked comprehension — maintaining engagement throughout.
X3 Met Overall experience conf 95%
Avoided unnecessary repetition, guided customer efficiently through recovery process, and minimized steps by leveraging known procedures (e.g., recovery key, reset).
Call Transcript159 turns · 168 lines
Speaker 1
Yes, I've got a uh, a MOS system. I
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press 1 now. For out-of-warranty products, paid support may be available, depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available, depending on the issue. Thank you for calling Linksys, this is Al, how can I help you?
00:00
Speaker 1
I don't know if it's still in warranty or not, but I can't log into the system. [silence] the web interface. [silence] I've, it's a four channel mode system and I only show one channel available and I had some internet service. The, I apologize my speech. I had a stroke a few years ago, but, uh, our internet service providers changed and they added new equipment in the house and I can't log into the system now. And I only see.
01:00
Speaker 2
When you say you can't log in to the system, are you trying to access the Linksys app or the web interface of the mesh?
01:00
Speaker 1
one Wi-Fi. and I have four channels on the system. modem and they went digital. So the TV boxes, cable boxes were changed out from COAX to Wi-Fi. and they did connect it to the one that shows on the device as a beta. [silence]
02:00
Speaker 2
Okay, you can see, so they sensor a new equipment, what type of equipment like a new modem so you need sir you need your device to connect to the Wi-Fi of the Linksys.
02:00
Speaker 1
Available Wi-Fi's and the only one I show is one of the four and we link to that. That's not my problem. My problem is the four channels do not show and my 5G channel is one of the ones that does not show. Uh Waltor w-line-L-I-N-E email is Walter w-line gmail.com.
03:00
Speaker 2
Mm-hmm. Um, okay. So, let me check, sir. If this is the device that you have here on file. Um, can you confirm the first name and last name and then the email? Thank you, sir. And for the mesh system, you have the MX 6200, right? Mm-hmm.
03:00
Speaker 1
MX 6200. It's on the bottom of the, the one I have in an office here. Say that again. It's a spark light. It used to be hard ray, and now it's spark light. Uh, say that again. Uh, yeah, I, I have, four, this, uh, mesh system, offered, [silence]
04:00
Speaker 2
okay and who is your internet service provider please who is your internet service provider okay okay let me just double check on that one here so you are looking sir for the 5 gigahertz. You are looking for the 5 gigahertz uh Wi-Fi network
04:00
Speaker 1
... has four separate logins. So I could keep the guests on another Wi-Fi channel and not interfere with my computer channel, which is a 5G system. But I only, when I log, I, I look at the available Wi-Fi's in the neighborhood. I only see the one,[iau...] notifications. Log in, not the four. Uh, yeah, I'm logged in now in the computer on your tech support channel.
05:00
Speaker 2
Okay, I see. Uhm do you have sir, a computer that you can use? Uh what do you have sir on the page right now? What can you see? Can you tell me what do you have on this?
05:00
Speaker 1
I have, uh, links to support information, contact information right now. Support. Okay. Okay, I, I'll log out, I'll, I'll, all of this other stuff. Uh, and, uh, what's the address you want me to? www, or what?
06:00
Speaker 2
Okay. Do you have, sir? Okay, that's actually, so we need to try to log, sir, to the web interface of the Linksys. So, on your computer, open a new tab on the browser that you're using. Go, sir, to 192, that... No, sorry, just 192 directly. 192.1 168.1, that one.
06:00
Speaker 1
Oh. And it says your connection isn't private. They probably always mess things up too. Haha. They make changes all the time. Uh just uh I have a two choices, go back or advanced. Advanced and can continue to connect unsafe. Okay. Alright. Microsoft has messed everything in the world up. Haha. And it says uh access. [silence]
07:00
Speaker 2
that That's fine sir. Do you have an option for advance? Selector advance. Yes continue to connect to 192.
07:00
Speaker 1
V-E-L-O-P and sign in. It looks like a password. It doesn't, it doesn't say password. It wants me to sign in with. I'm sorry, say again. Uh, I have a uh, it says, uh,
08:00
Speaker 2
So it's asking you sir for a router password. But you have. Okay. Do you know sir, your router password? Do you know your router password? It's the password that you set up aside from the Wi-Fi name and Wi-Fi password. You also, when you set up the mesh system, it will ask you to create a router password. Do you still remember the password that you set it up with?
08:00
Speaker 1
I have a, you're not talking about logging into the Wi-Fi itself, are you? It's the network? Yeah. Yeah. [silence] Yeah, yes, I do. Well, it tried to sign in and it sent me back to the sign-in page.
09:00
Speaker 2
No, Sir. The Wi-Fi no, the Wi-Fi is different. It's a separate router password. An okay. Try to use that password Sir and then enter it and then sign in.
09:00
Speaker 1
[silence] It's said there is a link hot link to reset password. All right. [silence] And it's says reset admin password and recovery key, five digit key. [silence] I'll say that again please. [silence]
10:00
Speaker 2
Okay. So, I think it didn't accept the password. Um, do you have, besides sign in, do you have an option for reset password? I think we'll have to go through that one, Sir. Okay. So, yes. It's a five-digit key, Sir. You have to go to your physical parent node or main node. Underneath it, you will see the recovery key. Um, go to your parent node or to the main node.
10:00
Speaker 1
[silence] [silence] Where do I find that? Um, it's [silence] [silence] the main right the the wrist systems mesh system. Mhm. It's good. Okay. Uh, [silence] [silence] small print. Oh, recovery. Uh uh I got it. [silence] [silence]
11:00
Speaker 2
and then at the bottom of the parent node you have there the five digit recovery key at the bottom where is your main router sir or parent node yes the link cis main one okay sir [silence]
11:00
Speaker 1
Let's just create a new admin password and, hint, so is this, okay, can I re enter the one that's already set up and everybody has, I have to completely do a okay, okay.
12:00
Speaker 2
Okay, so proceed on the sending one sir. Um, the router password or admin password. Um, it will ask, um, create any password you prefer, at least 10 characters, one capital letter, a number, a special character. Um, do not put double letters or double numbers in order. Yes, you can. Oh, um, yeah, you can, yes.
12:00
Speaker 1
And it has to be 10, right? Okay, and I'll reset. Unexpected error 2298. We've encountered an unexpected error. If this issue continues, please visit our text support.
13:00
Speaker 2
Yes. Mm-hmm. It has to be at least 10 characters. Yes, proceed, sir. Hang on. Sorry, sir. What was that one? Unexpected error 2298. Okay. I may double check that one, sir, for a while. Alright. Do you have some options to refresh? [silence].
13:00
Speaker 1
I have in just below the option the error number it says details and at the bottom right it says okay. Okay I did that. Ah it sent me back to the uh the last page to enter the new password. No it's the only hot link is reset the account holder will be verified. Ah [ silence ]
15:00
Speaker 2
Yeah, like it's a new password. Or just... Okay. Can you proceed on that, sir? Click Reset.
15:00
Speaker 1
I got the error message again. I can say that again. Uh, I'm using uh uh Microsoft Edge. I can use, I can, I have Chrome loaded. I have, I don't use it. I can do it. Okay, I'll log out of this. So I log out everything and load.
16:00
Speaker 2
okay what browser are you using sir? [silence] uh what browser are you using? [silence] okay do you have another browser that you can use like Chrome or? [silence] oh okay let's let's yeah let's try using a different browser say like Chrome. [silence]
16:00
Speaker 1
And I've avoided Google too. All right. I think it's loaded. 196.1. Again, it's not secure.
17:00
Speaker 2
[silence] okay and then uh...on the address bar sir try the um...try again do 192.168 192.1681.1
17:00
Speaker 1
[silence]
18:00
Speaker 2
and yeah click advance sir yes Recovery keys sir
18:00
Speaker 1
numer again. it sent me back to the login. it has reset password again? okay,
19:00
Speaker 2
and then send you back to the sign in again, sir. Okay. Okay. Try one last attempt, sir, for the reset password and then enter again the recovery key.
19:00
Speaker 1
Create a new password. Thank you. Uh you want me you you want me to use the last one? Okay. [silence]
20:00
Speaker 2
Okay, proceed on that one. Yes, sir. Create the router password.
20:00
Speaker 1
We've encountered an unexpected error 2298. Clear cache.
21:00
Speaker 2
2298 okay I'll put you on hold Sir for like two to three minutes let me just check my um let me just check my options here but before um before I verify something um can you do Sir a clear cache on the browser that we are using
21:00
Speaker 1
Okay. how do okay. Delete browsing data. and okay. his okay. and every is all of them are checked delete data. Delete it says deleted. you saying kit.
22:00
Speaker 2
yes, sir. So on on Chrome, there is the three dots on the upper left upper right hand corner. Can you double check? All right. Um, go, sir, to delete browsing data. Yes, delete browsing data. Yes, that's, yes, see the one, sir. And then open open a new tab.
22:00
Speaker 1
Okay. Yeah, it looks, and uh developed number. You would think I would remember this number. Mm-hmm,
23:00
Speaker 2
and then try again Sarah the one nine two one six eight dot one dot one nice you're actually you're actually doing it okay okay try so to create this um you can use the same router password
23:00
Speaker 1
Unexpected error 2298. Okay. Yes. Okay.
26:00
Speaker 2
Okay um all right I'll put you on hold sir for like two to three minutes or maximum of five then I'll be back okay all right thank you so much okay just in case thank you so much
26:00
Speaker 1
Hello. Uh, it's uh. Aris Say that again.
33:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting on the line. by the way, sir, for this one. You've mentioned earlier that your internet service provider sent a new equipment. Is that the modem? Did they replace your modem? Okay, so they replace your modem. Or they change? They replaced your modem, right? Because Aris is like, um, that's an Arctic surfboard mode.
33:00
Speaker 1
All right, let me, it's on the front. Let me look at the back. There is a, a model number on it. It doesn't have a, a, another name. You want the model number. [silence] [silence] There is a Uh, let me, it's on the front, let me look at the back. See if I can see you. There's a Uh, a model number on it, doesn't have a another name. You want the model number? [silence]
34:00
Speaker 2
Thank them that they sent you. Okay.
34:00
Speaker 1
[silence] okay. uh, let me bring you over. And it's says model T as in tango, G as in golf, three four five two. And it's it it's the same model that was here before. I don't know why they even replaced it.
35:00
Speaker 2
Ah, yes, sir. I'm still here. Sorry. I was talking on mute. Um, yeah, can you aiut the model? Three, four, five, two. Okay. Iris. Oh, okay, all right. So, for this one, sir, um, did they do anything, sir, on the links, right there, on the links, mesh, like, after they replaced the modem?
35:00
Speaker 1
No. No. Yeah. They just replaced it and turned it on and turned the TV's on and I used the computer last night.
36:00
Speaker 2
Did you just unplug the Linksys mesh? But you're using now the new one, right? The new modem? That they sent_connect the mesh. Okay. um right because for this one sir, um what we can do so we can log in, so at least we can rename back the Wi-Fi name. Um because more likely, the error you're actually getting is due to misconfiguration of the of the page. Um we can try to power cycle it and then try it again. However, um if it Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence].
36:00
Speaker 1
Yeah. We can do that. Yeah, I. Okay, I I just looked at my email from uh, the Google email is and I have a an email from you from links is that says you need to reset your links in smart life by account password and there's a hot leak in the email.
37:00
Speaker 2
If we will still be getting the same error, um, I think it would be best if we reset and then reconfigure to remove any possible bugs or glitch that caused the, um, with the misconfiguration. Can we, uh, is it possible for, uh, We can we do the reset right away? Sorry. I see. So I think it would be better if we reset and then set it up again, so at least once we go through with the set up process, it will allow you to create or separate the bands so you have your own
37:00
Speaker 1
Okay. You want me to delete this email from Alexis? I say, okay, you want me to turn my email off first? Say that again. Okay. You were breaking up. Say that again. Yeah, I can hear you now.
38:00
Speaker 2
We can get the 2.4, 5 GHz, guest network, and 6 GHz back? No, no need, sir. Just, um, we will do a full factory reset, sir, of the mesh node. Okay. For the email, sir, you can close the email. Um, you can close the email, sir. And then I want you to go to the, um, how many MX 6200 do you have, sir? How many, sorry, um, can you hear me clearly now? Ah, okay.
38:00
Speaker 1
two one upstairs and one downstairs [silence] okay you know I'll go upstairs and unplug it and bring it down here okay it'll be quick
39:00
Speaker 2
How many MX6200 do you have? Okay. So if we will reset sir, and then reconfigure, we need to grab the um the MX6200 that you have upstairs, so we can reconnect it to the parent node. Is it possible for us to do that? Okay, sir, all right. So I'll I'll just I'll just be here. You can take your time. All right.
39:00
Speaker 1
Okay, I have it.
41:00
Speaker 2
All right. So plug it, sir, at least five feet to the main one. Yes, sir.[silence]
41:00
Speaker 1
Okay, it's plugged in. It is wired. Yeah, to the wall, yeah. [silence]
42:00
Speaker 2
Okay. [silence] So will just give that one some time. So we will reset both Max 6200 that you have and then connect it back to the internet and then create a new admin account. So we'll be able to get the web interface page but before we proceed how does your computer connect here? Is it connect wired or Wi-Fi? Wired, okay. Wired to the main one. Right?
42:00
Speaker 1
Okay. All right. Let me get something to do that.
43:00
Speaker 2
Okay, so, um, let's go to the main one sir. And then I want you to, um, at the bottom of the MX6200 the main one, uh, I want you to locate the reset button. And then, um, press the reset, uh, press and hold the reset button for 30 seconds.
43:00
Speaker 1
There's a message on the computer. Can't connect to VPN. I'm still ongoing the button. Uh, I'll release the button. And the light is blinking blue. All right. [silence]
45:00
Speaker 2
Okay. But uh what's the LED lights uh the main one now? Okay. Okay. Alright, so let's give that one some time sir. We have to wait for it to turn to solid blue. And I want you to do the same thing sir on the other MX 6200.
45:00
Speaker 1
Yeah.
47:00
Speaker 2
You can, let go if it's already 30 seconds. Okay? All right. So let's, um, let's give it some time, sir. Let me know if you, um, if you see that the LED lights are solid blue. Ah, okay. So we'll just wait for this second one. Uh,
47:00
Speaker 1
[silence] They're both solid. [silence] All right. And that's the reset and not the other.
48:00
Speaker 2
OK. all right. So let's go back to the main. Earlier, um earlier you press and hold the reset button. This time sir, I want you to press the reset button five times. So it's press release, press release, not too fast, not too slow. A minimum amount of speed. The interval is one press per one second. So do it five times. Yes, that's the reset sir.
48:00
Speaker 1
five times is solid white, three seconds is blinking white, slow blink. I didn't have to uh push the other one five times then. [silence]
49:00
Speaker 2
All right, so it will it will try to reconnect. Sure with your internet service provider. I think in a few minutes a few seconds it will start blinking white.
49:00
Speaker 1
You have a book to read. No. Uh, the main one is still blinking white in uh The other one is blinking white also now. [silence]
51:00
Speaker 2
Well, you can take your time. If you need to do something else, but so far, how's the LED light? Okay, all right.
51:00
Speaker 1
I'm retired. I got plenty of time. I'm retired, so I have plenty of time. Yeah. I have a glass of water right here. My wife constantly tells me to drink water.
52:00
Speaker 2
I'm sorry, sir. okay, I see. But if you need to grab something like a drink, you can you can grab something, okay? can do something else. ok.
52:00
Speaker 1
Still blinking more. Uh, yeah, it's still on. The other one, solid white. The other one is solid white. Uh, they're both solid white. Okay.
54:00
Speaker 2
So any changes there on the mesh? It's still blinking white. Okay. And your computer is still connected wired, right? Okay. Do you have, okay, that's fine, sir. Is that the main one that is solid white? Okay. All right. So, uh, let's go to your computer now, sir.
54:00
Speaker 1
I'm here. Let me I use Norton 360. I do have VPN on. You want me to disconnect? Yes. It's off. Okay, uh I'm still logged in. Log out and log back in then. Okay, it's off.
55:00
Speaker 2
And do you have, sir, any? Okay. Do you have, sir, any VPN active? Norton, okay. Hmm. Can, yes, is it possible for us to turn that one off for the meantime? Okay. Right, and then, um, open, sir, a new browser. Let's, let's try again Chrome. Uh, okay. You can close everything, sir, um, that, you can close everything that we actually did earlier. So, we can open again. [silence]
55:00
Speaker 1
You want me to use Chrome chrome and not edge. Chrome. I guess I should change to Chrome. Uh it says Chrome at the far right says enter passphrase. Open a new one? Uh I'll close it and reenter.
56:00
Speaker 2
brand-new tab. All right. Yes, Sir Chrome. Enter password. Um, can you open a new tab? Um, open a new tab, Sir, on Chrome.
56:00
Speaker 1
I also use Microsoft Outlook. You want me just to reboot, you want me to reboot the computer? No. No. It's open. Okay.
57:00
Speaker 2
uh... close it and then open again. Okay. Okay, maybe, uh, we'll try later, sir if we are unable to do it on Chrome, but let's prioritize Chrome first. Let's open a new... N-No... uh, know need to reboot the computers or no, no. Um, just open Chrome again. Alright, and then, can you type again the 192?
57:00
Speaker 1
Checking for Internet... Internet Connected and [silence] enter your router's password.
58:00
Speaker 2
And then did you get to the page? okay all right uh what do you have now sir on the page can you put there sir um admin all lowercase um A D M I N
58:00
Speaker 1
instead of a password, in the password block admin, uh, invalid password. Where is it? uh, There's nothing at the bottom. The, The, Oh, oh, okay. Uh,
59:00
Speaker 2
Yes sir. Yes sir. Just, just try admin all lowercase for the password. [silence] Okay. Can you try, uh, can you try say the Wi-Fi password, the default Wi-Fi password that you can see on the main one? It's at the bottom. Um, at the bottom sir, of the main one. It's the password, default Wi-Fi.
59:00
Speaker 1
I have to put my glasses on to read that. Well, I'm going to have to write that down and bring it over. Now, that would be much easier.
60:00
Speaker 2
Okay. You can also take a pictures of that one. Do you have- okay. Sorry sir, did you just um, you entered- um, what's your option, sir?
60:00
Speaker 1
standard and the bottom it's, telling me to, yes I can do that. next. and it says there's three large dashes, two are bright and one is dim blue guest network and there's a X and an O. turn your guest network work turn your
63:00
Speaker 2
okay. do you have an option? okay. um, I, I think it would be best not to change anything yet because, um, you will be able to change that one once we're logged in. do you have an option to click next, sir? okay, let's click next. yes, sir. click next. [silence]
63:00
Speaker 1
turn on your guest network to create a separate Wi, fi, Wi-Fi network for guests and maintain the privacy of your main network. And then it below it, back or next. I... I guess I'm naming the the next one. yes I did. I had four. One was a guest network. So I hit next.
64:00
Speaker 2
And you have mentioned, sir, that you also enable a guest network before, right?
64:00
Speaker 1
Okay. Uh. I can give it, uh, yeah, I'm gonna have to get a paper page. Uh, now, enable night mode to turn off node lock. Uh, okay. [ silence ]
65:00
Speaker 2
No need for the answer. Just leave it as it is. You know, just leave it off and then you can just click next.
68:00
Speaker 1
[silence] uh it says welcome one Eset is ready. And click on finish. Okay. Enjoy your Wi-Fi to configure advance settings visit www.myle.com on a computer.
69:00
Speaker 2
Yes, click Finish Sir. Okay. Okay, so since we're still using computer, add a new window Sir, or [silence]
69:00
Speaker 1
a new, a new page on Google. Yeah.
70:00
Speaker 2
I'm just adding a new tab on the browser that I'm using here. It's a new page. Yes, and then type back the 192.168.
70:00
Speaker 1
And I've had a sign in page, log in with your router, uh, do that, do what now?
71:00
Speaker 2
um... with router password? Okay. I think it didn't ask you earlier, sir, to create your router password, right? Um, you can use the default Wi-Fi password.
71:00
Speaker 1
[KEEP_UNCERTAIN] [silence] all it uh, uh it says we recommend using the Lynx's app. And it's got a part. I think it's I'm confused now. They've got an iPhone and they want to send me to the app store. We're we.
72:00
Speaker 2
use uh... user the the default Wi-Fi password as the router password. uh... that's fine sir. Let's just skip the layout. Okay. So, um... uh... yeah, you're actually on the setup, you're actually on the sign-in page. That's normal. Um... double click or double-tap the phone icon.
72:00
Speaker 1
Say that again now? Where? Telephone, Mike. I'm not. This is on the this is on the computer. It's not on the. Yes, on the computer. Yes. It says sign in login with your router password. And it says access router. [silence]
73:00
Speaker 2
A double click, sir, or double tap the phone icon and the page that you have. Yes, the phone. Yes. Yeah, that's fine, sir, that's fine. You see the picture of a phone on the page that we have, right? My computer. Okay. But do you have an option, sir, to enter router password or access router? Okay. So just this real quick. Okay. So, for the access router, sir, I want you to enter the Wi-Fi password. [silence]
73:00
Speaker 1
okay, incorrect password try again. okay admin. incorrect password.
74:00
Speaker 2
That that you have the default one, the default Wi-Fi password. How about this? admin a d m i n. Okay. I'm just click the, you have an option for reset password, right?
74:00
Speaker 1
uh, yeah, it says you can, it's counting down, right? Incorrect password, three, two, one, remaining attempts three. Reset password, and recovery key that's that ten, digit on the bottom, it's all five digits. [silence]
75:00
Speaker 2
besides sign in. Okay. Um, just click sir, reset password. Yes. That's the five digit, yes.
75:00
Speaker 1
Okay. We now have uh create a new admin password and hint. Okay. [silence]
76:00
Speaker 2
Okay, sir. Create a router password. So this is going to be different with the Wi-Fi credentials. Create any password you prefer, at least 10 characters for the router password, and then write it on a piece of paper.
76:00
Speaker 1
I can't have the same character twice in a row. Uh, yeah. Yeah, I can't.
77:00
Speaker 2
Uh do not put double letters. Okay.
77:00
Speaker 1
Oh, that's a familiar page. It worked and say that again. Yeah. your admin password exile is successfully reset and it's giving me, uh, uh, maneuver. The inquiry of the three remaining.
78:00
Speaker 2
Okay, that's good. So we're logged in now. We are logged in also to the web interface so you can see a familiar page now. Mm.
78:00
Speaker 1
wifi settings. Uh, I have, uh, the Linksys wifi. Is, I don't see, I can't seem to see any router, I don't see any.
79:00
Speaker 2
[silence] So you, you know, before we do the um rundownings here of the wi-fi bands, you have smart wi-fi tools, right? You can see like eight white box. Do you see that one on the page? Or you're on the wi-fi settings? [silence] [silence] Okay. settings. But-on the page. [silence] Okay. Are you seeing searchlingsmartwi-fis wi-fi settings?
79:00
Speaker 1
Yes, I think it's smart wifi, that's what I Yes, again. Yes, I I I can rename them. All right, uh, you want me to do that now? [silence]
80:00
Speaker 2
on the page? Okay, okay. And then are you under wi-fi settings, wireless? And you can see the 2.4, 5, and 6? Okay, so you have now an option to rename each band, right? Okay, so yeah, you can take your time, sir. You can rename the 2.4 gigahertz and then the 5 gigahertz and then the 6 gigahertz band and then you can change the wi-fi password as well. So you can take your time. Yeah, you can do that one right now, sir. So we'll [silence] We'll see later if you are able to see the network bands once you apply it. [silence]
80:00
Speaker 1
Wait. [silence]
85:00
Speaker 2
What do you have sick? okay [silence] okay [silence] now what's your opinion, sir?
86:00
Speaker 1
Use different name is says a warning using different Wi-Fi things. And I can use hot, links, use different names or use one name. Yeah. I would rather people if they look for a login for a Wi-Fi, they could see the three options but they would be locked except for the password I give for one guest. That's that. Say that again. [silence]
87:00
Speaker 2
I think that's okay sir, I think it's just, um, confirming if you want to continue with the different names. [silence] Okay, that's fine sir, you can click apply. Once you, uh, you can click okay or apply sir on the page that you have, so
87:00
Speaker 1
Okay, I'm going to say click on use. Oh, it gave me a list of them. I'll take a picture this.
88:00
Speaker 2
So we will confirm it, and then later we'll try to use a different device, like a a different phone or tab if you have. So we can confirm if the bands are showing separately. Okay.
88:00
Speaker 1
Applying changes. Your router is applying changes. The action form okay. Sorry, I'm so slow. Okay, the page that page has loaded with the three inter-speed and the names I gave them.
89:00
Speaker 2
okey no sir you're actually doing good we're just in time [silence]
89:00
Speaker 1
And then it's the, on the Wi-Fi settings, it shows three. I usually have four. For three and to the right it says a device list. And there's, I haven't entered the device devices yet. Router settings over on the left. Yeah. Wi-Fi settings.
90:00
Speaker 2
Okay. All right. Do you have, um, it's showing the names and then the password that you enter on each band? Okay. Okay. Uh, can you see, sir, router settings?
90:00
Speaker 1
[silence] Look at okay, Wi-Fi settings and it shows the names I gave the three bands and and I can look at the passwords and to the right of each of those it says security mode, I didn't change anything there. It said the first one said most most most Wi-Fi mode, the all three have mixed.
91:00
Speaker 2
Okay, yes, select again your Wi-Fi settings bout. Okay, okay. Okay, that's fine, sir. [silence] Okay.
91:00
Speaker 1
Yeah, I can do, yeah, I can do my iPhone. Right here.
92:00
Speaker 2
That's fine. Uh, let's just leave that one as it is, by default since, that's actually, um, uh, there's no need to change anything on that options just the Wi-Fi name and password. So, um, can you, do you have like a, um, do you have, say, like, a different device that we can check if those bands are showing? Okay, alright. So, yeah, take your time. Just double check if you can see the Wi-Fi names now, including the guest network.
92:00
Speaker 1
[silence] I can see the first two I don't see the third. The 60 gigahertz uh I don't see that in the name. I see the uh G
93:00
Speaker 2
Which third are you referring to? 6 gigahertz?
93:00
Speaker 1
Die and the 2.4.17R7CHM. I can it's listed on the computer. The iPhone shows the neighbors networks and it shows my 2.4 that I said
94:00
Speaker 2
Okay, usually sir, what's your iPhone, what's the model? 17, okay. Is that is that 6G compatible for 17? Let me double check. But before sir, you can see the 6 gigahertz transcript? [silence] [silence] [silence] [silence]
94:00
Speaker 1
I named it, SC home 2.4s and SC home. Next one, SC home 5GE and the other one, I said, SC home and named it SC home 6GE. I don't see that one on the list on the iPhone. Uh I I don't I don't have a I don't I have 6g on my iPhone. I don't think maybe that's why I'm missing it.
95:00
Speaker 2
Thank you but before sir, before, you were able to see the six gigabyte on your phone before? Hm okay because usually uh usually, sir uh you will see the six gigahertz band if the phone or device that you're using is six gigabyte compatible.
95:00
Speaker 1
Yeah, because 3t. My wife and I both have the 17th okay. Yeah,
96:00
Speaker 2
Compatible. So that's the time that it will show you the. Giga hertz so you can connect. But you've mentioned that you're using an iPhone 17, right? Okay. Do you have say like a 6G compatible device or other device? What type of phones do you have? 17s. Can you check, sir, if her phone can see the 6 gigahertz? You may turn off Wi-Fi like turn it off and then turn it back on to refresh the available networks.
96:00
Speaker 1
I'm sorry, I don't I have an iPhone 15. [KEEP_UNCERTAIN] [silence]
97:00
Speaker 2
you have iPhone 15 [silence] hi [silence] uh yeah usually Sir um 6 GHz band um it will show up if um the phone or the device that we're using is 6G compatible so as long as you rename it as 6 GHz band so you'll be able to see it.
98:00
Speaker 1
I don't see anything about a 16. The model name is iPhone 15. Mhm. And I don't see anything that talks about compatibility with 16. [silence] Uh. It's just an iPhone 15. I see.
99:00
Speaker 2
iPhone 15. Uh huh. I see. Um we can confirm that one with. Are you using sir just the standard iPhone 15 or iPhone you're you have iPhone 15 Pro or 15 Pro Max?
99:00
Speaker 1
I'm looking at the iPhone general. And it says about the model number iPhone 15. okay. okay. Yeah.
100:00
Speaker 2
Ah, okay, so because standard iPhone 15, sir, they don't support the 6 GHz, so iPhone 15 Pro and and 15 Pro Max above, they support 6 GHz. So, uh, maybe that's the reason why we can't see the 6 GHz band on the Wi-Fi of your phone. So, you can only see um, you will only you will only see 2.4, 5 GHz and then guest network. So, in case um, so, in case there you have someone um, if you if um if you have someone that will visit and then they have like Uh, may be, uh, may be iPhone 17, they'll be able to see the 6GHz, so they can connect to it. Alright. So, um, have you tried to connect that to the guest network? Let's make sure that the guest is active and then at least one of the Wi-Fi name is active. And then let's see if you have internet.
100:00
Speaker 1
It's connected. On the iPhone you mean? Yeah. Let me ...
102:00
Speaker 2
it connects, okay. And do you have internet, sir? Yes, on the iPhone. Okay. All right. So, so far, so good, Mose. You have everything. Uk... so for now, you're able to set up the three bands.
102:00
Speaker 1
Yeah. just, uh, I don't have uh, the 6G. I have a laptop that's somewhere. I haven't used it for a long time. It may have 6G compatibility, but, but I I don't I'm not gonna worry about it. Yeah, okay. I appreciate your help.
105:00
Speaker 2
And then the guest network. Okay. It may have 60, uh, okay. So, um, at least for that. Okay. But at least say you were able to rename the 6 gigahertz already. So, at least, um, in case you were able to get a 6G compatible device, then you will just have to test it, and then check the Wi-Fi settings. So, it's already enabled there, so you'll be okay with that one. So when you're welcome, sir. So
105:00
Speaker 1
Yeah. Uh, no, all I have to do is use the IP in the web browser to log into that, so. Uh, say that again. Yes. Yeah, I've got that. Okay. Now, I've had to do that before, so I can do that.
106:00
Speaker 2
The other... The other MX6,00 were brought down. Okay, that is still... Okay. So you can just unplug that one, sir, and then move it back upstairs and then plug it back in. So just give it like maybe after you plug it back in, just give it like three to five minutes, it will automatically reconnect back to the parent node. Maybe you'll notice that it will be it it will start blinking red, but that's fine. It will just automatically turn back to solid white in a few minutes. All right. Okay, right. Okay, yeah, I totally know, I say that you can actually do it since you're able to um create again your um band and separate it. So you'll ablet.
107:00
Speaker 1
No there isn't uh unless you have a winning lottery ticket you can mail me. okay okay oh thank you very much. You too. Thank you very much. Thank you. Bye bye. [silence]
108:00