V2 Rubric Detail — 0df3e626-821d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 20:21
Duration
78m 56s
Contact
916-708-8356
Issue Type
Router Setup
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137707
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp3.57/5
Overall75.3% (+19.3)

V2 Grader Summary

The agent conducted thorough troubleshooting and correctly escalated via the 5-press method for a suspected hardware fault on the WHW03, but the customer abandoned setup before confirming full resolution. Technical accuracy was mostly sound aside from LED color description errors. Communication had framing issues and incomplete effort reduction, but ownership and empathy were strong. The interaction qualifies as an appropriate escalation due to valid trigger and partial progress.

V1 Case Analysis

Customer unable to reconnect WHW03 mesh nodes after Wi‑Fi name change; resets and 5‑press pairing attempted but app setup failed due to password confusion; advised to reinstall app.

Troubleshooting Steps
  • Full reset of main node via reset button
  • 5‑press reset on child node to initiate pairing
  • Guided connection to default 'Velop setup' network using label password
  • Assisted creation of new Wi‑Fi name/password via app
  • Advised app uninstall/reinstall
Key Observations
  • Agent correctly applied 5‑press pairing method on WHW03 mesh node per KB guidelines.
  • Customer confirmed internet connectivity after node reset but app setup stalled due to password confusion.
  • Call suffered from poor call control – multiple instructions given without outcome verification, causing repeated loops.
  • Warranty status correctly identified as out-of-warranty, limiting replacement options.
Positive Highlights
  • Correctly identified need to reset main node before proceeding with child node pairing.
  • Accurately applied 5‑press pairing procedure on supported WHW03 model.
  • Collected essential device information (model, serial number) early in the call.
  • Acknowledged customer frustration and maintained polite tone throughout extended troubleshooting.
Agent Errors / Gaps
  • Did not create or reference a HappyFox case number despite being required for protocol.
  • Gave inconsistent guidance on password types (confused Wi‑Fi password with router admin password).
  • Failed to confirm outcomes after critical steps (e.g., post-reset connectivity, successful app login).
  • Provided vague next-step summary ('uninstall/reinstall app') without concrete follow-up plan.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer connected the node and regained Wi-Fi access but abandoned app setup before confirming full network functionality; issue not fully resolved but significant progress made.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through power cycle, factory reset, 5-press method, node replacement, and app-based setup — all relevant and logically sequenced steps for mesh failure.
R3 Met Correct resolution path conf 95%
Agent provided full troubleshooting despite OOW status, correctly avoiding dismissal and offering best-effort support per policy.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (solid red lights, no Wi-Fi), asked about ISP, node count, reset history, and password — leading to logical root cause investigation.
T2 Met Appropriate tools / resources used conf 90%
Used correct tools: physical reset, 5-press escalation (valid for WHW03 per KB), LED status checks, and app guidance — all appropriate for the scenario.
T3 Partially Met No misinformation conf 85%
Agent described expected LED colors as 'purple or magenta' and 'pinkish red' — not standard for WHW03, which uses amber, blue, and solid/pulsing white; minor inaccuracy unlikely to derail fix.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained control but had multiple unexplained silences, abrupt transitions, and no clear framing of process or timeline.
C2 Partially Met Confirmed understanding conf 80%
Used simple language but occasionally assumed knowledge (e.g., 'take note of password') without confirming user understanding; no major jargon but limited adaptation.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and persisted through extended troubleshooting despite customer frustration.
O2 Partially Met Proactive follow-through conf 80%
Provided next steps (reset, 5-press, reconnect) but did not set a timeline for engineering follow-up after escalation or confirm callback expectations.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Performed 5-press method on WHW03 — a valid escalation path for suspected hardware fault after failed resets, per universal_5press_models.md.
E2 Partially Met Escalation prep & handoff conf 90%
Executed correct escalation path (5-press) but failed to inform customer that an LTS ticket was generated or when to expect follow-up — missing key communication.
Customer Experience
X1 Met Customer effort minimised conf 95%
Repeatedly apologized, acknowledged difficulty, and remained courteous despite long duration and customer frustration.
X2 Partially Met Tone & rapport conf 80%
Matched customer’s pace initially but became repetitive; limited comprehension checks during complex steps like password entry and app navigation.
X3 Partially Met Overall experience conf 85%
Customer repeated information (e.g., serial number, node status) and performed multiple resets, but agent did handle some actions remotely (e.g., guiding app use).
Call Transcript134 turns · 146 lines
Speaker 1
This is Tim Warren. So I'm trying to, I have a new network name for my mesh system and I'm trying to to hook it up and it says it won't even recognize my router. Go on. Yeah, I need to get in there and change the network name.
00:00
Speaker 2
welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] hello. Thank you for calling linksys technical support. This is Charmni. May I assist you with today? Mm-hmm. Yes, sir. How may I assist you with ? [silence] Oh, I see. All right. So you want to access the linksys app?
00:00
Speaker 1
Name. yes. correct. Yeah. The model number is WHW03. And then you want the serial number? 20 J 1 0 C 6 2 7 4 4 1 6 8. Xfinity. Uh, I don't know to tell you the truth.
01:00
Speaker 2
I see. All right. And just to confirm, so you're using your phone, right? Can you provide me the model number and the serial number first of the Linksys router that you have? Yes, yes, please. All right. And also, may I know, sir, who is your internet service provider? Xfinity. All right. And your phone is connected to the Linksys Wi-Fi, correct?
01:00
Speaker 1
I mean I I um I'm accessing the the network. Yes, I guess that is accurate. Um all the nodes are red. Right. Well, Xfinity changed my network name. So yeah, I'm sure nothing's communicating um because it's on the old network name and I want to switch it over to the new network name. That's that's my issue.
02:00
Speaker 2
Can you tell me sir what's the light status of your main node the one that is connected to your modem? All right, so solid red it means there's no internet connection. Uh, when did this happen sir that you don't have internet connection or Wi-Fi connection? Mhm, got it. All right, when did
02:00
Speaker 1
Uh, two days ago. Um, I I have an internet connection. It's just that my, so my mesh system is not connecting. The router is connecting, but the mesh system is not. I'm gonna, um, I have um one i have two nodes and then the the regular the main node.
03:00
Speaker 2
but how many mesh um system do you have there or how many mesh routers do you have I got it one moment here
03:00
Speaker 1
Yes. Yes. Well, all I'm. Yeah, I mean, I could, I could do this myself, but, but, like I said, my, uh, the Linksys app is not recognizing my router. It just says there's no router available. Um, what the WiFi name? I'm a little unclear on what you mean by that. What, how would I know what my, my Wi-Fi name? Um, I mean, I have one here that's, that's _vlo setup 48. [silence] [noise] I can't, uh, I just need the password. [silence] My, my password is. [silence]
04:00
Speaker 2
Alright, one main node, the one that is connected to your modem and two child nodes. And both three nodes are solid red. Okay, and what troubleshooting have you done so far, sir? Only accessing the app? Okay, I'll may know sir what the Wi-Fi name of your Linxis mesh router.
04:00
Speaker 1
C, is that what you mean? Or, or the name of my network? Okay. Okay. Yeah, I've, I've reset the router several times. Um, I turned the entire system off for, oh, God, 30 minutes, maybe? No. No, I, no, no, I didn't press the reset button. I turned the system off. Correct.
05:00
Speaker 2
4821. I see. Yes, that's the Linksys default WiFi name sir or the default network of the Linksys. Did you press the reset button of this router sir? How long did you hold the reset button? I mean so you press the reset button for how long? Is it one minute, two seconds? [silence] But did you just unplug it?
05:00
Speaker 1
So, yes, I had um I've never no you correct yes, that's right, I have not changed it. Again, the only thing that's um I'm not sure what you mean by that, yes.
06:00
Speaker 2
And then you set it up before, sir. You didn't change the WiFi name of this. You leave it as it is like what is printed on the label. All right. So, you're just using its default setup ever since. Okay. And can I connect your phone to the default setup of WiFi or network? Like go to the WiFi settings in your phone and you mentioned that you see develop setup on the WiFi list, right?
06:00
Speaker 1
No, the velop is not showing up on my Wi-Fi list. I'm sorry. [silence] Yeah, it's not on the list anywhere here. [silence] Okay. So, [silence] well, my question then is how do I connect to the Link Systems network?
07:00
Speaker 2
It's not showing anymore. It's not showing anymore on the list. uh, is for you to access the app, uh, you should be connected to your lynx, um, network. That's why you cannot access it. Right. So, that's why I'm asking, sir. Um, when you, uh, set it up before, if you change the the Wi-Fi name or customize the network name of the then, or you leave it as it is as Velo setup. But you just confirm that you leave it as it is. It's still
07:00
Speaker 1
Yes, yes, correct. Okay. Now, my question is, am I going to, am I going to need access to any of these to the main node because I have to go get a ladder, it's up in my attic. Okay. Okay. Can I ask you to hold on just for a moment- [silence]
08:00
Speaker 2
Like a Velop set up, right? But right now, developed set up is not showing on the list anymore. All right. So here's what we can do here, sir. Uh we will reset this router or this developed router and then set it up again. All right. So we will just focus first. Jessica: Yes, sir. We need to access the main node. We should focus it, uh to this main node. And once the main node is online, sir, and confirm that it's working, then that's the time we will continue to the other nodes.
08:00
Speaker 1
Should I go get it? Okay, I'll be right back. OK, I have the ladder. Should I get the road down? [ silence ]
09:00
Speaker 2
[silence] Yes, sir. So this know the.
10:00
Speaker 1
yes. Okay. Hold on a second. because I'm getting a damn.
11:00
Speaker 2
All right so yes please and but sir it should be connected to the modem sir for us to set it up. All right so... and also sir double check if the cable is properly plugged in okay so we will reset this uh main node and set it up. Slightly press it. Mm-hm.
11:00
Speaker 1
Okay, I have the nodes. Yes. Okay.
12:00
Speaker 2
All right. And also sir, just to confirm sir, is it still connected to the modem? All right. So there is a wire on it. A wire to the modem. Kindly press and hold sir, the reset button of this node until the light went off and release once the blue light is showing. Make sure the light went off first and the blue light showed up. Then that's the time you let go of the reset button. All right. Let go of the reset button please. And we'll wait for about two to three minutes until it's done rebooting and the light status should change to solid purple or a magenta. Tell me once the light turns solid, right? And also, sir, while waiting, kindly provide your first and last name again and also your email address. Too much. But so it got it. Thank you so much for providing me your information true and also your phone number is 916708 8356. This is your best phone number in s the call get disconnected? Right. Thank you. So, let me, let me create a quick record for you here while waiting. And also, sir, upon checking here, your device was already out of warranty. So what I can do is we can assist you on how to troubleshoot it. But in case your devices are defective or not working anymore, we could not provide a replacement or a refund for this router. All right. Thank you so much. What's the light status of the node right now? Um, There's blue, blue.
12:00
Speaker 1
Yes. Let me refresh it, but no, it's not showing it this time. Let me look.
17:00
Speaker 2
All right, so the light sat there is still solid blue, right? Can you check your phone, sir, if you can find or you you find now the belop set up on the Wi-Fi list, if it's showing on the Wi-Fi list. All right. I guess so, it's not showing. [silence] All right. Can you press it again?
17:00
Speaker 1
yes on on the modem or on the node just yes [silence] No, the light's still blue. Yes, very faint. How are you?
19:00
Speaker 2
the light went off sir still solid blue okay if that's the case sir i am i think there's a hardware issue with this node so what we can do here is kinda grab another node sir or the child node and we'll make it as a new main node
20:00
Speaker 1
OK, here's another node. OK, so I'm undoing the child and you want me to go replace the main node with this? OK. Yep. Hang on a second.
21:00
Speaker 2
All right, kindly unplug it from the modem sir, the old node and connect this new node for this child node. Yes. [silence]
21:00
Speaker 1
Let's see here. Okay I've done that. Uh
22:00
Speaker 2
Alright, so do you know what's the light status of this new no credit that you plug in? Is it...
22:00
Speaker 1
very faint uh no it's a very faint blue I'm not sure what you're calling an adapter I didn't change anything I mean I just switched the nodes Um and uh yeah I just I used the same power source Yes. Correct. [silence]
23:00
Speaker 2
Did you swap the adapter also? Or did you use the same adapter? I'm the what I mean? The power adapter. Did you use the same power adapter? I mean that adapter that is connected to your node, sir, that you connected to the power source. Did you use the same adapter?
23:00
Speaker 1
yes I use the same adapter well no I use the adapter that was originally on here now it's blinking red yes okay okay so the light went off all right I've done that it's a very very light blue [silence] a problem why [silence]
24:00
Speaker 2
or did you change your username? That's blinking red. So, finally, reset this child node, sir. All right. Press and hold until the light went off. And release once the blue light is showing. All right. Release the reset button, please. Okay. Let's wait for two to three minutes, sir, and let's try to check what's the light status after. Right. Did the light went solid blue now or a blinking blue? All right. See you. [silence] Mhm. [silence] Mhm. [silence]
24:00
Speaker 1
It's it's not um, it's not blinking. It's just very, very faint. Okay.
25:00
Speaker 2
All right. so very very light solid too, or is it a fading looser? Mhm. Mhm. Okay. let's try to wait for two minutes there and let's check if the light will change.
25:00
Speaker 1
okay now it's red yes um no it's pinkish red okay
26:00
Speaker 2
[silence] Is it solid? [silence] All right. All right. So it's pinkish red or a manto or just red. Okay. So the next step is can we press the reset button again but this time press it five times like press release. [silence] Press and release for five times. Not too fast and not too slow.
26:00
Speaker 1
OK now it's yellow it's blinking it's blinking yellow. OK V-lop, V-lop setup is showing up now on my networks. yeah find it here [silence]
27:00
Speaker 2
All right. So it means, all right, it's so that's okay, sir, that's normal. It means it's now communicating to your modem. And for now, let's wait another two to three minutes and if it is successfully connected to your modem, the light of this node will go or will show salute. It'll turn send salute. I can, can you provide the S number of that one of that node? [silence]
27:00
Speaker 1
It's, uh, the serial number that was, the serial number I gave you, originally, so now I have to Velop setups. networks. Uh, no, I unplugged it completely the old one. So my light now is solid green and I have [silence]
28:00
Speaker 2
All right. So two valve setups are showing. So, just to confirm, sir, one, I mean, the old main node, did you unplug it from the power source or not? You just unplug it from the modem. Okay. Let me see. All right. So, yes, can you connect to the valve setup and see which valve setup is the default Wi-Fi name of this? [silence]
28:00
Speaker 1
OK, it says right now, join Velop setup and then it says enter the password to join this Wi-Fi network. OK. Let's see here.
29:00
Speaker 2
You will find it under the router printed on the label. All right. Enter the password. It's printed on the label sir. Under the router.
29:00
Speaker 1
Okay, I've entered it. It hasn't connected yet. It just says joining. Now it said incorrect password. Now, I believe I could be mistaken, but I think I changed the password for this router. Should I try that password?
30:00
Speaker 2
uh huh how can i connect uh huh all right try to check sir and input the correct password try to check if you input the correct one um you did not change it sir because the reset did [ silence]
30:00
Speaker 1
Okay. Let me try it again then. Here we go. Okay. Okay. Okay.
31:00
Speaker 2
So the password and the wireless name should be on the one that is printed on the label itself. All right. It should be the password of the node that we are working on right now, the one that you just plug in. All right, double check first if you input the correct password. Make sure if it's zero. I think there's no level on the password.
31:00
Speaker 1
Okay. I have to start again because when you talk, I forgot where I was. Here we go again. One, two, three.
32:00
Speaker 2
If there is a zero sign,
32:00
Speaker 1
Yeah, it says incorrect password. for V-log setup 48C. So the other VELOP is not showing any longer. It was there, it's not now. Sure.
33:00
Speaker 2
All right. So don't connect to the 4800 Series, that's the old Wi-Fi name or that's the Wi-Fi name of the old current network. Can I select the other volip setup sir? view. All right. Can you turn off and on your Wi-Fi, I mean your phone?
33:00
Speaker 1
Yeah, it's only that one. 48C. Boy, that's weird.
34:00
Speaker 2
no WLAN networks available. Could you double check if what's the Wi-Fi name? Are either on that node with the blue light status? double-check, what's the Wi-Fi name under it? [silence]
34:00
Speaker 1
the loss. it can kill. up. up. Yes. Correct. Yes. No. the serial number that I gave you before is for this node that's actually working. Correct. Yes. Correct.
35:00
Speaker 2
And that's the note with solid blue light on top, right? Right. And also that's the password that you try to input. Me. No fault. Because, let me see. Because the serial number that you provided to me earlier, Sir, that's the serial number of your old main node. Am I correct? All right, so this is for the child node since this is your child node that we're working on.
35:00
Speaker 1
the child, the child node the The password ispassword is really hard to read dot I mean, uh, I'm gonna, I'm gonna take a picture of that and enlarge it So hang on a second OK, the password is two F L J R V N C G K Yes
36:00
Speaker 2
okay, can you tell me what's the password on that one? Let's try to check because it's key sensitive. Um, let's try to check if it's the correct one. Yes. All right. So yeah. 2 F.L.J.R.V. NCK.
36:00
Speaker 1
okay,put that password in. Okay, because before I was doing the password on the modem,not the not this. Oh it should be the node password. Okay well I didn't know that so let me.
37:00
Speaker 2
All right, let's, all right so try to input it again sir. As a password. Yes. Oh, I see, it should be on that. No sir. And the wife's. Yes. [ silence ]
37:00
Speaker 1
Got it. Let me put you on hold. [silence] Yep, it checked in and we're good. It went through.
38:00
Speaker 2
All right. So, kindly open any application or website and see if the Internet is working.
38:00
Speaker 1
Okay, the Wi-Fi is working for sure. So does that mean, does that mean I'm done? Does that mean it linked with the network on my modem?
39:00
Speaker 2
So check if the internet is working, and also before you do that one, make sure that you turn off your mobile data or your cellular data so that we can confirm only the Wi-Fi is working. [silence] Yes, your router now is linked to
39:00
Speaker 1
correct. I mean, I changed the network password. And I thought that that's why everything was not connecting any longer. But I could be wrong. I mean, it looks as if things are working. Right. I mean, I will. Yeah, I don't need to do that right now. I've done that before. I mean, I know how to do it as long as the this one my new main node has kind of made the handshake and they're connected. Um, I think I'm in business. I
40:00
Speaker 2
madam and you mentioned that you want to change the WiFi name and password earlier right that's why you want to access the app right so since you have a new main node sir sir so the other node is now disconnected to the network so you need to connect it back to the network sir or do you want to connect it back to your network
40:00
Speaker 1
I think that that's what I was worried about. Now, Okay. Okay. I'm in the app right now. And it says, allow Linksys to find Bluetooth devices. Okay. Connect the router to your modem or source of internet. Done. It's connected. Plug additional nodes into power near the router. Okay, that's my next step. Okay. Node light is solid. Now it says checking for the internet.
41:00
Speaker 2
Right. Let's try to access the after so that you can easily add the child node after. All right. Mhm. Allow. Mhm. Done. Mhm. Next. Mhm. Yes. Next. All right.
41:00
Speaker 1
Okay, it says the link sys cloud is temporarily unavailable. You will need to connect your new linksys router's Wi-Fi to proceed with setup. Then it says show me how. So, on the screen, it prompts me to create a router password. Is that okay to do?
42:00
Speaker 2
Yes. So, since the cloud is not— we already disconnected or stopped the cloud, sir. So, you need to access the app using the router password, not the Wi-Fi, not your email and your password. So, yeah. You need to create the router password.
42:00
Speaker 1
[crosstalk] Anything I want? Right. OK. OK. Now, it says use the same Wi-Fi settings as Charlie One. Now, Charlie One was my old network name. That's not the network name anymore. So, I'm going to go no, create new Wi-Fi settings, right?
43:00
Speaker 2
Yes, but it should consist of 10, a maximum of 10 characters, one uppercase, one lowercase, a special character, a number, and it should not be repeated. No repeated numbers, no doubles and special characters. Mhm. [silence] Yes.
43:00
Speaker 1
Okay, okay, almost done. Now, as I'm naming my Wi-Fi, do I do I use my new network name there or do I give this a separate name? [silence] That's what I'm asking. Should I use... So again, I changed my my network name from Charlie to Charlie XFF ORF. That's just my network name with Xfinity. Okay, good. That's good. Gotcha.
44:00
Speaker 2
Which name should you Use, sir? For that one, sir. The xfinity Wi-Fi and the Linksys Wi-Fi name should not be the same because the app will be confused if which one is your, the Linksys's network. So, it should be different from your xfinity.
45:00
Speaker 1
Okay, I have to check a password here. Would I have lost. Connection to the internet while I'm doing this. OK. So I'm, I don't ever put my email password in there. So I'm trying to remember what it is. I'm trying some different ones again. OK. OK. I'll skip. OK. Now it's just said, take note of your WiFi name and password. OK. So I've just my WiFi password and my WiFi name is [silence]
46:00
Speaker 2
Because you changed the WIFI name and password. And make sure, sir, you'll write down the password that you just created or take a note of that. Or take a picture because you need to be connected to the network you created after. You can skip the skip for now, sir. Yes, take note of your Wi-Fi name and password.
47:00
Speaker 1
okay. [silence] okay, select the Wi-Fi under settings menu, find and tap on Wi-Fi. [silence] Yes, not the VLOG 48C. okay. [silence]
48:00
Speaker 2
password or because you need to connect to that Wi-Fi name and password that you created. Yes, you go back to the Wi-Fi settings in your phone and find the available networks you created. No sir, since you already change it. You need to find the network you create that [silence]
48:00
Speaker 1
Oh, crap. Okay. So this the one I made just a few minutes ago, right? Yeah, I don't see it in here because I I didn't finish that process. Yes, correct. Just start. Yeah. [silence]
49:00
Speaker 2
Yes, yes sir. Before you go or you're out, than sure to enter your username or your email and your password, it asks you to create a Wi Fi name and password correct? OK, what's the Wi Fi name you just you enter on that search you mentioned you create it? And how do you access it sir? Um, you go on YouTube videos, you should have access.there's an option with an internet, an internet icon, no internet icon.
49:00
Speaker 1
Just Charlie. I did not take a, just, I just, I just, I just, Charlie, just because I've, I know, oh, it's pretty simple, the password is my usual password and the, name of the network is just Charlie. uh, uh. So I do not see it here. uh.
50:00
Speaker 2
Charlie, try to turn off your wifi, sir, and then turn it back on. Did you take a screenshot of that page? It mentioned you take a note of the wifi name and password you created, right?
50:00
Speaker 1
So, it's the regular network I use. [silence].
51:00
Speaker 2
what's the network name showing, sir, on the list? okay, let's see.
51:00
Speaker 1
I yes sir yes s the yes yes the yes sir Mr. sir those son was connected to it
52:00
Speaker 2
Alright, so it's not showing there, maybe, um, how about the Belap, sir? Is it still showing on the list? Alright, are you still connected to that WiFi name? Uh, what I mean is, so are you connected to that, is that the WiFi name or network name of your Xfinity? I'm try-- to connect to the, uh, Belap. Yes, reconnect to the Belap. alright, and is it, does it say it's connected?
52:00
Speaker 1
Yes ugh, yes, there's a check mark there. Okay, it says it's going through all the, it says complete setup right now. Okay, now it says go your settings.
53:00
Speaker 2
All right. Can you go back to the app, sir? And retry. Once you're on the app. All right, so yes. Complete setup. Okay.
53:00
Speaker 1
Let's see here. Yes. So now I'm at the screen that says choose your nodes network. It says return to the app.
54:00
Speaker 2
all right what does it shows can you click next all right click next let's try to check all right when you click next you are routed back to that screen all right go go back to the Wi-Fi settings and see if um you find the Charlie network you created [silence]
54:00
Speaker 1
no, it's not here. Correct. Yes. Correct. Okay. So it just says return to this app. Okay. You know, okay, try it.
55:00
Speaker 2
[silence] And you're still connected to the network. Okay. Did you turn off and on your Wi-Fi already? Until your devices are not showing. All right, go back to the app, sir, and tell me what are the other options you see? Mhm. What else?
55:00
Speaker 1
Now, should I do that? Okay. Try it now. All right. Says, "Connection not detected." Okay. Yeah. That worked. Okay. Um, it says, "Look under your node. Take note of the Wi-Fi."
56:00
Speaker 2
Yes. Yes. Let's see. Okay. Alright. Try to choose the Charlie, the other Charlie, sir. Try to connect to that network. and access the app. Alright, what does it show, sir on the app?
56:00
Speaker 1
Name and password, go to settings, Select the Wi-Fi, choose your node's network. Yes. it said, after it said, choose your nodes network, it says step five, return to this app, exit settings and open your link sys app. There are no other options, it just takes me all the way through this again.
57:00
Speaker 2
All right, next is there an option for you to go next? and next. What else? What are the other options? Okay, here's the thing, sir. I think you there's some um issue when you change your
57:00
Speaker 1
okay it's still blue [silence] gotcha [silence] all right so [silence] okay the lights off [silence] okay
58:00
Speaker 2
SSID, since you did not take a note of that. You need to reset again the nother. All right, press and hold the reset button again and we will set it up again. Yes, since because we cannot access the apps if you are not connected to the routers. So, press and hold, sir, until the light went off. All right. Release and wait until the light change to pinkish red. Let's give it about two to three minutes since it's uh it's rebooting.
58:00
Speaker 1
Did you want me to press this thing five times again or no? Okay, it's still very faint blue.
59:00
Speaker 2
What's the light status? After if the light turns to pinkish red or a solid pinkish red. All right.
59:00
Speaker 1
Okay, it's um, it's solid pinkish red. K it's yellow. Hmm. okay, it's um,
60:00
Speaker 2
All right. Mm-hmm. It means that it's so um communicating.
60:00
Speaker 1
Okay, someth blue. Okay, it's really connected, it didn't ask for.
62:00
Speaker 2
All right, connect to develop setup again, sir. All right, I Okay, first close the app and then open it.
62:00
Speaker 1
Okay, so it said, it opened to ready to complete setup. Does that mean I did not close it correctly? Okay. All right. All right, here we go. All right, it's connected.
63:00
Speaker 2
Yes, you did that, close it correctly, uh, first close it and then open it again. [silence]
63:00
Speaker 1
Green line is solid checking for the internet and I'm going to create new Wi-Fi settings Right No, it says name your Wi-Fi. Yeah, that's what I'm doing this time. Okay, I'm right down
64:00
Speaker 2
Yes, Max. Mhm. Yes. If you'd like a new Wi-Fi name and password, is it a Wi-Fi name and password or the router password? All right. So, yeah, you need to create a new Wi-Fi name. It should be different from your Xfinity name.
64:00
Speaker 1
Okay, I've done that and now password. Okay, so it changed the Wi-Fi name it changed it to v-lop setup 48 C. It's still I'm doing name your Wi-Fi and it populated Wi-Fi name with I had a name in there and I was doing the password. It gave me a separate name and a separate password filled it in.
65:00
Speaker 2
All right. Write down also the password. Um, on what page are you now, sir? What does it show? All right, is it two point four and a five?
65:00
Speaker 1
I'm not clear what you mean. it says VLOP the WiFi name it's now naming VLOP set up 48C and the WiFi password is the actual. Let's look here. Yeah, it's the actual password that's on the node. I'm correct. And it says name your WiFi pick something memorable. WiFi name, WiFi password. I was filling that in and it changed the WiFi name and added the password from the node. It just did that. It populated it. Okay, so my new [silence]
66:00
Speaker 2
The Irene's Owen on the page [silence] [silence] [silence] [silence] [silence] It only says [silence] create a WiFi name and password [silence] [silence] all right, try to enter again the WiFi name and password [silence]
66:00
Speaker 1
this is my new stuff not what did put in here correct yeah as soon as I start typing the path or it populates again with vlog setup 48 C and then the from the bottom of the okay
67:00
Speaker 2
Okay. Yes. Oh, I see. Okay, so just click next, sir. We will change it later once you are on the dashboard.
67:00
Speaker 1
Okay, so, here we go. Next. Continue. It's back to my email. Okay. Okay. Now it wants my router password. Love. No, it says, create. And this one is not the, uh, the Okay, so I can do virtually anything.
68:00
Speaker 2
Three. Nothing to file. Okay, so yeah, kindly. input router password and is it asking for you to create router password or asking for a router password. All right. So yeah, create a router password again. You can use the same. That's not the one. Sorry, the Wi-Fi password. All right. Nothing. Again, could you remove my past audio File and change? Huh? What part?
68:00
Speaker 1
OK. Yes. Yeah. Got it. All right. Now it says configuring your Wi-Fi network.
69:00
Speaker 2
Yes. You can use the same router password that you created earlier, sir. One uppercase, lowercase, special characters.
69:00
Speaker 1
Okay. now it's looking for the child nodes. And they're all over my house. I mean, I don't have them down here. It's not gonna I wouldn't think it's gonna find them, but it might. Okay, so it says, your network, my router, and then it gives me the option, next or add more nodes. Okay. Okay. Okay. It says, go to dashboard. Okay. Two devices, one node. Okay.
70:00
Speaker 2
All right, uh no worries. No worries. Um you can add it later on. Next. Yes go to dashboard
70:00
Speaker 1
Yes. Yes. All right, I've done that. Okay, so the Wi-Fi name it's giving me is vlopzETup 48C, that's not what I want, correct? Okay. Okay. All right, I've done that.
71:00
Speaker 2
All right, so you are now connected. So you want to change your Wi-Fi name and password, right? Click the three lines there on the upper left corner and tap Wi-Fi settings. Yes, you can delete that one and then input the Wi-Fi name you want. And then for your password, you can input the new one.
71:00
Speaker 1
All right. God dang it. All right. So as soon as I I was doing that, it it populated again with the Log Setup 48C as my Wi-Fi name. [silence] So it still thinks that the V-Log Setup is my Wi-Fi name. Okay, that worked. And Let me get this out of here.
72:00
Speaker 2
First, let's try to change the Wi-Fi password and less as the Wi-Fi name. Let's try it that way. Once you're done, click save.
72:00
Speaker 1
Okay. It says restarting your Wi-Fi. uh, I do not see it in here.
73:00
Speaker 2
All right. Is it still loading, sir? Right. Kindly go to the Wi-Fi settings in your phone, sir, and see if you now find the network you created.
74:00
Speaker 1
let me turn off and turn back on again. God, this is frustrating.
75:00
Speaker 2
All right, so, so, so, so network that we created this.
75:00
Speaker 1
Yes, that's correct. Yeah, it's still spinning here saying, restarting your Wi-Fi. So should I close the app and reopen God, we were so close. I thought I had it. Dog don it. Yeah, it says it's getting router settings and it's just spinning here. Is my, should I be on the Velop network? All right. Yes. Okay. I, this is just, this is crazy. I'm going to stop here because I'm taking over two hours of your time, H Thank you. And I really appreciate your help. Thank you again.
76:00
Speaker 2
right did you access the app again sir they just yes it's you should be on the develop network all right so is it still um spinning sir
77:00
Speaker 1
time. And I'm just gonna, I have enough to just keep playing with this for a while. And if I can't figure it out, I'll just I'll have to give you guys another call for support. But this is, I apologize. I'm so sorry that this is taking so long for you. Yep. Nope, that's what I'm going to do. That's what I'm going to try. Okay. Well, again, thank you for your time today. Okay. My.
78:00
Speaker 2
I see. All right. No worries regarding that one, sir. And I do apologize also with regards to that, but you just uninstall and reinstall the app, sir, and then try to access it again later. All right. Mm-hmm. All right. You're welcome, sir. Thank you so much also for your patience, sir. Bye for now.
78:00