V2 Rubric Detail — 0ef264e2-817a-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 00:54
Duration
81m 21s
Contact
609-672-1791
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137561
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX5500 - intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution4.06/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall66.6% (+10.6)

V2 Grader Summary

The issue was resolved with the child node successfully paired and Ethernet connectivity restored, meeting R1. However, critical technical inaccuracy in T2 (misapplying 5-press as pairing method) and disorganized troubleshooting (R2, T1) lowered scores. Agent demonstrated ownership (O1) and empathy (X1), but customer experienced unnecessary effort (X3). No auto-zero triggers were present.

V1 Case Analysis

MX5500 child node Ethernet not working. Performed factory reset on child node, 5-press pairing on parent, re-added child via web UI (myrouter.local). Ethernet connectivity restored with IPv4/IPv6 internet access confirmed. Issue resolved.

Troubleshooting Steps
  • Power-cycled parent and child nodes
  • Factory reset child node (reset button hold)
  • Performed 5-press pairing on parent node
  • Re-added child node via web UI (myrouter.local) after multiple login and UI navigation issues
  • Verified Ethernet IP address and internet connectivity on a PC
Key Observations
  • Agent incorrectly claimed MX5500 firmware 1.1.7.21 removed cloud access (this firmware/version does not exist for MX5500).
  • Agent attempted to use non-existent 'wired backhaul setup' and 'CA Router Setup' options in web UI.
  • Call was highly inefficient with repeated resets, login loops, and unclear instructions.
  • Despite initial confusion, correct use of 5-press pairing and web UI node re-addition ultimately resolved the issue.
Positive Highlights
  • Identified that the child node was not properly paired to the parent and used the appropriate 5-press method.
  • Persisted through UI confusion and guided the customer to eventually re-add the child node via the web interface.
  • Confirmed successful internet access on both IPv4 and IPv6 before ending the call.
  • Maintained calm tone despite prolonged troubleshooting and customer frustration.
Agent Errors / Gaps
  • Failed to ask for or record product model/serial number and warranty status early in the call.
  • Incorrectly claimed that firmware 1.1.7.21 on MX5500 removed cloud access (no such firmware or restriction exists for MX5500).
  • Incorrectly instructed customer to use 'CA Router Setup' and 'add wired child node' — this option does not exist in standard Velop web UI.
  • Confused node light colors and port terminology (WAN vs LAN) multiple times.
  • Suggested connecting child node to parent via Ethernet for 'wired backhaul setup' — while wired backhaul is supported, setup is done via 'Add Node' process.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at end: 'I have the connection, I can.' and IPv4/IPv6 show connected; browsing works.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed multiple resets and checks, but troubleshooting was disorganized and included incorrect use of 5-press as a pairing method instead of standard node addition.
R3 Met Correct resolution path conf 90%
Agent pursued full configuration path including factory reset and re-pairing, appropriate for OOW device with persistent issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (Ethernet not working) but failed to systematically isolate cause; jumped to reset without confirming parent-child communication via admin UI first.
T2 Not Met Appropriate tools / resources used conf 100%
Agent incorrectly instructed 5-press on parent node as a pairing step; per universal_5press_models.md, 5-press is for diagnostic escalation/LTS tickets, not for pairing nodes.
T3 Partially Met No misinformation conf 95%
Agent correctly stated default password 'admin' and Ethernet bridge behavior, but gave materially incorrect instruction to use 5-press for pairing, which is contradicted by universal_5press_models.md.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained general control but lost direction multiple times, with long silences and repeated confusion over LED states and next steps.
C2 Partially Met Confirmed understanding conf 70%
Agent used plain language but failed to clarify LED color distinctions (purple vs blue), causing customer confusion and repeated verification.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed multiple interventions, and did not transfer or abandon.
O2 Partially Met Proactive follow-through conf 70%
Agent gave next steps but they were often reactive and not clearly sequenced; customer expressed frustration at repeating effort.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted as the issue was resolved in-band.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent acknowledged frustration: 'I know it's frustrating, sir' and apologized, showing empathy.
X2 Met Tone & rapport conf 85%
Agent remained patient, repeated instructions, and adjusted pace to customer’s confusion.
X3 Partially Met Overall experience conf 75%
Customer had to repeat resets, cable swaps, and UI navigation multiple times due to agent’s missteps, increasing effort.
Call Transcript132 turns · 145 lines
Speaker 1
So, I have a linksy node MX 550. So, I have to reshot the node a couple hours ago to get them work. Now for the second node on the back end, back of the node, I'm using the ethernet connection. But ethernet is not working. It says, not connected to the internet. But Wi-Fi works. So, I'm not not sure why the ethernet port is not working. And uh, um, ah. Yes. For channel node.
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] Thank you for calling Linksys. This is Epi. How can I help you? [silence] Yes, sir. the ethernet port of the of the child node or the parent node? Okay. So that child node
00:00
Speaker 1
Yes. Yeah, call today for two hours ago for the node's not nor, no dropping internal connection. Yes. Correct. Yes. Correct.
01:00
Speaker 2
It's already paired to the parent node and the Ethernet is not working on that. Okay. Sir, have you called Linksys before? Or first-time calling? Okay. Okay. So, this is a new en-nand, right? And the email address is worlds-Mar-0-2@Gmail.com. Okay. So, you have an MX, 5500, two nodes in total, correct? [silence]
01:00
Speaker 1
No, the the the solid blue. The Wi-Fi is working, but ether is not working. And, and now when I go back when I, um. Uh. Look at the network status. It says this device, router, but, but the, I see a red, exclamation point to the internet, but Wi-Fi working. So, I don't know what's wrong. Something wrong with the links in the app or what's happening? Yes. Yeah, I did. But ether is not working. Yes.
02:00
Speaker 2
Right now sir, um the, both of the nodes are solid white or solid blue. I, I'm just gonna check sir. So uh so again, both notes are solid blue. They're both online, you can see that on the Linksys app, but uh, uh did you connect a computer to one to the child node? And if the internet is not working on that. Okay. Um, I'll just check sir to verify that.
02:00
Speaker 1
Yeah hold on. No. 1 9 2 1 9 2 1 6 8 or 1 1 8 8. It says disconnected. Because Ethernet's not working here. Yes. Yes. Yeah, in internet. Yeah. Not, yeah. So it's connected to the ethernet port. [silence] Yes.
03:00
Speaker 2
dot Can you check if there's an IP address on the on the on that computer. [silence] So that local access connection says the media disconnected. [silence] Where did you connect the computer? To which ports are? Is it to one of the numbered ports at the back? [silence] Because there's an internet port, there's also an ethernet. [silence] So you're your computer is connected to one of the ethernet port and it says media disconnected. [silence]
03:00
Speaker 1
Yeah, I did. I did. I saw, I saw, I swapped the cable. There's not a whole lot you can do, right? So I did that earlier. It, I don't think it's the cable because everything is working fine, so yeah, it can't just go wrong. Like, It'd be see, on the back of the, on the back of the PC. I see blinking. Yeah, so yeah, cable is fine. I just, before I called you, I swapped. So on the back of the PC, I'm looking right now. I see blin I see blinking light. Yes, so it looks like Ethernet is not working. Do I have to change some settings here in the second child node? Mm.
04:00
Speaker 2
the okay but when you check the uh the status of the pc it says it's still saying media disconnected no sir as long as it's
04:00
Speaker 1
go out with. Right. So, so right, right now, I'm looking at the network status. It says no internet connection on the status page, which I don't know why. Now on the link to app, links to uh page home status. Oh, I think now, yeah, I can know it's fine. I take that back. So, Wi-Fi works, so I need to figure out how can, how can we get the ethernet to ethernet to work? Yes, it does.
05:00
Speaker 2
Actually paired to the, to the router, to the parent node wirelessly. That should work. The ethernet ports there should work. It should ask, it should act as a bridge, okay? So the, yeah. On the child node or no internet connection on the status. Okay, so you've also tried the other ports. So all the ports.
05:00
Speaker 1
Uh, yeah, I can try that. I can try on the port. Hold on. Port number three. Get desktop. Windows 11. Yes. Oh, I've been on the wrong one. On the on the wrong side. Yeah. Also, it's the title.
06:00
Speaker 2
There's nothing all the Ethernet port says media disconnected? What is the what's what's your computer? Is it a desktop or laptop? And what is the operating system? Windows 11. Try to test uh try try to test all the Ethernet ports available, okay? In fact, if it uh if it says media disconnected on all ports. Yeah, yes, on the child node. [silence] Yeah, if you go to network connections, can you go to network connections on your computer? and check the, the Ethernet connection. [silence]
06:00
Speaker 1
Yeah, it says, uh, uh, status, let me see, status. Hold on. Okay, what do you want me to do? Okay, okay. Yes. Yes, I see it. Yes. Options are disable, status, diagnose, bridge connections, create shortcut, rename properties. Yes. Okay, the status says. Yes. So, it says the IPv4 connectivity no internet access.
08:00
Speaker 2
[silence] Okay, then we go to network connections and you see there restore internet right? Yes. If you right click on ethernet, what are the options? Status. Can we go to status? Are you able to click on status? Okay, so status is clickable. [silence]
08:00
Speaker 1
s. IP six northern access speed one gigabits Yes. Yes. Okay, what do you wanna see? Uh, 192.168.1.188. It's less than few it's not the less than a few feet. It's like a a different room, but both of the the signal is solid. Yeah, I just did. [silence]
09:00
Speaker 2
Okay, so no internet access under IP v4. Can we click on details? What's the IP v4 address? How far is that child node from the parent node, sir? Can we try to unplug the power of that child node for just about 30 seconds? Yeah, cuz actually right now, sir. And
09:00
Speaker 1
Yeah. Oh, okay. Yeah. Oh. Yeah, I can connect. I can... Yeah, I'm going on my iPhone. It's connected to the Wi-Fi and I'll go to... yeah it works I did it on my cell phone it goes to the internet so do you want me to plug the side node back in okay Yeah.
10:00
Speaker 2
the computer gets an IP address so there's nothing wrong with the port, it actually is connected. It's just that there's no internet. So probably this child node is not communicating properly with your parent node. Are you sure you're online with the parent node right now? Can you go online wirelessly? Make sure that the data is off okay and you're just not you're only connecting wirelessly. Yes, plug in plug in the child node back.
10:00
Speaker 1
Is it blinking blue? It's not started yet. Excuse me. [silence] there's a blinking blue. It's not started yet. [silence] Yes , the uh, child uh it's a solid solid orange or teal , what do you guys called? It is solid blue. Yeah same thing , here's no internet connection. So you wanna choose the port again quiet? No.
11:00
Speaker 2
Okay. So, uh, can you check the light on the uh child odysseus node? Is it solid? Okay, just let me know if it's solid blue, okay? We'll just wait for it to turn solid. No, no, no, hold on. Um, so it's solid blue right now. It's not changing.
12:00
Speaker 1
Yeah. Okay, hold on. Okay, status. Okay. Well you want to check? Same thing, no internet access, Ipxs, no internet access. Yup. [silence]
13:00
Speaker 2
Okay, can we go back to the Ethernet? And uh check if... yeah right click again on the Ethernet then go to status. Okay under status, what's the IPv4 connectivity? No internet access. Okay, I think there's a need for us to reset this uh local node search.
13:00
Speaker 1
Okay. Yeah, that's what I'm using I'm using my folder. Okay. Yeah, I have I have a desktop as connected to the internet and but it'll work it'll work on Wi-Fi. Yes, it does yes yes Okay. Yeah, I'm going to remember now. Yes, it's connected to the Wi-Fi now.
14:00
Speaker 2
And it will revert to [silence] to factory defaults like there though it says there's solid blue, but um it's saying no internet access. So probably it's not paired properly to your um to the parent node. And do you have any computer available aside from your phone? Can we use a computer, please? Do you have [silence] is [silence] that I'm sorry, does it have a [silence] wireless? Does it have a wireless [silence] adapter in it or [silence] is it wireless capable? Okay. Can we [silence] yeah, can we connect to your network, please? Using your uh, desktop computer. Okay, it's connected to the Wi-Fi. Can we right click on Wi-Fi please under network connection? [silence]
14:00
Speaker 1
Yeah. Okay. Yes. Yeah, it says uh ip4 connection with the Internet, IP6 Internet. Yeah, yeah. I actually maybe that's an issue cuz runs worked. Yeah, we did. Yeah, we did like two hours ago. When I call you tech support. Yeah, I did that yeah but my on the Wi-Fi, I
15:00
Speaker 2
then go to status okay, so IP v4 connected to internet right? okay, did you reset this? Let me just, uh let me ask, sir. Um did you just reset this uh dial node earlier? Did you perform a assessment on this one? Okay. So you did the fiberest and all those uh configurations appear? [silence]
15:00
Speaker 1
Yes, the setup, veloped setterpad 15. So do I have to connect this and then pay to the node or you leave it leave it leave the way it is as the Wi-Fi. I see the SSID called veloped setterpad 15, which is the name of the secondary node. So do I have to configure? Do you have to connect that to configure this again or reset it? What do you want me to do? Hm. Yes, yes. Okay.
16:00
Speaker 2
I'm sorry. What was that again? Sir. So, you see setup, which is the default name of the child node on that computer? Oh. Well, it seems that the the child node is not paired properly to the to your parent node. Can can we move that child node close to the parent node, please? How far how far are you right now from the parent node?
16:00
Speaker 1
if you have to go to the second room it's fine, I guess. So, here we go we vow unplug this and plug it back to the plug in next to the parent node. Okay, hold on. Okay, hold on. Okay, hold on. Yeah. All right. Okay, hold on. I'm gonna connect the cable. Okay, hold on. Nadia, they're still flashing blue, so let's wait a few minutes. [silence]
17:00
Speaker 2
Okay. just let me know once it has the solid light. Okay. Yes, it takes time.
18:00
Speaker 1
No, no, yeah. So... so it not solid. The teal look solid. Blown up. now. Yeah. Okay. So hold the... Okay. It's flashing orange now. Okay. So it's top flashing. So stop holding the button. Yeah. Yeah, it's off. No, it's... Yeah, solid. Blue is on. Okay.
20:00
Speaker 2
Okay, so is it solid now? It's solid blue. Okay, can we perform a reset on that child node again, sir? So let's press and hold the reset button. Yes. Press and hold it for about 25 seconds now. Did it turn off? Did you see the blue light? Come on. Okay. All right, you may let go.
20:00
Speaker 1
yeah
21:00
Speaker 2
that the light the stabilizer uh can we oh we're uh we're the computer is far from the uh it's on it's in the next room right the computer okay it's all right it's just let me know if it's solid right now the child node
21:00
Speaker 1
It's really long time okay solid now all right so you you want to take this note back to the computer yes on the on on on the parent node um yeah but will that will that reset the whole thing again because I just spent two hours resetting it again I don't want to do it again [silence].
22:00
Speaker 2
OK. So what is the, no, hold on. What is the light is it solid purple it's solid purple. OK. Can we press the reset button five times on the parent node please. I believe you've done this already. On the parent Yes sir. No no. Were actual
22:00
Speaker 1
Okay so on the a okay okay okay okay all right so on pan a little on my one two three four five a solid purple should do it again and uh it's solid solid blue now so should i try try try try
23:00
Speaker 2
from the child node. So do not press and hold it. Just press it five times. Just press it once and do it five times it's like press, release, press, release, press, release. Yes. Okay. So it takes time to establish a connection. So we're just going to wait for it. Check the parent node light if it's blinking right now. The parent node or the child node? Was it solid purple earlier or is it solid blue? No, no, no. Let me just check. You're doing it on the parent node, right? Not on the child node? Okay. So right now, what is the color on the parent node? It's solid blue. What about the child node? Do you mean to say the parent node is solid blue? Purple. It's not blue. It's not solid blue? Okay. Is it is it blinking or it's solid, sir? So it's solid blue, not purple, right? The parent node. Okay. What about the child node right now? Is it blinking? Solid blue. Not purple anymore.
23:00
Speaker 1
Yeah. Yes. Uh. The colors are hard to tell. It's like it's hard to tell blue or purple. Yeah. Okay. Yeah. It's solid. Solid. Roughly blue now. Yes. Yeah. Hold on. Yeah. Okay. Okay. [silence]
25:00
Speaker 2
That was purple earlier, right? The purple is somewhat, like pink or magenta. That's purple. Okay, So are they both solid blue? Okay. So before we relocate that, child node, Sir, can we go back to your computer and look at the wire. Yeah, look for the wireless icon. Okay, look at the wireless icon. Check if you see there the Velop set up if you're still seeing that Velop set up thing.
25:00
Speaker 1
I still see it. well 15 D. Yeah, but, for me, if I see it the... okay, but if I see this wire. it doesn't matter because because it's not connected. okay. Yeah. turn on turn on. I still see it. Does it really matter? Devolve set up. Yes. Uh the the the name is below my Wi-Fi name. That's all. 15 D. Yes. [silence]
26:00
Speaker 2
can we turn off and turn on the Wi-Fi? Is that the network name underneath your child node? So you're you're seeing they are available, set up. What's the name again, sir? 15D.
26:00
Speaker 1
Right. Yeah. But if you show, it doesn't matter. If it shows, if it, are we really concerned about it? Yes. Yeah. No. Yes. Correct, yes. Yes, I'm, I'm, yes, I'm looking right now.
27:00
Speaker 2
Okay, even if you turn off and turn on the Wi-Fi, it's still showing the VELL_up_ VELLUp setup 15D. Is that correct? Yes, it actually, yes, sir. Because if it's still showing develop setup 15D, that means, um, the, uh, the child node is not- it's not paired yet. It's not properly paired to the, um, to the parent. So, you only have two nodes in total, right? No other nodes? Can we go ahead and check the child node again? Can you check at the- can you check the bottom parts? Is, um, is the Wi-Fi name VELLUp setup 15D? Is that the, uh, is that the Wi-Fi name listed? Okay.
27:00
Speaker 1
Okay. Okay, hold on. No. Okay, so we're back. And do and do what? And what, what will that do? [silence] Okay. Okay. Okay, so we're back. And do and do what? And what, what will that do?
28:00
Speaker 2
All right, let's just go back to your computer. We'll just have to leave that child node there near to the parent node, Okay? Sir, do you have an Ethernet cable? Do you have an extra one? We can actually use the one which is plugged into the computer. Can we use that cable? Um, what we're going to do right now is we will be connecting your child node to the parent node using that Ethernet cable.
28:00
Speaker 1
okay hold on okay hold on okay okay let me connect another to the try to know and see that works okay
29:00
Speaker 2
Okay, we will add the node. We will add it as a wired node, okay? And we'll see if it's gonna work. So connect the child node to the Ethernet port of your parent node.
29:00
Speaker 1
OK, so, Charles No is connecting the parent router via ethernet. [silence] Okay. [silence] Yes, we are. [silence] Yeah. [silence] Firefox. OK, what's next? You guys have that too? Yes. OK, let's open it. Yes. [silence] Uh huh.
30:00
Speaker 2
or okay? or right so now can we go to your computer? and we're still connected to your network? right? wirelessly on the computer? okay. can we open up a browser? do you have Google Chrome? uh what about Microsoft Edge? okay. yes and then go to, on the address bar, go to HTTP colon double slash. My router, local. and then press enter. Is it loading? Okay. By the way, sir.
30:00
Speaker 1
R router reset detected. Defaults pop free is admin. So, I don't know why is saying that. Now, when I type to log in, on the screen says when it says access below. It says router reset detected on the prompt. So, default password's admin. So, I guess I have to log in with admin password. Okay. Yeah. I don't know why because two hours ago I set my password but I guess I'll do it again. Okay, hold on. Oh, okay, we're back. Yeah. It's loading now. Hold on. Waiting. [silence]
32:00
Speaker 2
I'm sorry what are the options silence yes type in admin yeah A-D-M-I-N all lowercase okay we are on the setup page I mean on the link said Linksys Smart Wi-Fi tools sir by the way just to set your expectation uh this uh MX 5500
32:00
Speaker 1
Yes, I do. [silence] Yes. Okay. [silence] Yeah, I see it. Yes, blue paint. Yes.
33:00
Speaker 2
I believe you've got the latest firmware for this, which is 1.1.7.21. Yep. Um, with that, firmware, sir, um, they've already removed the support for cloud services. Okay. So, the, uh, the cloud access will no longer be supported. Um, it's no longer be available. Okay. If you want to access the router settings remotely, um, that's not going to be possible anymore. Um, you can still access though, the, the router settings by the use of this, uh, My router.local or you can access the, the Lynx, this app, but, uh, with the use of the router login, okay, the router password. So now, um, are we able to log into the Linksys Smart Wi-Fi tool? [silence] Are you, um, yeah. Do you see the blue page? Right? Okay. Can we go to
33:00
Speaker 1
Okay, hold on. Connect. Yes, I'm there now. Okay, hold on. It's loading. Yes, it says SCE out of setup. Okay, hold on. Yes, I did. Yes. Yes. Okay, so it's a it's a CE router setup. So what I do? So it should type my SSI SSID name.
34:00
Speaker 2
Connectivity connectivity. Do you see there? Do you see their CA router setup? Device administration. Okay, click on it, please. and by the way, um, let me let me verify the cable connection, sir Ana. Did you connect the uh the child node to one of the ethernet? So from yeah, it should be it should be the ethernet, not the internet, okay? It should be one of the ports. Okay, so from one of the ports on your parent node to one of the ports on the child node. All right? [silence]
34:00
Speaker 1
Yes. is asking for SSID name and the passcode. So I think that's the SSID for my network. click it on apply or also apply or click on setup node. Okay. Okay, nothing happened. So click okay.
35:00
Speaker 2
Okay, so it says A router setup. Right. Okay, is it asking for what right now? Okay, that's the name of your network. Yes, kindly type that in there. It seems that your parent node is not properly set up here. Yeah, so type in your, your Wi-Fi name and password there. Yes, click apply. So that will tell you if the master node is configured. Click on apply first after you type in the Wi-Fi name and the password. [silence] k.
35:00
Speaker 1
All right done. What's next? No I don't on the blue page I don't see option. Nothing. No changes. It brought me back to the home screen. Yes. But now when I go back to see yeah but when I go back to see it already set up. The option is gone now. It's not so that that means it's set up. No option.
36:00
Speaker 2
Yeah, click okay Okay, did it? Uh, did you see any changes? Like do you have the add wired child node as an option? Uh. after you typed in the wifi name under CA router setup, what happened? No changes? Okay, it brought you back to the home screen to the smart wifi tools. All right, can we go back again, too? Okay, so you have there, okay, when you click on CA router setup, what are the options? Do you see add wired child node
36:00
Speaker 1
no, it's not, it's black, there's no other option, it's blank, no, the tab is blank, which means, looks like you took the settings, I guess, no, it doesn't say anything with, no, where, where are they, okay, yeah, I'm there now, yes, yes, it does, yes, yes, okay, done
37:00
Speaker 2
no option minute okay did it say that the master node is configured or something it doesn't say anything in there can we go back to basic Basic tab can we click on Basic tab under connectivity So under firmware update it says nodes are up to date right both nodes okay just press okay from that screen sir
37:00
Speaker 1
OK. Okay. OK. OK, John. OK. Okay. Hold on. Okay. OK. Okay, it's unplugged. [smiles]
38:00
Speaker 2
All right, can we unplug the power of your parent node, please? No need to do a reset. Just unplug it from the power and we'll wait for 30 seconds before you plug it back in. Okay? Don't we just need to unplug? Just to power cycle it, sir. We're not resetting anything. [silence]
38:00
Speaker 1
Okay. Uh, uh, uh, oh, a complete Optimal ear. I think something is wrong with your uh, app. Links to the app is not working with the phone. Okay, is it 30 seconds yet? Okay.
39:00
Speaker 2
Okay, so we'll wait for 30 seconds before we plug it back in. Who is your internet provider, sir? It's optimum, right? Okay. The app will actually not work right now since we've turned off the the main node, so let's plug it back in.
39:00
Speaker 1
A. as fully as flashing purple. Oh, no it's solid now. solid blue. Yeah. [silence]
40:00
Speaker 2
It's still blinking. Solid what? Solid purple or solid blue? Okay. All right. Okay, can we go back to your computer?
41:00
Speaker 1
Oh let me go back and look. yes pay pages up okay hold on so my are local my are are hard local right okay hold on
42:00
Speaker 2
Do you still have the, every Linksys Smart Wi-Fi tools open the page? Okay, can we go back again to connectivity? Yes.
42:00
Speaker 1
It's taking a long time to load. Yeah, it is connecting to Wi-Fi. Yeah. No connection to Wi-Fi, but I don't it says cannot reach this page. That's weird. Okay. Is it uh it should uh it's [silence]
43:00
Speaker 2
Are you able to load it? It takes a long time. Okay. Make sure first you're connected to your Wi-Fi. it's not going to load if you you got disconnected. You may also try https: //192.168.1.1. You may try that.
43:00
Speaker 1
TPS, right? My internet is extremely slow. I don't know why nothing is loading. Okay, let me see if I can connect to 191168 dot 1.1. OK The the fingerprint. I'm gonna put in the password. Yeah. What next? Yeah. OK. OK. So we're looking for the SS ID and password, yeah, which we did. But are you sure? I can't do this. I don't have to click on the setup node button. That's what we did not - it's what we didn't do last time.
44:00
Speaker 2
Okay, so you're able to access it now, using the IP address, right? Okay, good. All right, so we're on the smart Wi-Fi page. Can we go back to connectivity again and click the router setup? Okay, so can we put in the Wi-Fi name and the password and set up the node? Huh?
47:00
Speaker 1
Okay, I did that. Okay. So your router is applying changes. Click, OK. All right, it's a waiting. Something. Okay. I don't know. Is the router rebooting? It says unable to connect. So it's the main. Oh yeah, right now I just lost the Wi-Fi connection. So is the router main node rebooting now? No, I don't, I don't think, I think the router is rebooting. Main node, main node is rebooting. Let me go back and check.
48:00
Speaker 2
Okay, so it's rebooting, can we click on the Wi-Fi icon at the bottom and check if you're still connected to your network. Oh, okay.
48:00
Speaker 1
It's not rebooting now. It's back to solid blue. What's the next step? [silence] Can I do my wifi? [silence] Yeah, I'm gonna- [silence] So it looks like
49:00
Speaker 2
All right. So, yeah, so the router right now, the main router is solid blue, right? Is it? Okay. Can we go back again to your computer and check if you're still connected to the network? to your network? Yes.
49:00
Speaker 1
router was applying the change for the node so we'll go back to the router C that's weird I think something going wrong with the router router reset detected. So why is it restarting again? So now logging back with the admin password there's something weird going on yeah but I mean this is the second time we're doing I'm doing you right? We shouldn't do it this time it should be able to change the path for that status OK I'm logged in now but on my Netflix status it says no internet connection yeah we don't know why yeah
50:00
Speaker 2
yeah kindly go back to C router setup, Kevin, watch admin. I don't know if it's a cash page but uh yeah. it's alright. let's try to log in. No internet under status. Can we click on troubleshooting?
50:00
Speaker 1
Okay, hold on. Okay, hold on. I'm waiting for the login. just acting so slow. Now, I can log into the router. That's weird.
51:00
Speaker 2
and then under status, you have their report. Under status page, under status tab, there's devices and then report. Just click on report.
51:00
Speaker 1
The password is Admin, right? A-D-M-I-N, lowercase. Okay. No, it doesn't take the password. Let me see Let me see the one I changed. No, I I can't No, I can't log in I can't log in with admin Or I can't Yep, not working. I can't log in with ad What happened? [silence]
52:00
Speaker 2
Yes, 843 Administrator. Are you able to login? Yes, admin. You lost your [silence]
52:00
Speaker 1
Yeah, but for some reason, it kicked me out afterwards. It changes. Now I can't log in. The admin password. Yes, I do. OK, hold on. I have to get the node with the wiki. Give me a minute. OK, hold on. Let me plug that one in. Oh yeah, I'm gonna make this easier. I'm gonna take a picture of this. Hold on a second. Make it easier. so I can
53:00
Speaker 2
Did you lost the page? um, we were on troubleshooting earlier, right? Do you have the option there? Reset password. Reset router password. Okay, just reset password. Yes, it should be on the parent network, the main one. So uh, look for the recovery password on that.
53:00
Speaker 1
This is just troublesome. Spend two hours again to, and here I am, back to square one. I'm saying I just spent two hours again today and here we are, I'm calling met links again, yeah? Like, Connections should be stable for these nodes. Like, I don't understand what's going on here. You know? Yeah.
54:00
Speaker 2
Okay, I'm sorry. [silence] Yeah, I know it's frustrating, sir, but what's happening right now is the um your your main concern was earlier with the with was with a child node, okay? It wasn't um paired properly to the parent node. And when we checked the settings on the user interface, um it doesn't have an option. Normally, if the uh the parent node is configured properly, you should see the video and audio stream. Now, because it's not properly configured, it won't pair to this device and it will just be off and it won't grade. [silence] Reset now. Press button. Now it's paired here. But the pairing is not. So, if you want to pair this device, just press button for 20 seconds and then it will turn green and then automatically pair to the device. If not, you need to reset that device, okay? And reset it again. Okay. Everything should be fine. Okay, thank you. Thank you.
54:00
Speaker 1
Okay. You're better. No, it's not working. Now, when I tried to reset the password, it says we have encountered an unexpected error. If the issue persists, please visit our technical support site. So something wrong with links. Something not working. Yeah, hold on. yeah I try Firefox hold on. Okay. It's going up slowly.
55:00
Speaker 2
If you could try other browser, uh try Firefox. Yes. And go back to http://myrouter.local.
56:00
Speaker 1
Okay, access below. Okay, ready to admin? Sure, let me reset the password, 5435394- keyboard, okay, let me delete the password. What would you all want? It works with Firefox. So yes, I logged in and reset the admin password, so it's loading to the blue page for Linux.
57:00
Speaker 2
OK. Did it work with other browser or... It worked with Firefox. Are you able to login back? OK. So you're back to the blue page. Can we go to troubleshooting, please?
57:00
Speaker 1
uh, okay. AIP for internet address. Yes. ACIS 68.199.80.17. Whatever that is. [silence]
58:00
Speaker 2
And then click Reports under Status. OK. Kindly look for Internet connection IPv4 internet address they do you see internet address there yes IPv4 Internet address. OK. So actually right now the this parent Node is communicating for actual connection to error. Right click. And the and select release A OK.
58:00
Speaker 1
Okay. Good. [silence] Yes. [silence] Yes. [silence] There's no option to gray out. [silence] There are no options. [silence] The box is not there for me to put in the Wi-Fi name. [silence] [silence] [silence] [silence] The setup is black. [silence] No, I do not. [silence] I don't see anything. [silence] [silence] [silence] No, it's not. [silence] I see C at our setup, but there's no option for me to put in the [listening for several seconds]
59:00
Speaker 2
[silence] joining with your modem he has the IP address. So, um, can we click okay? And then, can we go back to connectivity? And then see our router setup again. And tell me what are the options? [silence] I'm sorry. okay, then what did it say? Do you see add wireless? It's black. Do you see CA down at the bottom right? Beside privacy policy. Is there a CA option? There's no CA.
59:00
Speaker 1
SSID and SLID, so I think maybe the note is not working. Can we test it now? Okay, hold on. Uh oh. So you have an unplug the Ethernet cable? Okay, it's unplugged now. Yes. Okay, hold on. Okay, it's unplugged. Yes. Yes, it's online blue.
60:00
Speaker 2
Can you check the device list? Try to unplug first the cable from the back of the child node? Ethernet cable from the back yet of the child node. Okay. we will wait for the child node light to turn solid first, okay? before we'll check on it. Is it solid blu? Okay, can we go back to the computer again?
60:00
Speaker 1
Yeah, hold on. OK, we're back to the computer now. Um, uh, OK, hold on. Yes, yes. Looks like it. OK, hold on. Yeah, I don't see uh. [silence]
61:00
Speaker 2
Okay, go to device list. If you check the device list, can you see the child node is it online there? is that the parents? Try to refresh it. [silence]
61:00
Speaker 1
I see, the the network device the or the printer. I don't see it. No, strange. Do I have to click on add device? Yes, no it's not coming. Yes. Yeah nothing happened on I uh yeah it did. I don't see it. I'm going to device list. Yeah, I honestly only see one node which is strange.
62:00
Speaker 2
They're not seeing it there. No, no, no, um it should show up actually if it's connected. Um right now, the Child note is still solid. Can we try to refresh it again? The whole page. Try to refresh the whole page.
62:00
Speaker 1
Yes. Yes. We, we have, we have swapped it because ... uh ... it, uh ... it keep on, it, it kept on losing the connection. So we made, we made the secondary node the primary node and, uh, made the other one the second node. That's what we did. Because, because the router kept on dropping connection. Maybe, maybe let's reset the node again. I don't know. It's weird. You wanna reset it again? No. I'm gonna, I'm gonna, remove the power cord for the child now and see. Hopefully, it will show up. Hold on.
63:00
Speaker 2
Did, you did already swap this node, sir?, earlier, Was this the original, uh, parent node?, Hold on, let me just check on this one, okay, Uh, all right, when you refresh again, the device list, it doesn't show the child node.
63:00
Speaker 1
Oh, there's a like flashing purple. Which I don't want. Still flashing purple, sir. Yeah, correct. Yes. Yeah. I prefer not to touch the internet, or because I need to have an acceptable tomorrow. You know what I mean? Correct. Yes. Yes. Because the router kept on dropping the connection. Okay. Let me see if I see [silence]
64:00
Speaker 2
and we are talking about the child node right now right you just unplug and yeah okay so this child node sir is the original parent node because you did the swap you did swap it earlier
65:00
Speaker 1
node again. It's still flashing though. Let's wait. It takes a long time. Okay. It just then started. So let me go back to the router. now the, for some reason, I cannot get the app to work on my phone. I don't know why. Something's wrong with the app. Yeah. Hold on. I'm waiting for the Linksys Smart Wi-Fi page to load.
66:00
Speaker 2
Yeah, we'll wait for it to turn solid, sir. Did you use this page before or you were using the app to control the settings? Okay. Okay.
66:00
Speaker 1
I'm not good device device list not I'm not you know I looked at the device device list no I felt don't see it even though I saw it I only see the main node I don't see the second node I don't know why yeah yeah I think one two three four five six seven eight nine.
67:00
Speaker 2
The other 1. other wireless devices there. 2. on the 3. device list. 4. how many wireless devices. 5. are connected. 6. Ke's maybe, um. 7. did try to scroll down, cause maybe it's at the bottom or somewhere. 8. [silence]
67:00
Speaker 1
No, it's not, I don't see it. I see network device none. Yeah, nothing there. Do you have to add it? Um, oh, yes, uh, yes, it just came up. Oh yeah, I think you're right, it says, it says your master note no configured. Add upper channel or add wireless child. Which one, which one should I do? [silence] Wait, wait, wait, wait. Okay. So when I, when I, I know, but when I, when I, when I go to router setup, I have two options now. It says, it says add wired child node or add wireless child node. Okay. So Okay, I'm holding it. Okay, stand by.
68:00
Speaker 2
here's the thing. can we reset again this child node to factory defaults? because we cannot add the wireless child node if it's if the light is solid blue. So, we need to press the reset button one more time on the child node. That would be on the child node, okay? and then add wireless child node. Yes. so, before you press add wireless child node, you need to reset first the child node to factory default. so, kindly go to your wireless I mean, to the child node, press and hold the reset button for 25 seconds and make sure that the light is solid purple after reset. [silence]
69:00
Speaker 1
You should let it go because it's not blinking anymore. Okay. It's blinking purple now. Should we let it go? Okay. Okay. Hopefully after this everything will be stable.
70:00
Speaker 2
Yes, you may let go. And wait for the for the light to turn solid, okay? Alright. Yes, I'm hoping to. [silence]
70:00
Speaker 1
Mm-hmm. Mm-hmm. Yeah. Correct. Mm-hmm. And correct. Yeah, now we do. Mm-hmm. Okay. It's solid blue now. What's next? Probably blue. Oh yeah, sorry, yeah. It's solid purple. Yeah.
71:00
Speaker 2
It seems that the, the parent node for is not properly set up, the, the set, the setup is not complete. That's what I'm trying to say. is it was not set up as a parent node, as you can see earlier, um you got a message the master node is now configured, K or is now, um, yeah. So, you should have that option when you go to see a router setup. Once the parent node is set up, you should see an option there, add wireless child node, or add wired child node, unlike before you don't have that. Yes. That's a good thing. Solid blue or solid purple? And it should say it should be solid purple after reset. Set just. Make sure that the, Okay,
71:00
Speaker 1
Yes, okay, I did that. Is something supposed to happen? It did not blink yet. Do i have to click on apply? Oh yeah, it's blinking now. So do i have to click on apply or no? [silence] okay. Yes, it's [clicking solid] orange now.
72:00
Speaker 2
Okay. now can we go to your page to the link to the Linksys Smart Wi-Fi page and then press the add wireless child node option. and now yes, the the parent node will the parent node will look for the child node in range. okay. no, no. no. not yet not yet, just please wait for it. it takes time, so we'll wait for the child node light to turn solid.
72:00
Speaker 1
Is it taking me a really long time to connect. I wonder why so long. Oh, okay. The blinking purple or orange, or whatever it was called.
73:00
Speaker 2
That's normal, sir. It really takes time for it to connect. Uh usually the nodes will take around three to four minutes before it can establish a connection. That's the normal um time uh for the connection.
73:00
Speaker 1
[silence] solid something solid okay so back to solid color I think. So yes same with 39? YesYesUh-huhOkay wait Uh this is the option do I need to click on done adding child nodesOh well okay so click on the box that says done adding child nodes that one or apply?All right done. What's next?
75:00
Speaker 2
orange. Oh, we don't have orange uh uh uh uh uh color on that one. So, is it the same as the parents node or what? Same as a parent. Okay. So now sir, can we go back to the computer? All right. Go. Yes, you may click apply and then okay. Okay. It's okay, just click apply and then okay. That's all right.
75:00
Speaker 1
say the even now? Okay, hold on. Do I? Yes, I see it. It has different name. So that that's good. So I can change the name now? Perfect. Okay. Pear yes. Okay, hold on. Yes, I can. I can go wireless. yes. I can go to Google. Okay, okay. Uh-huh.
76:00
Speaker 2
OK can I go to device list? Not yet go to device list first and check if you see the child node. Okay it shows the child node, now child node, now right. Okay now please open another page and check if you can go online wirelessly first. Okay, All right, that's very good, so now we can relocate your child node back to where it was. So just make sure that the the light should turn solid blue just like the parent node. And then you may also check the wireless connection. Does it detect the word connect edge. That is the word. Edge. OK connect hey edge.
76:00
Speaker 1
Okay, you're so fast. I'm Alex, please. I think it'll work because you said not but hold up. I connect the internet. Yes. Yes. I have. Yes. You're connected. I have the connection, I can. with an SSD test let me tell another Wi-Fi and do the it doesn't either okay when trying to trying to connect to an Ethernet it says it says attempting to authenticate I don't know what that means on Thank you on the Ethernet settings. I think it might be working. Hold on. I think it's working. OK. okay yes ipv4 connected to the internet uh ipv6 connected to the internet yeah hold on let's go to google [silence] uh uh uh uh [silence] uh [silence] [silence] yes ipv ipv4 connected to the internet uh ipv6 connected to the internet [silence] yeah hold on let's go to google
77:00
Speaker 2
You may actually right click on the Ethernet, go to status, and check if the IPv shows internet now. All right, so it shows internet. Now please check if you can go online. You should be able to.
79:00
Speaker 1
Hold on. So now both the nodes are set up the way it's supposed to be. And hopefully they will not drop the connection. Is it normal for these nodes to drop connection because everything is fine but I think ever since I got the new firmware update the connection is being wonky. [silence]
80:00
Speaker 2
Yes, the firmware's already updated right now. The uh the parent node is actually set up properly and correctly, okay? And the child node is also added to the parent node, as you can see, it shows up on the uh on the device list. So, you may observe the connection if it still, if it will still drop, okay? But uh, yeah, hopefully
80:00
Speaker 1
all right thank you thank you have a good night okay thank you bye bye
81:00
Speaker 2
hopefully everything should be okay now with the connection because everything is everything's configured, both nodes are configured. You can always give us a call back if there's any problems here. Okay, you too. Have a great night, sir. Thank you for calling [silence]
81:00