V2 Rubric Detail — 0ec63c6a-79a4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 01:34
Duration
90m 39s
Contact
Thomas Donovan Sr.
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00013870
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall79.0% (+23.0)

V2 Grader Summary

The agent successfully restored the MX6200 mesh network by guiding the customer through resets, recovery mode, and adding the child nodes via the web UI. All major troubleshooting steps were performed, the issue was resolved, and the interaction remained courteous, though the call suffered from occasional disorganization and some repeated customer effort.

V1 Case Analysis

Customer reported MX6200 mesh nodes offline with red/blinking lights. Agent guided 5-press reset on parent node, accessed myrouter.info, reset child nodes via UI, and re-added them using 'Add Wireless Child Node'. All nodes returned to solid white and internet restored.

Troubleshooting Steps
  • Performed 5-press reset on parent node
  • Accessed router UI via myrouter.info
  • Reset child nodes via physical reset button
  • Re-added child nodes using Add Wireless Child Node function
Key Observations
  • Agent initially gave wrong URL: 'nor a dot info' instead of 'myrouter.info' at [47:00].
  • Agent misspelled support website as 'support.linkszis.com' at start of call.
  • Agent used incorrect term 'fibpress' instead of '5-press' at [74:00], indicating knowledge gap.
  • Agent failed to confirm access to myrouter.info before instructing reset steps, leading to confusion.
  • Agent eventually corrected support URL at end of call, providing accurate self-help path.
Positive Highlights
  • Correctly identified MX6200 model and applied valid 5-press reset procedure on parent node.
  • Successfully guided customer to reset and re-add child nodes via myrouter.info UI.
  • Collected model number and serial numbers from customer, supporting case documentation.
  • Eventually provided correct support.linksys.com URL for future reference.
  • Persisted through complex troubleshooting and achieved full network restoration.
Agent Errors / Gaps
  • Provided incorrect router UI URL 'nor a dot info' instead of 'myrouter.info' at [47:00].
  • Spelled support website incorrectly as 'support.linkszis.com' at [00:00].
  • Used incorrect technical term 'fibpress' instead of '5-press' at [74:00].
  • Failed to verify customer could access myrouter.info before proceeding with UI steps.
  • Did not clearly summarize troubleshooting path or confirm each step, leading to customer confusion.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms nodes are solid white and internet is working; agent verifies device list shows nodes online (≈87–88 min).
R2 Met Diagnostic thoroughness conf 90%
Agent walks the customer through power‑cycling, reset button presses, recovery procedure, and adding child nodes via the web UI.
R3 Met Correct resolution path conf 90%
Instead of an RMA, the agent chose troubleshooting appropriate for an MX6200 (still supported) and followed the correct path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identifies symptom (nodes not syncing) and asks about lights/serials, but does not ask about firmware version or recent ISP changes that could explain outage, missing key diagnostic step per KB.
T2 Partially Met Appropriate tools / resources used conf 80%
Uses myrouter.info and admin UI appropriately, but fails to use firmware check tool despite troubleshooting sync issues — a required tool per universal_firmware_update.md for 'firmware mismatch' scenarios.
T3 Not Met No misinformation conf 90%
Agent states recovery key is at the 'back' of the node (transcript: 'bottom of the parent node' and 'back'), but per universal_password_login.md, it is on the 'sticker on the underside'. This is a material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent provides step‑by‑step guidance but the call contains many long silences, occasional back‑tracking and unclear transitions, making control a bit fragmented.
C2 Met Confirmed understanding conf 85%
Agent uses polite language, repeats instructions, confirms understanding, and adapts explanations to the customer’s pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stays on the call from start to finish, never transfers, and takes responsibility for resolving the issue.
O2 Met Proactive follow-through conf 90%
Agent sets clear next steps (power‑cycle, wait minutes, reset nodes, add them) and follows through until the network is back online.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required; the issue was resolved on the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent repeatedly apologizes, thanks the customer, and remains courteous throughout (“Thank you for calling…”, “I appreciate it, thank you”).
X2 Met Tone & rapport conf 85%
Agent matches the customer’s slower pace, repeats steps when needed, and checks comprehension (“Can you see…?”, “Is that correct?”).
X3 Partially Met Overall experience conf 80%
Customer had to repeat serial numbers and re‑enter information several times; some steps (e.g., multiple resets) could have been streamlined.
Call Transcript135 turns · 149 lines
Speaker 2
Welcome to links as 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. While waiting, you may also visit support.linkszis.com for more information about your product. [silence]
00:00
Speaker 1
This help can't get my router working. My router, I can't get it working.
05:00
Speaker 2
Thank you for calling links. This is Skylar how may help you? I'm sorry sir.
05:00
Speaker 1
it was working yes ma'am they just shut off uh there too ago yes ma'am um um um frontier no I have called I've called and I was uh checking my notes and I've uh unplugged it and plugged it back in I've uh uh turned the reset button pushed the reset button off for 30 seconds I've um I've uh pushed the reset button five times uh I've got it back to blue
06:00
Speaker 2
Okay, was this working before first time? Yes, actually once you had set this device. So it was working then suddenly stopped working. Okay, who's your internet provider, sir? Let me check. Okay. And have you called LinkSys before or is this the first time? Uh, we'll wait for, uh-uh, uh-uh. Uh, if I could render my services, I'd get my Q off. Uh-uh.
06:00
Speaker 1
It's been red for a couple of days now. I've got it back to blue, but it won't turn white. It's a it's a MX6200 by the way. And I've got uh I've got three I've got I've got three nodes uh and one in one uh they're all they're all MX6200 and the router is a MX6200. I'm sorry. Yes, sir. No. Two nodes, two nodes, three altogether. I'm sorry. Eight one three six two.
07:00
Speaker 2
Okay, how many how many notes do you have, sir? There are total of three notes. Right. Okay. Total of three notes. Okay. Okay. Okay. Let me just let me just write. Okay. Okay. Let me just write a record for this. Um, can I have your phone number?
07:00
Speaker 1
4325 zero. Correct. [silence] I don't use Gmail anymore. I've got another one for you. I haven't used after a couple of years, actually. My email address now is TEDS Tango Echo Delta Sierra 4823 outlook.com. 4823. No mum. No mum. TEDS 4823. [silence]
08:00
Speaker 2
Okay. All right. I was able to pull up a record here. It's under Mr. Thomas Donovan and your email address Ted10 11813a at gmail.com. Okay. What's your new um Okay. Okay. Okay. So 4843 at outlook.com. Right. So Ted's Ted's 4843. That's your new email. Correct. Okay.
08:00
Speaker 1
Yes, ma'am. Uh. Serial number is... Yes, ma'am. eight eight zero one. blue. Blue. uh. It's blue. Sun. The other two I haven't looked at. Let me go check. Go. And I'll tell you what what the other two are.
09:00
Speaker 2
three, so again number four, number eight, number two, number three. Okay, so right now, um, the device that is the node, the parent node that's connected to the Frontier modem, um, is that the node that has the last four digits of the serial number 8801? And right now, what's the color of that node? The light on that node, sir? The parent node. Blue. How about the other two? How about the other two? It's a soft piece of... of okay... and it's called... it could be that it's towered, not the answer directly. It's a, it's a
09:00
Speaker 1
I've got the same block, let me go look at the old ones. [silence] [i'm doing] Hello. You're gone. Where is my phone? There you are. Oh, it's hidden. I hid my phone for myself. The the nodes are blinking red rapidly. [silence] Do you want us? We have it written down here on. It's, the name is Velop setup 178. Now the nodes are different. Each node is different.
10:00
Speaker 2
Sir, do you still remember what is your Wi-Fi settings that you set up on your linksys router? Like, what is the name of the network? Sir, can you still remember the name of the network? Uh, because the light on your router right now, sir, the main node, it shows blue that means it's ready for setup. So, all the settings that will set up is set back to default. Is that on your notes? [silence]
12:00
Speaker 1
I did. I pressed it for 30 s and it came back blue, and then I pressed it for five times and it came back blue. But it ended up blue. It turned red and and uh then blink blue, I think it was. And then it turned solid blue. Um, err just turn the computer on. It appears to be when you sign in. Um... Uth-stop.
13:00
Speaker 2
Yeah. I don't know what happened. Okay. Again, you reset your um parent node, right? domain node you reset that node. Did you press the reset button? Mhm. Mhm. Okay, right now, um, do you have phone or you have computer? Okay, that computer, is it a laptop or a desktop? Is it wireless or
13:00
Speaker 1
It's wired I got I right now I've got a wire what's going on here uh there's there's one switch off on switch and then there's two buttons a big button and a little reset button
14:00
Speaker 2
Okay, so how about this? So I will be checking it on your computer. Oh, at the bottom of your device, the power node, how many buttons you can see it? There at the bottom. Uh-huh. Uh-huh. There's reset. Okay, can you press the
14:00
Speaker 1
big button, that's now much or can. yeah. okay. and the light is still blue. didn't change. solid blue. yes ma'am. okay. right. one, two, three, four, five.
15:00
Speaker 2
that big button in- uh just for one second. Yeah. Just one second. Yes. Just press it once. Then check the light. Does it, um still solid blue? Okay. How about this one? Can you press again the reset button five times within five seconds? Okay. Not too fast, not too slow.
15:00
Speaker 1
now it's blinking. It went to white. Blinking light. What's the center button, the big one? I haven't pressed it. Uh, it's the the big button is what what kind of button now? Uh, pair. Okay.
16:00
Speaker 2
[silence] Okay, let's wait for that. Let's wait for that. [silence] The big one is the [silence] the pair button. But if that doesn't work, then we'll do the reset. The pair button. Yes.
16:00
Speaker 1
Is management is. Hmm. Now it's sort of yellow. It is still blinking. Now it's sort of white.
17:00
Speaker 2
Is it still blanking? [silence] Alright then, so, uh, I think, uh, we'll just have to go with the recovery procedure by that show, okay? And to the, to the recovery. Um, we need to just listen to the uh, to the instruction here. Okay. Um, there are five steps to complete this recovery mode. So, um, action needed.
17:00
Speaker 1
is it's on. I guess it I presume it's working then right? Okay. Are the other ones should just pick it up right? right? Yes that's, I believe they do. I see it one.
18:00
Speaker 2
Okay, yes, if it is white. Let's wait for like another minute, sir, to make sure that stays white. No, sir, that's a thing that we need to make sure that we still have the same wi-fi password, I know that wi-fi password, wi-fi name, the one that you set up before you encountered this problem. Do you have a like a different name, sir, like a personalized name of your wi-fi. That's a thing that we need to. That's a thing that we need to set up, because if you are not be able to set it up exactly the same that you have before, then we need to reset all the things [silence] that we are going to make like the new password for the wi-fi that you have. I hope you don't mind, sir. No problem.
18:00
Speaker 1
yes okay and let me see Oh, excuse me, here, find it.
20:00
Speaker 2
this there's white. Okay, so kind of um, check your desktop right now, sir, if it is wired right now.
20:00
Speaker 1
Yes, it is. It is. No more respect. That's correct. It's, um, uh, Frontier now. That's good. Why would it let me. Let me see. [silence]
21:00
Speaker 2
[silence] [silence] [silence] check if it is online since the lights still [silence] solid, I don't solid white, right? Okay. And your new provider right now is not longer spectrum, right? Okay. Then you also change that one because it shows that on your record that's still under um front spectrum. Okay? Okay, so right now it's still blinking, right? What is the the the name that appears? the yellow band answer. The Wi-Fi. [silence]
21:00
Speaker 1
I'm trying to trying to bring that up now wouldn't accept my password okay now it's it has okay Okay and
22:00
Speaker 2
Is it your computer is starting up and not connecting? I don't know check your phone right now and see if it can. Okay. [silence] turn off [silence] Restart your computer. [silence]Wait for [silence] wait for five seconds.
22:00
Speaker 1
Yep, yep, update.
23:00
Speaker 2
Your computer is updating, right? Okay, try to check on your phone right now. While waiting for your computer, try to check if you can see there, links is set up.
23:00
Speaker 1
4th of your app, thanks this, thanks, thanks, thanks, find him.
24:00
Speaker 2
Sir, do you have the A on there? Are you using your phone right now?
24:00
Speaker 1
just now we're ten degrees [silence] at an Android that's an end point yes [silence] oh okay yep this is well uh when they oh well let me see this is ball at one seven eight velo V-E-L-O [silence]
25:00
Speaker 2
are you looking for the links not the apps are go on your phone is this an iPhone or an android phone Oh, it's the Samsung? okay alright on on Samsung right now in Samsung Fall so go to settings when you go to settings go to Wi-Fi then check if you can see there your the Linksys name Linksys Linksys setup zero eight eight zero eight zero one what's the name? I'm sorry. I'm sorry I don't have the subscription. I'm sorry I don't have the subscription can you like give that to me like you can send it on my emails can you send it on my emails? alright.
25:00
Speaker 1
set up one seven eight says i'm connected just the one yes ma'am okay well we got amazon but not working right okay okay yeah it's working but we can
26:00
Speaker 2
Yeah. Okay. Hmm. There's he only one. Okay. Go ahead and check now if you can access the Internet. Okay. Try to go to other websites. So try to search on Amazon. So I try to try to you know, search anything any product.
26:00
Speaker 1
Oh there it goes. No, that's locked—not working. OK. Yes, it appears to be working. and hopefully this term might by now, right? OK. [silence] No, this was blinking red. [silence] Let me see what the other ones are doing. [silence] And this one is blinking red. We're going to have to set them up again, aren't we? You do?
27:00
Speaker 2
Okay, try to check now the other two nodes, sir. Let's check. But before you do the reset earlier, sir, did you like, again, what is
27:00
Speaker 1
The network name is, um, the password? Um, yes, ma'am. That's what I've been using. Now, I do have another name as the password, but the network thing is that vella 178. It's on the [silence] router. I haven't changed that. [silence]
28:00
Speaker 2
The network name that you set up, yes. No, the network name. are you using the default name with this dev set up? or i'm just kidding or [silence]
28:00
Speaker 1
uh it's in the next room no that both of those nodes are blinking red can i can i just switch it off on the nose now switch because the the plugs i can get to the plug on one of them but i can't get to the plug on the other one so i can just just switch yes sir well i'll do that uh okay i didn't quite remove this thing out of the way let me
29:00
Speaker 2
okay, how about, sir, which node that is nearer to the current node, sir? okay, can you turn , right now you are on the third node, the farthest node, right? can I turn off both nodes, sir? yes, yeah, just, just turn off the just, just turn it, the switch okay, if after the power cycle, sir, if
29:00
Speaker 1
Okay. Let's switch it off. Leave it off for a minute or a few seconds. No. You're going to turn the other one off. This one is off. Okay. Yes, it is. [silence]
30:00
Speaker 2
It's the same the light is blinking then we need to reconfigure or we need to reset this node as well and then um, connect it back to the network. [silence] Mm. Here's the thing sir. Both nodes are now off. Right? Okay, so we turn off both nodes and then we leave it unplugged for like maybe 30 seconds and then the first node that we're going to turn off, the first child node is the one that is much nearer to the parent node. So both child nodes are now on.
30:00
Speaker 1
Both of them are now off. Okay. All right. It's back on. And it's blue at the moment. Oh, wait a minute. Is he supposed to be doing this? Right? [silence]
31:00
Speaker 2
[KEEP_UNCERTAIN] Okay, yes. We will check use this computer to get it right. Okay, please um turn on now the newest now to the parent. I don't think it's already connected. The computer is already connected. To one of the four ports. I think we get some port. Okay. Alright, if your computer is running on Windows 10, okay, let's just wait for a minute or two before we turn it back on. I'm sorry. Uh a minute or two before it's I'm sorry, sorry, sorry. Uh let's wait for two minutes uh a minute or two to like wait until it fully boot up because sometimes it's take um
31:00
Speaker 1
Let me see. [silence] Can I turn the other one back on now? Okay. [silence] All right. [silence] Parent node is still white. [silence] This one's still blinking blue. [silence]
32:00
Speaker 2
a couple of minutes to like fully boot up because once it's booting up, it will still scan the network if it's able to detect the parent node. I'll just wait for this note, sir.
32:00
Speaker 1
It's blue. Do you still sell the MX-6200? Okay.
33:00
Speaker 2
Are you still blinking? Okay, Are it read or it blue? Yeah, we're we're, you know, we're actually not connected to any or most people right now. Um, we don't directly sell it anymore, sir. You may try to check on Amazon. Or you may try to check at local stores if they're still available. But for us directly. [silence]
33:00
Speaker 1
this this one is could this one is through white so and solid so let me let me go turn the other yes now. I'll go back and turn the other one. Turn the other one on now. [silence] All right. And it's came back blue and [silence] and um yes and it's blinking blue. Good, good, good, [silence] good. This model now this one isn't this one never was your best best model this is a uh 7 six. This is a six. This is a there's a seven.
34:00
Speaker 2
it's a white. okay. All right. same thing. We wait for like a minute or two could be three minutes.
34:00
Speaker 1
I should've bought but I didn't yeah. You got new models now since the last time I called.
35:00
Speaker 2
under under under network options okay so you choose this model you may try to check um um I'm not sure if it's still um since we are not sure if they're still available there are still stocks in it you may try let me check let's check can try to check our mbe 7000 or it could be are um L N 1400 or L N 1600 they are all our uh Wi-Fi 7 supported routers.
35:00
Speaker 1
Then we're blinking blue, Yes. and now it has turned white. Great absolutely great.
36:00
Speaker 2
Okay. So, still blinking blue. Okay. okay. Okay. So we successfully added your device back to the network search. So basically, to earlier by setting up the parent node we just do the five press
36:00
Speaker 1
uh-oh. yes, ma,am. this is this uh the closest node just turned red. it's close it's the closest and the parent node is still white. why did that turn red? could I do it again? should I turn it off? let me. let me. do you see. yep, it turned red too. both both nodes turned red and the parent node is still white.
37:00
Speaker 2
set up okay and then it automatically um setup and then we just turn off turn on your nodes the child node so that it will just reconnect back to the network okay. So is there anything else sir? This one the third node. Mhm um hold on sir. How about the third node? Okay. it turns red.
37:00
Speaker 1
Yes, ma'am. That's where we started. That's back where we started. It was, no, it was solid red. When we, when I called you initially, when I first called you, they were red and so was the parent node, but
38:00
Speaker 2
Solid red right now. [silence] It doesn't show the internet under it says now internet. [silence] J earlier, it was blinking or solid red. It's blinking, right? [silence] Okay, so, okay, so can we bring this under?
38:00
Speaker 1
The, uh, the closest node? Okay. Ha. Okay. Well, I can do that, but it's gonna take me a minute. I gotta, I gotta find the, uh, I'll have to dig the cord out. The other one will be easier. It's just this one.
39:00
Speaker 2
is we're going to configure this node, sir. Okay, I'm both nodes, sir. We'll put it we'll bring it near the parent node. Okay.
39:00
Speaker 1
Ah, I gotta go over there. Okay, okay, okay. Mm-hmm. Oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh, oh. [silence] there right Oh, I got this one. And there we see our one. All right. I'm gonna get back to the bird. How close do they need to be as close as I can get him. and they're about a foot away is that good? Ma'am? they're they're about a foot away from the parent is that good? okay and they're blue again not blinking they are they're blinking yes no the laptop the desktop is up.
40:00
Speaker 2
Um hello sir yes, right, okay. Because uh we're just going to put it like at least like within 10 feet. Sir. Yes. Let's just wait for them. Uh like let's wait for another. Both of them both channels are not blinking, correct? And your desktop is it ready or still booting up? Okay. And check if it is online check this is wired directly to the parent node right this is Windows right with using latest windows 11 okay you upgrade it All right so just open a browser like Google Chrome then try to access if internet is working
44:00
Speaker 1
Yep, it's working, but Microsoft Edge. Hold on a second. HD.
46:00
Speaker 2
Okay, good. While waiting for that to load, sir, um, on the address bar, can you type this link? Um, you're using Google Chrome or Microsoft Edge. Okay. On the other's bar, please type this link. That's H T T P S and then colon forward slash forward slash my router. dot info. [silence] [silence] you are stuck with. [silence]
46:00
Speaker 1
That's dash info. Oops, I left space over here. My router.info. Okay.
47:00
Speaker 2
H T T P S colon forward slash forward slash nor a dot info period
47:00
Speaker 1
Your current connection is not private. Attackers may steal your information. Applications are attempting to connect to myrouter.info How do I prevent this in the future? [silence] Again, info. okay internet connected welcome enter your routers password to proceed password is S-Z-T W-R-Y. [silence] Oh, okay. ok. I got that written down here too.
48:00
Speaker 2
then what's on the screen now okay um sir try to check if you can check the passwords at the bottom of the parent node that's your um that's the password for the router okay mm-hmm.
49:00
Speaker 1
Yes. Next. And there I am. Village Network the 1789. Push next. Uh, guest network, turn on guest network, create a separate Wi-Fi network, turn that off. Off. That's off. And my choices are back and next. OK. Night mode, enable night mode to turn off.<start_of_audio> [silence]
50:00
Speaker 2
okay now on the linksys page on the uh just turn it off just turn it off the guest now i can click on next just click on off
50:00
Speaker 1
That's off, okay, here next. Got it. saving changes. Okay. develop one seven eight is ready. just finish. tap finish. Okay. your configure to configure that it uses a W.W.W. my router info tap on that. Okay, all right. your connection is not private. advanced. Okay, starting over again here. [silence]
51:00
Speaker 2
Yes. Okay, what options do you have right now? I'll click on finished. Yes. mm-hmm. B-B-R. Yeah. Click on that. Yes, can you click on that there, please? Yes. Stop on that. Yes. Click on advanced.
51:00
Speaker 1
Can you continue to my router? Info? Okay. and now I'm waiting for the gotts running around here we go log in with your router password that's the same szw-szw-remrg refining M-R-G sign in We have updated your oh this is Microsoft we have updated our password info.
52:00
Speaker 2
Yes, continue. [silence] Yes, we always... [silence]Yes, same thing, same password.
52:00
Speaker 1
For requirements to be more secure, please create a new one. Yes. You gotta have a number too, right? Okay, got it. All right. Recovery, password, enter recovery key.
53:00
Speaker 2
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] uh [silence] it asks you to change the router password. Uh [silence] Okay. So you need to create a new router password. Uh [silence] by the way this is a minimum of 10 characters, combination of numbers, letters and special characters. So at least, um [silence] one special character and then at least one capital letter and no repetition of characters. Sir. [silence] [silence] Yes. Um [silence] And please take note of this, um [silence] uh [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] Um [silence] [silence] [silence] [silence] [silence] The recovery key is still the same at the back. [silence] [silence] [silence]
53:00
Speaker 1
I don't know. I can't see them. Um, four three four seven eight. Four three four seven eight. Let's see here. What number am I looking for? Oh, okay, I see it. Uh, yes now. Um, let me see here. What number am I looking for? Oh, okay, um, let me see here. What am I looking
54:00
Speaker 2
bottom of the parent node. The five numbers. The two child nodes right now are still solid red, sir. Okay. Recovery key.
54:00
Speaker 1
Three, four, seven, eight. Submit. Now I've got to create a password. All right. Well, I've got one here handy. It's ten characters. I've got an uppercase and a lowercase. Got one number and one special character. initial setup Yes, I got the network status. It says it's connected. Well, Yeah. Yeah. Um it says it says uh 8801 is online. It says 8369 is online. I don't see the third one.
55:00
Speaker 2
Okay. So what page do you have right now? You're not on the links to Linksys Smart Wi-Fi. Sorry, sorry, on the left side of this page, look for device list. Yes, yes. Can you see there any nodes connected? How about this? [silence].
57:00
Speaker 1
Two nodes I don't see the online one that one that says it's online the other one is Um you know it says online it says Um uh 8369 is online And I don't I don't uh 69 That's all online But the um The third node is not on here. Let me go see what the lights are doing. Oh no, that's not on. It's got lights
58:00
Speaker 2
How many nodes? The link says 8801. Okay, how about the other one? Which one is online as well? Or they're offline? I'm sorry. 83. Sorry. 83. 69. Then we go. The link says 83. 69. It shows online, correct? Okay, so kindly click on the I icon on that node.
58:00
Speaker 1
IP address is, 192.168.182. firmware is it says up to date, is 1.1.19.216893.
59:00
Speaker 2
A D 88369.
59:00
Speaker 1
WHW, 03, V1. That was childhood. Oh, oh go see it. Okay, there are both still read and, let me see which, one is which?
60:00
Speaker 2
Okay, what is the, the name of the model numbers? And the device details. Okay. All right, so, can we go back to the child nodes right now, sir? Oh, it is this one. Yeah, let's go to the child node right now, the physical child node. Check the serial number, is it A-369? [silence] The last [silence].
60:00
Speaker 1
nope it's not this one that's the that's the one that's furthest away it's not that one. no that's not the serial number on this one either uh I've only got two child nodes um and the parent node is uh the router I don't have that serial number. for the last four digits. oh let me look at the parent let me look at no we already determined the parent was uh 801 correct? yes. the child the child nodes you want the complete serial number? okay the closest one is
61:00
Speaker 2
number how many notes did you bring it near. your so what is the model okay what is the serial number of the that's the parent node. i think how about that the child node. what's the serial number yes.
61:00
Speaker 1
[silence] 58W10M23. 000094 [silence] 3. [silence] Model number, model number. [silence] 94. Yes, miss. Yes, ma'am. [silence] Oh. [silence] Model number is uh MX6200. [silence] And that's what they all are. [silence] They don't have a you want to see serial number? [silence] Okay.
62:00
Speaker 2
How many zeros? Two, three. Okay. How about the model number? Again it's 58, W for William, 1-0-N for rare, 2-3 for Edward, 0-0-0-9-correct? Our 94. Sorry. Is that right below links? Sir, right below Linksys. You have there. How about the other one? Okay. How about the other one? Uh-uh. Yes.
62:00
Speaker 1
[silence]
63:00
Speaker 2
Okay, thank you. all right. so, sir, we need to like reset these two nodes, okay? yes. press the reset. no, sir. not one time. so, press and hold the reset button 20 seconds each node, sir. Okay, and then say again on the other note, just press and hold this reset button. 20 seconds is
63:00
Speaker 1
That should be 30. Yep, everybody can, how come I have the wrong number on there for my child and I only have one? Okay. Okay, okay
65:00
Speaker 2
Mhm. Then release and then wait until the light turns solid blue. Okay. yeah I will uh check that later sir after we added your network after we added your nodes okay sir while waiting for the child nodes to be ready let's go back to your desktop computer [silence] you still have the device
65:00
Speaker 1
Yes. Stand by. I'm getting there. Okay. device list. So we want to close this one, right? Alright. No, I want to add it. To edit it. I don't want to just... I got I got a, I got a blackest I've tag up up in front of Okay. No.
66:00
Speaker 2
[silence] List right. Okay. Kindly click Okay at the bottom right to close the Device List. [silence] Okay. Yes, click on Okay to close this page device list. Click Okay. And then kindly scroll down. Then scroll down. You can see the end user license agreement. You scroll down and scroll down. And we get the
66:00
Speaker 1
You want the device list, right? Oh. Okay. Now... Well... no, there's... Oh, in user license agreement? Yes, ma'am, there is. Okay.
67:00
Speaker 2
No, no, no, Sir. Not device list. Close the device list page. Just click on OK. And then kindly scroll down again. Scroll down. OK. On the far right, there's an option. C A. Charlie Apple, correct? OK. It will, once you click on C A, it will refresh the page. You scroll up again and then you click on Connectivity. OK. When you click on Connectivity, on the far right, there's an option. Router C A setup or C A router setup.
67:00
Speaker 1
Right. Got it. Tap on that. Whoops. Okay. Well, I already tapped on it. But, can I go back? Or should I just go check the other one? Uh, that one is solid blue. Let me go look at the other. I can't see the other one without going over there. Let me see if I can turn it where. I can see it from where I'm at. Okay, it is a solid blue as well.
68:00
Speaker 2
Yes. Click on that. But, before we tap on it sir, we need to make sure first that the child node is in solid blue okay uh check the child node first before we um click anything on this page okay. The other one. Okay. So we're going to click on the page add wireless child nodes.
68:00
Speaker 1
don't you? I have to use the bathroom. Can you stand by for just a minute? Take
69:00
Speaker 2
Okay, sure, you no problem. Take your time. Okay. Um, yes. And then on the computer, you have the connectivity and then routers. See A routers. The [silence]
69:00
Speaker 1
Uh... yeah. When I was down, okay uh... that was the one one I just had the ones graze out. Yeah. They're both still solid blue. They're both still solid blue. But they're not wired. No I did not. I checked. I clicked on wired. Uh so I clicked on it.
71:00
Speaker 2
okay can you click on add wireless child node then the add wireless child node is grayed out correct yes then let's observe the light on the child node right now one of them
71:00
Speaker 1
okay again to turn it off. alright. I uh... yeah, I clicked on the wrong one. Let me click on wireless. Okay. And... They're both still solid blue. Nope. One is... The one is blinking. And it turned... Now it's blinking white. One of them is, yes.
72:00
Speaker 2
Done adding child node. Sure. Right? OK, one of the child nodes, right? Uh, let's just wait.
72:00
Speaker 1
whoops. I didn't know the other one was blinking white. I didn't see it blinking blue. They're both blinking white now. Well, we will do one at a time. We'll do both of them.
73:00
Speaker 2
Okay. Okay. Okay. Okay. It's still trying to connect. Okay, let's just wait.
73:00
Speaker 1
now, i do not believe i've done this before.
74:00
Speaker 2
Mm-hmm. Okay. Because, actually, there are different ways to add the child node. It can be the same thing. It can be that fibpress. We can add also the child. Not using fibpress. The one that we did to set up the parent node, or you can use this part here like um, add wireless or if still the same, it won't work with wireless. Then we can use the wired. So, like different options, just making sure that we can add it to the um the child back to the network. Okay? [silence] all right still blinking white okay okay all right okay okay let's just wait for like a minute or two sir to make sure that it'll say solid
74:00
Speaker 1
[silence] They are now, yes ma'am. They're still solid.
76:00
Speaker 2
you're just going to observe. Okay. So stay solid. Hi Ryan. yeah yeah. Okay. Let's just wait another 30 seconds more to make sure. And then to um, to relocate this note sure, you can turn off both devices and then put the
76:00
Speaker 1
You want me you want me to do what? What was the point back where I belong? Okay. 1 more and find them. Okay. Okay. Okay. [silence]
77:00
Speaker 2
Um, it could be, like, um, updates. Sometimes with uh with when your internet service provider uh release updates. On your end, that, the um modem or the router will not recognize its other. Because earlier, it was the parent node who got disconnected. Right? Like there's no internet on the parent. Um, sometimes that can happen. Like once they release an update, because or it could be that there is outage on the um, like, in the area, sir. Um, possible. [silence] Um, [silence] [silence]
79:00
Speaker 1
Oh. Oh no you slipped. Uh oh. Can I read you? Yeah. Okay. No ma'am. I don't have it plugged in yet. Um this is a hard one. This is a hard one to get to.
80:00
Speaker 2
uh, all right, the light right now is it is white on the first mode uh, okay uh, okay.
80:00
Speaker 1
okay. okay. okay. it's blue and flashing. we're gonna wait on this one to turn white before we do the other one. I guess. yeah. I guess we have to because this one's this one sending the signal to the furthest one in the All right. We're solid white. Yes ma'am.
81:00
Speaker 2
then in the first now, right? Okay, let's do the second now.
83:00
Speaker 1
all right, it's back on Follow the blue
85:00
Speaker 2
Okay, that's still starting up, okay?
85:00
Speaker 1
using it's uh links of an English company. Lennox, is it an English company? Are you in England? Okay. I didn't I didn't I I out.
86:00
Speaker 2
I'm sorry, sir. I'm yes, sir. I'm now, sir. After you were on actually before, it was based in the US.
86:00
Speaker 1
Yes, ma'am, it is. Um, link Website is spending a lot of money keeping these things running. If everybody's taking as much time as I am to reset stuff, I don't guess they can set it up any easier can they. Here we go. Now we're white. We're solid white. Just now. Stand by. Done that.
87:00
Speaker 2
Okay, it's still blinking. Okay, all good now, so that means it's reconnected to the network. So, um, sure, on your computer, um, since you already added the nodes, kindly click on the one, "done adding child nodes" to complete the process.
87:00
Speaker 1
Well, that's great out then. No, man, you took care of me. I appreciate it. Thank you, ma'am.
88:00
Speaker 2
Yeah, that's okay. Now, it means it's already been done adding the child node, so basically what we did here, sir, since after we set up the per node, the two child notes did not automatically reconnect. So we did the reset on the two child nodes and I did it back to the network. So is there anything else, sir? Okay, you're welcome. And thank you also, sir, for patiently cooperating with the troubleshooting without your cooperation. This will not work. Okay. You're welcome and feel free to visit our website.
88:00
Speaker 1
What is the, uh, what is the web address again? Linksys.com. Wait a minute, wait a minute. Support. Just, just, just support, that's all. And that's where I would go if I wanted to try to, uh, uh, do this myself.
89:00
Speaker 2
Thank you for calling Linksys sir. And thank you for choosing Linksys. This is Carla and enjoy your internet and have a great evening. the links up uh the support.linksys.com Dot linksys.com dot linksys.com. No support.linksys.com So s-u-p-p-o-r-t and then dot linksys l-i-n-k-s-y-s.com. Like if you want to. Yes, you can check articles on how to reconfigure your router or also check for the troubleshooting tips online. It should be working great again once you reconfigure your router. Yep, so jot down thesupport.linksys.com. So, s-u-p-p-o-r-t and then dot linksys. l-i-n-k-s-y-s.com and that's where you can check all our articles and how to reconfigure your router over there online. [silence] Okay. Thank you for calling Linksys and thank you for choosing Linksys. Have a great one. Have a great and wonderful evening sir. And it's my pleasure too, sir. [silence] Thank you. [silence] Enjoy your internet.
89:00
Speaker 1
All right. Thank you very much, ma'am. I appreciate it. Thank you. You as well. Bye bye. I'm trying. I'm trying to bring my phone back to life. Okay. Here we go.
90:00
Speaker 2
we have AI tool there that you can also use you're welcome and have a great evening sir bye for now you're well okay sir goodbye hello sir okay you can tap the power or tap your screen
90:00