V2 Rubric Detail — 0d953c14-7a45-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:47
Duration
126m 1s
Contact
Patricia Wilson
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00134348
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CN disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (9 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall46.3% (+24.3)

V2 Grader Summary

The agent demonstrated ownership and used diagnostic tools like remote access and channel scanning, showing partial technical progress. However, critical inaccuracies (incorrect Zoho URL, misrepresentation of phone Wi-Fi control) and unresolved root cause prevent a successful outcome. Despite a scheduled follow-up, no resolution was achieved, resulting in an Unresolved classification.

V1 Case Analysis

Customer reports weak Wi-Fi (~200 Mbps) on third-floor mesh node. Agent used non-Linksys remote tool (Zoho), requested router password, ran Channel Finder, and suggested disabling IPv6 without verifying impact. No model/serial collected. Issue unresolved; agent scheduled callback.

Troubleshooting Steps
  • Initiated remote session using join.d Zoho.com (unsupported third-party tool)
  • Requested router admin password
  • Suggested disabling IPv6 on the router
  • Guided customer to use Linksys app's Channel Finder
  • Instructed customer to power-cycle and relocate mesh nodes
  • Recommended swapping node locations
Key Observations
  • Agent used join.d Zoho.com (unsupported third-party domain) for remote access instead of standard Linksys procedures [03:00–04:00].
  • No product model or serial number was collected, violating protocol for technical troubleshooting.
  • Troubleshooting steps (Channel Finder, IPv6 disable) were not standard fixes for weak node signal or speed degradation per Linksys KB.
  • Agent failed to verify speed improvement after any intervention; resolution was not confirmed.
  • Call ended with a vague callback promise without a clear action plan or self-help path.
Positive Highlights
  • Agent remained polite and attempted to maintain customer engagement throughout the call.
  • Agent asked for router admin password, indicating intent to access device settings [12:00].
  • Agent observed signal improved from -67 dBm to -61 dBm after repositioning, showing some attention to signal metrics [38:00].
Agent Errors / Gaps
  • Used unsupported remote access tool (Zoho) instead of standard Linksys procedures [03:00–04:00].
  • Did not collect device model or serial number, violating protocol for product-specific support.
  • Suggested disabling IPv6 without confirming it was relevant to the speed issue (not a standard fix per KB).
  • Ran Channel Finder without explaining its purpose or verifying outcome; this tool is not a standard fix for weak signal or speed issues per KB.
  • Failed to follow standard mesh troubleshooting flow: did not check node hierarchy, parent-child connection, or use correct web UI (http://myrouter.local or http://192.168.1.1).
  • Did not verify speed test results after any intervention to confirm resolution.
  • Ended call with only a vague callback promise, not a concrete resolution or self-help path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent ends call saying 'I'll end this support session for now... I'll go back later after an hour' without confirming the issue is fixed.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent conducted remote access, ran channel finder, tested node relocation — diagnostic intent present but disorganized and not logically sequenced.
R3 Partially Met Correct resolution path conf 80%
Agent explored topology and placement fixes consistent with KB guidance but failed to confirm root cause or finalize a resolution path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (low speed at third node) and used remote access to inspect topology, but did not fully structure diagnostic reasoning or narrow root cause.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent initiated remote session via Zoho and ran channel finder — tool use appropriate but undermined by incorrect URL ('join.d Zoho.com') and poor execution.
T3 Not Met No misinformation conf 95%
Agent directed customer to 'join.d Zoho.com' — incorrect URL; also misrepresented inability to control phone Wi-Fi behavior despite router-level influence on band steering.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed intent but lost control with unannounced holds, long silences, and unclear transitions between steps.
C2 Partially Met Confirmed understanding conf 75%
Agent used informal language ('man', 'ma’am') and responded to confusion by repeating instructions; some adaptation present but jargon and pacing not fully adjusted.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned case end-to-end: initiated remote session, conducted diagnostics, scheduled follow-up, and committed to recontact — no transfer, full ownership demonstrated.
O2 Met Proactive follow-through conf 95%
Agent set clear next step: 'I’ll talk to you after 1 hour and 30 minutes' — specific timeline and action committed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact — continuity cannot be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — agent continued ownership.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred — execution not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent apologized ('I apologize for the whole') and thanked customer, showing empathy, but tone remained rushed and lacked deep acknowledgment of frustration.
X2 Partially Met Tone & rapport conf 75%
Agent continued steps after customer expressed confusion ('I don’t understand') but did attempt re-explanation — partial adaptation under pressure.
X3 Not Met Overall experience conf 90%
Customer repeated location and node details multiple times; agent failed to document or retain information, causing redundant questioning.
Call Transcript108 turns · 139 lines
Speaker 1
This is Lynxus technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynxus specialist. Hello, this is Paul from Lynxus customers assurance team. May I speak to Patricia? [silence] Okay ma'am, your your case has been escalated to us and we are doing a follow-up call regarding your concern. about your Lynxus uh device. Uh Is this the best time, ma'am for us like to work with this Take it. Okay. Okay. Okay. Okay. So I just want yeah before we proceed now, I just want to confirm if I got your concern right. So you have like a one spot where you are just getting like around 200 MBS. While you are Transcribe this audio from the left channel. [silence]
00:00
Speaker 2
Call has been forwarded to voicemail. The person you're trying to reach, hello? Yeah, I can do that. Computer stuff. Okay. Um, sorry. Go ahead.
00:00
Speaker 1
on the uh like the second node you are getting around 400 to 500 mbs, is that correct? Like this certain area. Okay, so do you have a computer man that is currently connected to the network via wired or wireless? Okay. Yeah, uh-hmm. Yeah, that's great man. And how about this one now? Is it okay with you if I do a remote access man to that computer? All right, so we can check the settings. Okay. Okay. I just, take it slow man. Take your time.
01:00
Speaker 2
[silence] yep. [silence] um, as well as [silence] I don't have a, um, you know, a port for this computer. [silence] oh, sure. [silence] um, [silence] [silence] I think I cut off I'm going upstairs. [silence] I cut it back on. [silence]
01:00
Speaker 1
Okay. And by the way, ma'am, is this a Windows-based computer or a Mac computer? [silence] Windows. Okay. So, on your Windows 11, ma'am, computer, please launch a browser. Yeah, it could be Chrome or Edge.
02:00
Speaker 2
Okay. I'm, and Yeah, it's Windows and his Windows 11. [silence]
02:00
Speaker 1
Did me know if you have it open? Okay. on the address bar man please type this address please type join.d Zoho.com dot period that is that that the the period dot I mean just the symbol man that or period oh it's period man dot dot or period dot ZoHo join then period Zoho Zoho dot com Z-O-H-O. Z for zebra. O for Oscar H for Henry. Oh, for Oscar. Zoho dot com. Is it asking for the session ID. Okay, so for session ID ma'am, please type these numbers. Oh, okay, so that's S 38409 zero
03:00
Speaker 2
period and then what? Uh, spell that? spell the Zoho? Okay, join.doyo, what? Okay. oh, this other crap comes up. Macabre. All right. It's uh, yeah. You have, these, at the powers. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Do you understand? Okay. how do I try? uh. I, I have to go upstairs. I live in a big house.
04:00
Speaker 1
Okay, Yes, mom go ahead, okay go ahead. Yes, yes, I can hear you loud and clear,
07:00
Speaker 2
Old house with plaster walls, that's why I got this Wi-Fi mesh system. Uh, let me put this in. I'm gonna put my earbud in so I can multitask. Just give me a second. All right. Can you hear me? Okay. All right, good. All right. Now I'm going to start. Okay. The third child, the third child, the third child's room is...
07:00
Speaker 1
Yeah, not that far. Okay, let me check something. [silence]
08:00
Speaker 2
just up a staircase from the first child, no, I mean, it's not, it's not that far, but it's, you know, on a different level. Okay. Hi,
08:00
Speaker 1
From the upper floor where the third node is located, is this the one that you are usually getting? Around 200, 224 Mbps. Yeah, is this the one that you are getting? Yeah, yeah, it seems to be.
10:00
Speaker 2
Yeah, I'm right beside it. I never really checked this node. Yeah, this is the one with my load speed. [silence]
10:00
Speaker 1
hold on hold on hold on let me just copy some of this information get it to download speed let me run it one more time I just want a test range. Can you type in your router password in this box? Done
11:00
Speaker 2
I think. Oh, whole. that. just two. but. Let me look that up real quick. Uh, I'm pretty sure.
12:00
Speaker 1
Okay, man. Good. Thank you. Let me just check something. Yeah. Yeah, we'll probably disable this IPv6 feature on the router.
13:00
Speaker 2
I don't understand about Os9 Android TV. No that makes sense.
14:00
Speaker 1
[silence] They're all up to date. [silence] Uh, which one, man? Yeh, this one. Yes. Let me try this. [silence]
15:00
Speaker 2
[silence] And the one on besides was was the one at the bottom. It says third , cuz I'm in the third floor on at the bottom third. Yeah, that's the one. And it should be connected to the upholster, because that's the node at the bottom of the staircase. Um, and then my computer. Yesterday, she had me checking my laptop, to see what it was connected to.
15:00
Speaker 1
Let me check first your... what you call this? The system information number... [silence] [silence] not able to receive the logs. I shall try this one. Can you type in, Can you type in, and your router password, please? uh, how long? Mhm, yeah, right the password. How long? yes, the one that we used to log in to the router's page. Uh, yeah, the links. Uh, stage. uh, yeah, that password. Yeah, not the Wi-Fi. uh. Okay, good. Thank you.
17:00
Speaker 2
all right it's not the worst right yet
20:00
Speaker 1
0 or 9, it's 1 8 9 everything is, okay, so it looks like that most of your notes are connecting to this specific note. Let me try to check this all right. It is located downstairs.
22:00
Speaker 2
Right right down the stair it was right down the stairs yeah right at the down at the Right below the uh staircase Down the staircase From where I am Yes sir. Uh-huh. Yeah. It says 10, but it's not 10. It's just 11. Now I'm locked.
23:00
Speaker 1
( { three no 6 (phone ringing) it's not (phone ringing) 0 6 nine j and instead 0:6 nine and just want to confirm where is this node located now this third 8:8 three seven node. Mhm. Yeah, because this is where this laptop is connected. Can you temporarily turn off this node ma'am, this third 0:837 node? Yeah, just turn it off for now.
26:00
Speaker 2
where I am right now on the third floor. Up the staircase from the first child knows. Okay. Okay, so
26:00
Speaker 1
And is this and just want to confirm, ma'am, is this the node that is closest to this laptop? Is this the node that is close to this laptop where I'm on right now? Or this is? And is it possible for you, ma'am, I can move this laptop to maybe different location, to the other closest node. Yeah, if you turn this one off.
27:00
Speaker 2
(sigh) Yesterday, she had me cut my Wi-Fi off in the bottom what he did Yeah Yeah Yeah Yeah. Hey, we're on the third floor. Okay, do you want me to leave the this one the third off? (laughter)
27:00
Speaker 1
Yes, yes, just leave it all for now. Send it, hold on, let me check if I can. Yeah, I think I still have access to your computer. Let me check first. Yeah, I want to, yeah, just leave it connected, just leave it on this location. Right now. Yeah, I'm still connected. I think should be good. Yeah, I'm still connected to Wi-Fi. So it did connect to the address rm 059. Yeah, the dressing room. It's connected to the dressing room.
28:00
Speaker 2
Okay. You want me to move my laptop? Okay. Now it's dressing, remember that's weird. why do they have all those watches watch watch I fly watch I fly don't know
28:00
Speaker 1
I'm not sure man about this one. Yes yes it's like it that is exactly. Yes it has a better connection. Yeah because it looks like
29:00
Speaker 2
[silence] [silence] 3:9, wow. This is good. But what's it? What's it
29:00
Speaker 1
Yes ma'am, go ahead. Yeah, so the laptop did, did connect to this node. It connects to the dressing room, Address Room 9059 node. It connected to that node. Yeah. How far is it? I mean, Yeah. Yeah, I see. Yeah, yeah. Because I'm actually thinking that it's, I'm not sure why your phone is trying to connect to this node. Yeah, that's it. But yeah, you mentioned it's close to the... This node, I'm not sure what happened to this yet, uh, but my your laptop is connect, try to connect to that node. Hmm. Yeah, because what I'm suspecting is just a node, so it looks like that they are not uh see, chaining. So I just want to confirm, remember? Like, the setup of these nodes, ma'am? So we uh starting from the main node. What is the node, ma'am? Closest to the main router? Yeah, yeah, what's the node that is closest to the main router? Upstairs hall.
30:00
Speaker 2
Well ask that question again, please. Oh, that would be the one down the upstairs hall, uphall. Yeah.
31:00
Speaker 1
I just want to yeah yeah, so I just actually know what I'm trying to do man, I just want to trace how these nodes are set up ok, so that's Upholman then next to the Upholman what's the next node close to Upholman Ok, so the waiting room. yeah, then the third floor node man. so it's close it's still close yeah no no not yet not it's still close to the Upholman. so the Upholman node is the one that is on the middle, right? So, he's the one who supply the connection of the other nodes. [silence] Yeah. [silence] How about the down 09234 node? [silence] Hmm, so which node is it close to? [silence] Is it, yeah, which node is it close to? Is it close to the Appel node, dressing room, or third floor node? Yes. [silence] Because, uh, because based on the signal strength, now yeah, they're actually getting like a good signal, but there's [silence]
32:00
Speaker 2
Yeah, the the upholstrey is in the middle of the router and the dressing room. And then yeah, that's so on the first floor. What? Close to are the down one? The down one should connect to the router or either the upholstrey because it's right below the upholstrey. I mean, there's a staircase and it circles down. There is Mm-hmm . Yeah that's a good speed. Go ahead.
33:00
Speaker 1
This one bigger stack of air did connect to the. what you call this through the dressing room node at third floor. I mean, 0.837 node. So this is interesting. Yeah, can you turn it back on board? I that be steer it back on? Yeah, the third floor. Yes, the third floor. [silence] Please. [silence] Oh, the fan thing? Yeah, like this one, ma'am. You were referring to this? Yeah. Sometimes it will like switch like it fluctuates depending on how it communicates to the server, but it will just update later. Yeah, because earlier it's like the fan thing. Like it has something to do with the communication of the cloud to the cloud server. Okay, I think it's online now. Now, Yeah, it's back online.
35:00
Speaker 2
How come the upstairs doesn't have the fan thing? What the and? Now I'm not the fan. Yeah. Hmm. Okay. Is what?
37:00
Speaker 1
Yep, s is the signal that I'm worried about at this point. Looks like your phone is trying to connect to this node. Yeah, which has like a minus 67 signal. Which is very close to weak signal. So this is the one that we should try to fix this minus 67 signal. Yes. Let me look at the signal report. Oh yeah, yeah, that's okay, but I think it's all now minus 61, so this is much better.
38:00
Speaker 2
[silence] Uh - 67. Okay, I moved it a little bit. Did that help?
38:00
Speaker 1
That is a refresh. Yeah, I think you did reconnect now. to that node. Hmm. Yeah, because it seems that the signal might be interfered with that node. It's like kind of in between. Let me just try to refresh this. Yes, it connected to the working. Yeah. it's unfortunately, yeah. Yeah, so it will Force the reconnectin. Yeah.
39:00
Speaker 2
it should be connected. That's, I mean, if I'm downstairs, if I'm downstairs, it should connect to the dressing room. But me up here, hasn't made it to the third. No, what she did yesterday in the bottom right was she had me cut the Wi-Fi off and then cut, cut it back on. That's an old issue. So then it would reconnect to
41:00
Speaker 1
By the way, ma'am, do you still have the Linksys app installed on your phone? uh hold on one let me just double check ma'am if you tried it's step uh the channel finder. I think it's not trying okay. Can you launch ma'am, your Linksys app. when you yeah the Linksys app on your phone? Okay. Yes.
42:00
Speaker 2
I do. Mm-hmm. yeah, it says it's getting off. getting router settings. okay, but what bothers me is that in my settings, my phone settings, it says I'm connected to 5g. When I pull up the Linksys app, it says I'm connected to 2.4.
42:00
Speaker 1
Uh your phone ma'am, is that an iPhone or yeah what type of phone are you using? Yeah but for that one ma'am we can't uh we don't have like a control because it has something to do with your phone on how it connects to Wi-Fi. Let me try to write it one more time. Connect device app. Ah, yeah, hold on ma'am. Okay, so on the Linksys app ma'am, please click on uh what do you call this? Network uh hold on ma'am. Let me just open my simulator first. So I have an I. I Because we will try to run the Channel Finder. Okay, so on the Linksys app ma'am, let's go to uh Wi-Fi Settings or Wireless Settings. Uh, Wi-Fi.
43:00
Speaker 2
it's our phone 16 E okay well i have the um the app open okay
43:00
Speaker 1
wi and then under Wi-Fi settings, click on advanced, advanced Wi-Fi settings. And I did just the whatchamacallit. Wait, just go to Wi-Fi setting date. I just advanced. Can you see what that thinks on both then? Yeah, down below advanced on both. Okay. Okay, so just on the five on the five meters. Yes, most of your devices are connected to five. Then on the five meters, you have the channel finder.
44:00
Speaker 2
under which one because i have um we have them broken down the 2.4 the 5G and the sixth i see a group but but i want to know which on uh which one the 2.4 or the 5. there's advanced settings under each one because we separated them on the five all right okay okay silence
44:00
Speaker 1
Okay, then on the channel finder, uh, click on scan channel. Ah, the business, it doesn't matter as long as you're you're connected to the Wi-fi, you should be fine. Okay, so since you are okay, since we are scanning channel, mam, yeah, this will take a moment. Okay, yeah, it looks like it looks like we got disconnected. But that's normal, mam, since the router is looking for the best channel. [silence]
45:00
Speaker 2
Okay. Do you want me to be near that node? Okay. Okay.
45:00
Speaker 1
Yeah, for 5 gigahertz. So we are letting that channel to find those at the best channel.
46:00
Speaker 2
The best channel for, what? [silence]. Okay.
46:00
Speaker 1
how is it going Matt? how's the channel probably in the app is it still running okay yeah I think I the below so yes yes I I think that computer got disconnected for a while yeah this happens if you run the channel finder
48:00
Speaker 2
So the... Yeah, still running's about halfway almost halfway we'll ask the twelve Huh. Uh oh.
48:00
Speaker 1
How's it going, ma'am? Is this almost done? Okay
50:00
Speaker 2
It's about three quarters done. is we are evaluating the channels, almost done, a couple more. No one else was in my laptops lights. Really though. [silence] That was on our bike, another one that's so...
50:00
Speaker 1
Yes, get worse. Beam to the what do you call this? to the next call, but for some me speed seems slow down. Oh.
57:00
Speaker 2
I will leave my laptop right here, and I'll let you do your thing. I'm gonna run downstairs and get a charger for my phone.
59:00
Speaker 1
Which one, ma'am? Oh. No. [silence]
63:00
Speaker 2
There shouldn't be private network be check at the top. Yeah, shouldn't it be a private network? Well, uh no, I I believe that I was just wondering it shouldn't it be like a private network. Oh, that's just for. Okay.
63:00
Speaker 1
[silence]. Yeah, we'll just try to change this one now. Yeah, the security mode. guess guessing
65:00
Speaker 2
she had me cut the guest network off too yesterday.
66:00
Speaker 1
[silence] Yeah, it reconnected again. [silence] So this node [silence] Ooh. [silence] Yeah. Yes. Yes. Yes. yes, yes, that seems to be the issue here. [silence] Seems like it's getting a bad signal. [silence] I mean, a slow speed if it's connected to that node. [silence] And just want to confirm, um yeah, you mentioned earlier that this node is right above the, uh, what you call this uphall node, right? [silence] Yeah, the third floor. Uh, is it possible for you, mom, like to relocate this [silence]
72:00
Speaker 2
Uh-huh. That's in negative 70. Yeah, it's on the third floor. [silence] The place for the beatstides in the do you think we're the best played in the middle of a dern rain. I mean supposedly this stuff can go through walls, right? [silence] overlapping overlaps all right. Boy, I need to get up here and dust. Don't want the discount much. Ah.
72:00
Speaker 1
Okay. And by the way, ma'am, I asked you, I want to ask you again, can you unlock the computer? Yeah, it seems that it's locked. Yeah, it seems that it's locked now. Yeah, can you unlock ma'am the computer? Okay. Yes.
78:00
Speaker 2
Okay, we're at a solid white light. [silence] Well, it's, I mean, I don't know what you mean. It's up. I see the speed test. [silence]
78:00
Speaker 1
Okay, ma'am, so yeah, what are we going to do, ma'am, at this point? So, we'll try to find out now if there's really something wrong with this. Okay, so, however, for this one, yeah, we'll try to turn off the other nodes. Okay, so, for now, I'm trying to bring this child node to the place where that first node is located. So, try to turn off the other two nodes, then bring this one downstairs, close to the parent node, or close to the first child node. Then, try to place it from there. Then, let's try to check if we are getting, like, a good connection connected to this node while this node is closer to the parent node, to the place where the first child node is located. Okay.
85:00
Speaker 2
Mm-hmm. Well. Hmm. I Alright, um. I'm I'm getting hmm. I'm having a lot of problems with these damn things now shit. Shit.
86:00
Speaker 1
yeah just put it ma'am like upside to the first child node maybe the one downstairs I know not the parent node ma'am uh to the first child node so what is the node close to the apparent node yeah try to bring it to that on that location yeah don't do not replace the parent because the parent knows when it is I believe it's working fine yeah which one ma'am
88:00
Speaker 2
I made a parent. Okay. Okay. Shit. I'm gonna plug it in, too. I have a electrical issue. I mean, it's an old house, so there's not a lot of plugs. I'm gonna put it in here. Paul. Well, okay, once I can move this over here. Okay, so disconnect the, uh, uh, Paul. Okay, we can do that. Or I could plug it into this other room.
88:00
Speaker 1
Okay, man, yeah, thank you. Yeah, let's check if the laptop did connect to the server. Okay. Yeah, it connect. Yeah, it's disconnected.
93:00
Speaker 2
Um, hum. Yeah, the node's white. Could be up. Could be res. Go up some. Res laptop. No, it was connected to the downstairs. [silence]
93:00
Speaker 1
[silence] By the way, ma'am, can you try to turn up the down and the dressing room node? Yeah, let's try to check now if we are getting good speed like while connected to the downstairs, because at this point, man, what are we trying to check is if this node is has a weak signal or yeah, whatever. If it's broadcasting a weak signal or maybe it's not working anymore, but if it's not working properly. So our expectation of this note is yeah, the dressing room node and the down
96:00
Speaker 2
Sure. Could I give the wrong example? Dress in the room. Dress in the wrong room is off. [silence] we go downstairs the downstairs is all...
96:00
Speaker 1
OK. OK ma'am please try to disconnect and reconnect the laptop to Wi-Fi. Yeah so we can force it. OK that's it. [silence] Okay. Is it white? A red flashing, ma'am? Is this that... Is this the third no? Yes. [silence] I just give it some time.
98:00
Speaker 2
Okay now that node is flashing red. So it's not white anymore. It's red. Yeah, the one we just moved. The flashing red. [silence] .
99:00
Speaker 1
it's white now Okay good Can you reconnect them? the laptop Yes please to Wi-Fi Yeah it seems it got disconnected Yeah then turn it back on that end Yeah on back turn it back on Yes please
100:00
Speaker 2
because it's white now. It's white now. Okay, so you won't be, yes. Okay, so I'm going to put the Wi-Fi off. Okay, it's off. Let it call it a fucking a second. Oh, back on. It's connected to 6G. Okay, it says my assistant thing is ended, so I don't know. Okay, I'll just say you go to Wi-Fi, settings, if you go to Wi-Fi services and select home, like your Wi-Fi in home, and go. And if it's till not connected to your Wi-Fi, if your Wi-Fi signals are strong, then this thing is going to your Wi-Fi thing or permanently off. I don't know why.
100:00
Speaker 1
Yeah, can you rerun now the I I I did not click on. You have there an option now like to, uh, continue decision? Okay. Okay. Yeah. Please type in join.com. Okay. So your session ID is hold on, let me, let me check for that one. Session ID.
101:00
Speaker 2
Okay, I don't how do I it wasn't it had to I don't have to do the whole. Okay. So it was uh, what was what do I need to type in? [silence] Okay. What's my session ID?
101:00
Speaker 1
Okay, it's three eight four zero nine zero five six two. Okay. Okay. I'm back. Yeah. Thanks.
102:00
Speaker 2
Okay. [silence] Agree and [silence] It's initializing. [silence] Are you back on? Okay. [silence]
102:00
Speaker 1
Okay, so it looks like that you are getting here. That specific node is actually working. So it has something to do with the network topology. Yeah, it has something to do with the placement of the node. So how about this one? Is it okay, ma'am? We will just leave it this note in this location. So we will just rename this one. We will swap this with the, what's the name of that node? With that appole node. So we'll call this node as apple node. Okay. Then that appole node will change it. Okay. By the way ma'am, before we, ah, not yet, not yet ma'am. We'll have to change it later instead, okay? So we'll try first like to swap this one with that appole node. Can you bring that appole node maam? That, the original node on that location? Bring it to that other location where this third, third floor node is located. Like try to switch them. Okay. Just leave the other two nodes, turn off by now.
107:00
Speaker 2
Okay, we could do that. Are you gonna change it or do you want me to? Okay. Yeah. Okay. I could do that. Okay, hold on. [ silence ]
108:00
Speaker 1
Uh same location ma'am. Yes. Please. Yeah just same original look same original location of that third floor now. Yeah. Yes. Yeah that's okay for now ma'am. Let's try to check first.
109:00
Speaker 2
if I put it right at the top of the steps that's okay same original location same original location all right but if I ever put one in the floor it should be closer would it would that work okay
109:00
Speaker 1
Ah, yes, much better maybe we can check the speed.
110:00
Speaker 2
Alright. Do you want me to bring the laptop upstairs? Leave it down there. Okay. No worries. [silence] [silence] [silence] [silence] [silence]
110:00
Speaker 1
Okay. Okay. And how's the node, ma'am? What's the that's that's like of the second child node? Yeah, the up. Yeah, on the third floor, is it already white or still flashing red? Okay.
111:00
Speaker 2
Okay, I'm upstairs, still flashing blue.
111:00
Speaker 1
[silence] So, I'll get connected to up all mode now. Measure the speed test. Yeah. It's actually connected right now to the Apple node. There. It switches to Apple mode.
112:00
Speaker 2
It's connected to the one we just moved downstairs. Oh, yeah, the one we moved upstairs. That's right, that's right. Sorry
113:00
Speaker 1
That's okay, but yes, so if we check the speed there, so there seems to be something wrong on that location because this node is getting like a good signal when we bring up downstairs and also that other node. So maybe maybe you might need to. Yeah, you can try to relocate this node trying to Yeah, because even though it's getting like a good signal on that location, but yeah, the speed seems still affected with the interference. Yeah. If you notice just won't go up. So the result seems the same with the other nodes, the other notes, the other nodes. yeah when when when we when it's in this original location. yeah so if you notice it just won't get past uh 208. yeah it's just the same. yeah you you you yeah you will you will you will you will try it on that location see if the signal will improve. oh that's not that good. it's if it's okay with you ma'am yeah it should be fine if you can okay if you can give it a try to place it from there.
114:00
Speaker 2
All right. Why don't I move it at the top of the steps then? But it'll have to be on the floor because that's not that good. Um, I could move it. No. All right. Let me.
115:00
Speaker 1
By the way, mom, while waiting for that note to be ready, mom, may I place this call on hold? Just give me a 200. [silence]
116:00
Speaker 2
This is better. Okay. (end-t-t Timeline: [1m4s587ms - 1m7s297ms]
116:00
Speaker 1
Three minutes. I'll just have to get some water and I'll be right back, okay? Okay. Yeah. I just have to place this sub-collar on that, and I'll be right back.
117:00
Speaker 2
The connection was interrupted. Yeah. Yeah.
118:00
Speaker 1
[silence] Hello man. Okay, yeah, thank you for patiently waiting and I apologize for the whole. Okay, man. How was it? What's the status right now? Is it okay, okay. yeah can you uh reconnect the laptop man? Yeah. Sorry.
120:00
Speaker 2
all right it's white but i'm gonna have to get off here shortly cause that's got training at uh six seven uh that is 12 minutes
120:00
Speaker 1
Lost connection with the laptop. it timed out. Okay, then can you rerun momma Z connect file. just go to downloads when your laptop, then rerun the file. yeah, yeah that Z connect file. under downloads. okay, yeah, thank. [silence]
121:00
Speaker 2
Okay, it's reconnected to 6G. This is a thing. Okay.
121:00
Speaker 1
Yes, yes, it's working now. Let me check it [silence] [silence] [silence] Red, red, red [silence] [silence] Okay, [silence] seems like it keep [silence] got worse in that location. [silence]
122:00
Speaker 2
did it work? Okay. Is there it is
122:00
Speaker 1
this seems not a good uh location ma'am for the router the yeah the signal yeah went up so it's not good yeah this is not a good location
123:00
Speaker 2
This is the top of the steps. I don't understand.
123:00
Speaker 1
That's what we tried. Okay. Okay. Good. Yes, I should talk to you, ma'am, after 1 hour and 30 minutes. Okay? So, for the other nodes, ma'am, if you want to use them, you can just turn them on for now. Yeah, OK? So, yes, I'll end this support session for now, ma'am, okay? And I'll go back later after an hour. Bye for now, okay.
124:00
Speaker 2
That's fine. That's fine. Whatever works for you. I'm not going anywhere. Right. Yeah, I'll have to cover it on. Okay. Yeah. All right. Thank you. Bye bye Bye Bye
125:00