V2 Rubric Detail — 10b43d30-6034-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 16:40
Duration
64m 1s
Contact
Pamela Anderson
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00132271
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child Nodes Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.57/5
Overall86.1% (+28.1)

V2 Grader Summary

The agent fully resolved the issue by guiding the customer through a complete troubleshooting sequence that restored the offline node and internet connectivity. Despite some communication inefficiencies, the outcome was confirmed by the customer, supported by accurate technical guidance and ownership throughout the call.

V1 Case Analysis

Customer reports MX6200 child node stuck solid red. Performed hard reset (15s), accessed admin UI via 192.168.1.1, reset admin password using recovery key, and successfully re-added node via wireless add-node flow. Node confirmed online in app. Issue resolved.

Troubleshooting Steps
  • Asked for model number (MX-6200 confirmed); serial number not captured.
  • Performed hard reset on child node (15-second press).
  • Guided customer to access router admin UI via 192.168.1.1 and bypass Safari certificate warning.
  • Reset admin password using 5-digit recovery key from main node.
  • Successfully re-added child node via wireless add-node flow in UI.
  • Confirmed node online in device list and internet connectivity restored.
Key Observations
  • Agent initially misidentified product family as WHW03 before correcting to MX6200.
  • Mixed messaging on paid support: offered $15 fee, then retracted and proceeded with free support despite warranty evidence.
  • Serial number never captured; warranty status assumed without lookup despite receipt evidence.
  • Long unexplained hold ([38:00]–[43:00]) disrupted call flow.
  • Node was confirmed online in app at [53:00], resolving the core issue.
Positive Highlights
  • Correctly instructed a 15-second hard reset for MX6200 child node.
  • Guided the customer through the admin UI login and recovery-key password reset.
  • Successfully guided the customer to re-add the node via the wireless add-node workflow.
  • Confirmed resolution by checking device list and verifying internet connectivity.
  • Eventually restored customer’s connectivity and closed the case appropriately.
Agent Errors / Gaps
  • Failed to capture or confirm the device serial number.
  • Incorrectly referenced a WHW03 ticket, showing lack of product knowledge.
  • Offered paid support, then retracted the offer, creating mixed messaging despite warranty evidence.
  • Did not verify warranty status with a lookup; relied on assumption despite customer providing receipt.
  • Provided contradictory reset instructions (soft vs. hard reset) and unclear timing.
  • Placed customer on hold for ~5 minutes without clear reason or update ([38:00]–[43:00]).
  • Failed to confirm resolution promptly despite customer reporting intermittent success.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at 63:00: 'My internets on my computer now' and expresses gratitude, indicating the node is now online and providing internet access.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through hard reset, physical relocation, web interface login, DNS changes, and node re-addition — a complete and logical sequence aligned with KB procedures.
R3 Met Correct resolution path conf 98%
Agent correctly identified out-of-warranty status but continued troubleshooting instead of dismissing, offered paid support, and provided full resolution path.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified solid red LED as key symptom, confirmed node count and placement, used admin interface to verify firmware and settings, and logically progressed to re-pairing.
T2 Met Appropriate tools / resources used conf 98%
Agent appropriately used the router admin interface (192.168.1.1), reset button, and LED status as diagnostic tools, interpreting them correctly per KB.
T3 Met No misinformation conf 98%
All technical steps — 15-second reset for MX6200, solid blue = ready, adding node via UI, DNS configuration — are factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call control but placed customer on hold without clear explanation or timeline, and instructions were occasionally fragmented.
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language but gave unclear directions (e.g., 'CA router set up') and did not consistently verify understanding, especially during UI navigation.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, did not transfer, and followed through on troubleshooting despite complexity and hold time.
O2 Partially Met Proactive follow-through conf 85%
Agent provided real-time next steps but did not set a clear follow-up plan or timeline after resolution; call ended without confirming long-term stability.
O3 Met Closure confirmation conf 95%
Agent referenced prior ticket and customer history, avoided re-asking documented questions, and used existing case context effectively.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolvable at L1 with appropriate troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution details are not applicable.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized, thanked customer for patience, acknowledged difficulty, and maintained a respectful, empathetic tone throughout.
X2 Partially Met Tone & rapport conf 85%
Agent matched customer’s urgency but at times gave repetitive or vague instructions (e.g., 'do it again until it flashes'), increasing cognitive load.
X3 Partially Met Overall experience conf 85%
Customer had to perform multiple resets and re-enter passwords; agent could have streamlined steps or pre-validated settings to reduce effort.
Call Transcript80 turns · 94 lines
Speaker 1
Yes, this is Pamela Anderson and one of my nodes is not working and I've tried all the troubleshooting and I'm evidently not doing something right or
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksy.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product paid support option may be available depending on the issue. Hi, thank you for calling link. This is Gia, can I help you today? [silence]
00:00
Speaker 1
Something is wrong with the node. I have three, right? Well, I went to the Linus app and went through all, you know, it tells you to turn it off to do this and do that and check and make sure, you know, that it's close enough, and I've done all that: it just says offline. I've got it on the app, yeah. Well, on the top,
01:00
Speaker 2
All right. Uh, how many nodes do you totally have, ma'am? three. So, one of the nodes stopped working. Hmm. What troubleshooting steps have you done so far? Uh, it's still offline. and you're doing that one on the e- app, right? on the app. okay. okay. Uh, what is the light on the top of this, um, uh, device, ma'am? The e- These. 8. They're still blue. So there is a problem in it, yes? Yeah, I think so. Mhm. How about other nodes? How, how about them? Their lights? Uh, they're also blue. Right? So, do you have the parts of these, parts that the thing can easily get replaced? So, do you have the parts of these, parts that the thing can easily get replaced? Parts of this, um,(INAUDIBLE) uh, yeah. We're, we're preparing for replacements. Or, or do you have, do you think, eh, it's not needed to um replace it? no, no, I think we, we need to replace it. Mhm. So, you'll, you'll, uh, you'll give us the new one. It's like once it, uh, it, it reached to you, it's the same um with the other nodes, right? With the, with the same, uh, other nodes, mhm, okay. Okay. Okay, ma'm. Just let us know when do, when do you want to do it, okay?
01:00
Speaker 1
Oh, it just says Lincolnshire and and it's red and it's red. It just says study red. 217 7 4 9 1 7 6 2 8 2 1 7 4 9 1 7 6 2 8. Mhm
02:00
Speaker 2
The the child note. Yes. Uh I'm sorry. Is it steady or um flashing red, ma'am? Steady red. So three nodes. And. Okay, ma'am. Your, uh phone number, ma'am. Lemme just um hummm. Yes, yes, go ahead, ma'am. 768. Okay. Oh, this is under miss Pamela.
02:00
Speaker 1
Yeah, Castingcom.com, yeah. The model number is MX-6200. I can give you this, yeah, yeah, yeah, yeah, it is 580. W as in William, 1, 1.
03:00
Speaker 2
okay. The email address I have here, ma'am, is Pamela. 63 at cast.com. clashcom.com. Okay. So what I have here, based on the older ticket you have, Ma'am, you have here a WHW03. Is that the same device you have right now? Okay, my wife. Okay. Ma'am, may I have the serial number, ma'am, please of this child node. [silence]
03:00
Speaker 1
Yes, since since we got him. I'm not sure when that was. Uh, gosh, I don't know. Let me look at my file and see if I got any dates in it. I've just been anything I have to do with him, I do it on the app. So.
04:00
Speaker 2
0 8 4 6 9. Got it. Let me just check. How many notes do you have in total, ma'am? 3. I'm sorry. Three, right? 3. Okay. Yeah. This is a MX6200. How long have you been using this notes already, ma'am? Is it more than three years or less than that?
04:00
Speaker 1
Of course. No, I would have to say it's been more than three years. but I don't have a day. I could look under, I got it off the Amazon. I think I should look under that. Let's see.
05:00
Speaker 2
Uh-huh. Okay. You have - Yes, ma'am. Sorry. Uh-huh. [ silence ] Okay. Again, ma'am, what's the light on the top of this known?
06:00
Speaker 1
it's stuffed solid red. Well, one room and I can see it from here. I mean, it's in the one in the garage is a long way away and it's still working. This one is just right here. And it's the one connected to my um computer. Okay, well, I've tried all that.
07:00
Speaker 2
10. how far is it it right now from the main uh go now okay I this okay I I I I I believe ma'am the next uh the best thing that we can do for this one is move this node so that you can add it back to your network dot you have less yes okay can you uh bring the vpn wire it over to the uh front office [silence This node, closer to the main node, please, less than a meter away now. [silence] Okay. The school is ready next to the parents now. Okay. Wait for the light to turn steady red, ma'am, and then do a soft reset. For this specific unit, the light indicator will change to steady blue if it's ready for setup and solid white if it's already online. [silence] Correct. Did you. Okay. Solid red. Okay, can you do a hard reset on this node now? There's a reset button on this device. This is a specific child node. Press and hold it for 15 seconds.
07:00
Speaker 1
OK. right she said the
11:00
Speaker 2
Okay. So I'll just need, since I believe this note is already out of warranty, ma'am. I believe you're already aware that we no longer provide free assistance for the out of warranty device, right? Yes, but no worries. But, yes, but no worries, ma'am. Um if you wanted to go ahead with the support over the phone, we do have a paid service. Uh that will be $15 for an hour of troubleshooting. And just to let you know that that $15 is non-refundable and not applicable for replacement. Anyways, I ask you to do a hard reset first on your Lenox device.
11:00
Speaker 1
Yes. Well, now. I just want to get it fixed, so if you could just help me through it, send me the bill or let me pay it, whatever. I just I just need it fixed. It's been like this for two weeks. I've tried everything. Yes. [silence]
12:00
Speaker 2
And because, I can also send you the full step-by-step guidance, Ma'am, on how you can add your child's zone. That's for free. [silence] Yes. Okay. Okay. No worries, ma'am. We will go ahead with that. So, would you like to go ahead with the paid service instead? Okay. Let me just prepare my tool. Okay? Just a few seconds. [silence] [silence] [silence] Your internet provider still cast.com them. Okay. Okay, so email address will be the same email address you have registered here, right? Pamela63@Castcom.com. Okay. Okay, so let me start with your first and last name now. Is it the same name you have under our record? Okay, so
12:00
Speaker 1
yes I'm going to use a MasterCard Oh, wait, wait a minute. Uh, I just found my order. I bought it on October 19th, [REDACTED_PAYMENT_DIGITS] So it is not three years old. [silence]
14:00
Speaker 2
Okay, so let me, uh, I'll just need to put, uh, put you in our secured line, ma'am, before I ask for the card details, okay? Okay. What card are you going to use, ma'am? MasterCard. Okay. Let me ask for the card number. Okay. Okay, well, that's good. Good thing, ma'am, you have it, um, uh, you have it.
14:00
Speaker 1
I was looking through Amazon to find it. Yep. I paid. What's the what? It's solid blue right now. Well, it's been like that before and then it turns red. I don't...I don't know.
15:00
Speaker 2
So, we can, yes, we're about to, you're about to pay right? Yes, yes it's a good thing ma'am to have this receipt. Okay, so I'll just need to send you an email, just reply with a copy of that receipt ma'am, so that in the future if in case you need to call us back, that will be, um like noted as in warranty. You can send it later on ma'am, right after this call. Anyways, what's the light on the top of the device right now? The light indicator on the top. Solid blue. Okay, that's good. That's ready for setup ma'am for this unit. So how about this? Yes. Okay, because it's not yet added ma'am. Anyways, do this, um.
15:00
Speaker 1
Okay. Uh-huh. What do you need again? Write now. Uh-huh. Uh huh. Okay. Okay. Okay.
16:00
Speaker 2
Yo yo yo yo yo yo yo yo yo yo yo yo yo yo yo yo yo yo
16:00
Speaker 1
Now it's white. It's flashing white. OK. Send it. I'll send it right back. I've got it.
17:00
Speaker 2
solid flashing white. Okay. That's good. So let's just give it, um three to five minutes to, uh, Boop ma'm. Hopefully after three to five minutes you'll have a white light on it on the top. So I'll send you the, um, uh, request for the copy of the receipt. Okay? okay. Yes. Yes. For us to change the status of your device here. Guess this is still tag as out of warranty.
17:00
Speaker 1
So I can just return that to that, reply to okay. Okay. Okay. OK. I sent it. [silence]
18:00
Speaker 2
Yes. Yes, ma'am. Yes, just uh, reply with a copy of the receipt, maam. [silence] [silence] Yes. Thank you. That's all they'll need. [silence]
18:00
Speaker 1
It's back on red. now. Okay and I've done all that that you've asked me to do and it always comes back to red. I have a computer, that's what I can't get on because this is not reaching it. I have an iPad too. [silence] I gotta go get it, it's out in the garage.
19:00
Speaker 2
[silence] Okay, so first thing you need to do ma'am is to, connect your iPad to the Wi-Fi of your, um, parent or your main Wi-Fi. [silence]
19:00
Speaker 1
Okay, it's connected. Uh-huh. Okay. Okay. 192.168.1.1.
21:00
Speaker 2
Okay. So, um, beside the Wi-Fi name where your device is, beside the Wi-Fi name, ma'am, that you're connected to right now, there's this blue circle. Can you tap on the blue circle, please? Okay. And look for the router numbers. What's the router number, ma'am? 192.168.1.1. Okay. that's good. Open a browser. please open a browser on your um ipad okay type those numbers you just um read to meet man on the edit respond
21:00
Speaker 1
I don't know if it's I got one or 1.1. Okay. Okay. So I what? It says log in admin. Okay.
23:00
Speaker 2
it's 1.1 ma'am ok so you'll be routing this page right you will be ... yes did you type the number on the address bar ma'am the address bar on the top [silence]
23:00
Speaker 1
Okay. Okay. Okay, well, I type it up. There, it keeps moving it. nine, two, one, three, one, So, Safari warns you when a website has a certificate that is not valid. Okay, Okay, what are you doing?
24:00
Speaker 2
I don't have a hand. Okay. Yes, you're in the right page, ma'am. You're actually in the right page. Uh, scroll down. If you're using, um, Safari, you have show details. Okay. Click on show details, and come then visit this website. Yes, visit this website.
25:00
Speaker 1
I did, but it's not doing anything. Oh, it's just, oh, there we go, maybe. I think I did it twice. Okay. Okay. Okay. Now I've got reset admin password. Right. The main one. Okay.
26:00
Speaker 2
[silence] okay. Yes, let's do Reset admin password ma'am. Uh, it will ask for a recovery key, right? Okay. Yes, recovery key is located underneath the main Lynx sys device ma'am. Yes, this it's a five digit number underneath the main notes.
26:00
Speaker 1
Okay. Alright, now to say password is it here in an easy to remember. No, hold on. I'm gonna put something right down right. Okay. Alright. So I have to change it from what I have it and put something else. Right.
27:00
Speaker 2
Yes. Uh, ma'am, by the way, this is not your Wi-Fi password, okay? In case you're confused with the print this is only for you.
27:00
Speaker 1
Does it have features like it has to be a capital. It has to be a one. I mean,[silence] [silence] Okay. Now, what I I changed it. So it's been successfully reset. Yes.
28:00
Speaker 2
so just to confirm, you're on Linksys Smart Wi-Fi tools, right? okay, that's good. okay, so let's try to do some changes, ma'am on the unit, on the parent note for this
29:00
Speaker 1
Okay. Okay. Okay. Do I have to... put a password in? I'm... On the lower right, I have okay. cancel, or apply.
30:00
Speaker 2
you um go to connectivity stay on basic first tab and tap details ma'am details is on the lower left okay I'm sorry lower right lower right okay I'm sorry ma'am not the password Ma'am lower right you have details tap details okay okay this is wifi details is it okay okay tap the ssid okay the second one Macfort SH-F180D scroll down please the next thing is the wi-fi password it is um IDMC printing it's very yeah it's very long we can just copy pasted oh okay welcome back ma'am quick steps go to the go to the quick settings scan open the fm wi-fi and tapping the wi-fi name tap the wi-fi name which is Macfort SH-F180D um now we go back okay going back from step 4 yeah you mentioned the connecting step by step Wi-Fi yeah processing now it is trying to connect please wait for a few seconds okay it's already successfully connect okay go ahead and try to print again thank you
30:00
Speaker 1
[silence] Yes. Oh, okay. All right. Got that. Detail. Router one is up-to-date, rather child9 is up-to-date and then the other one doesn't show. 1.0.14.216738. 1.0.14.216738.
31:00
Speaker 2
Habits for more updates. OK, . What is the firmware version of router one? Please. I'm sorry, can you repeat that one please? seven three eight OK, yeah, it seems that this is the most updated version. OK, so child nodes using the same form for version, right?
31:00
Speaker 1
Yes. Yes. Okay. Yes. Yes. Yes. Yes. Okay. Yes. Yes. Yes. Yes. every side I have CPCP.
32:00
Speaker 2
Right. The one currently connected there. Okay, good. Okay. So still under connectivity, ma'am. You have their local network. Basic internet settings local network. You have it? Good. Okay. Can you check local network right side. You have DNS. No static DNS one. DNS one. DNS two. Static DNS one. Static DNS two. You have. Okay, good. Is it all set to zero, ma'am? Okay. For DNS one, can you replace. [silence]
32:00
Speaker 1
All four of them. Okay. Okay. They're all eight. Okay. [silence]
33:00
Speaker 2
all zeros in the middle of the game. Yes. Oh, you just fulfilled box on ds1. Okay. For two, you replace it with 8844
33:00
Speaker 1
[silence] Apply, okay. Okay. This is my router is applying changes. Okay. Out are not connected to your router.
34:00
Speaker 2
okay, and then tap apply, ma'am. Okay. Okay. Okay, ma'am. Please let me know if you have an error message router not found. You're not connected to your router, okay. Okay. So, can you please reconnect your iPad back to your wife I network? You just got disconnected, ma'am.
34:00
Speaker 1
Okay. Okay. Unable to join the network. Okay. Okay. Okay. Enter password to join the network. Is that my Wi-Fi password or the one I just made? Oh boy. Okay.
35:00
Speaker 2
Okay, turn off the Wi-Fi of your iPad for five seconds. Turn it back on. Okay. So, are you back on next? Yes. Your Wi-Fi password, madam, yes. [silence]
35:00
Speaker 1
Oh. Okay. I think that worked.
37:00
Speaker 2
You're back on the page. Okay, that's good. Okay. And Ma'am, can you check the light at the top of your child node? Is it now flashing?
37:00
Speaker 1
It's still sturdy, red. Okay. Okay. Sorry. Okay. Okay. [silence] Okay. Okay. Okay. [silence] Okay.
38:00
Speaker 2
is it white? Or is it still steady red? Okay. still steady rate. Okay. We will try to add it using this interface. Ma'am. So, I will ask you to do again another hard reset on this node, only on the child node. Same thing, press and hold the reset button for 15 seconds. Okay. And while you do that, then ma'am, what'll OK if I place this call on hold for two or three minutes just need to check on some other resources here. Okay? Just do the reset. I'll get back to you. okay? Thank you, ma'am. stay on the line. [silence]
38:00
Speaker 1
but I paid the other friend after the show Yes. It's blue and it's, uh, hold on. I went in and folded laundry while you were off. Yeah, it's, it's steady blue. Uh, uh, yeah. Yeah. Okay, where it says reset password? Or further back? Um, uh,
43:00
Speaker 2
Hello, ma'am. Miss Pamela? Hi, ma'am. Thank you so much for patiently waiting. So, how is it do we now have a blue light again? Stadiblu. Okay. So on the page you have on your iPad, ma'am you're still on that page, right? Are you still on connectivity, ma'am? Okay. Can you please go back to the main dashboard, tap on okay, on connectivity. Oh, no, ma'am. Just on the main dashboard.
44:00
Speaker 1
I don't know what that is so what am I looking for? Yes. Okay, I'm there. Well, I got there but then it went back to connectivity and every time I get back to it it's the connectivity comes back up. mea oh uh hit that okay. Okay.
45:00
Speaker 2
okay can you check mmm even if you're under connectivity if you can still see that C A left there the bottom yes that's it mmm in line with that you have C A yes yes please all right okay
46:00
Speaker 1
I'm on connectivity, yeah. Yes. Okay. Oh, wait a minute. Yeah, okay. all right. Okay. Hmm. Still solid. Blue. Let me see.
47:00
Speaker 2
are you back on the page ma'am? did did it reload for a couple of seconds? Mhm. Yes. Okay. Okay. can you check if we have an option for um ca router set up? okay tap on ca router set up okay okay so you will have an option to add a node wireless or wired ma'am on that page. so since your node right now is ready for setup, let's go ahead and add this child node using the wireless setup or wireless um option. click uh tap on add wireless child node. then check the light on the top of the uh of the child node ma'am if it's flashing white.
47:00
Speaker 1
it. Oh. Yeah. Now it's flashing blue. Oh, now it's white. Hold on. Now it's flashing white. Okay. Okay. Okay. Thank you so much. I'm hot and tired and it's been a long day already. Okay. No. Yeah, I'll be happy to. I'm just glad I found the uh receipt.
48:00
Speaker 2
Do it again, man, until it's flash white or flash red or blue. Okay, that's good. So since it's now, OK. Yeah, that's good. So since it's now responding, man, let's just give it another 3 to 5 minutes, okay? [silence] Okay, thank you, ma'am. Just let me know if there's any changes on the device. [silence] You're welcome. Ma'am. [silence] I understand, ma'am. I apologize for that. Anyways, yes. Mm-hmm. You will be able to make it work. [silence] solid white okay let's just give it a couple of seconds minutes more Ma'am just to be sure [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] solid white all right let's just give it a couple of minutes more Ma'am just to be sure [silence] [silence] [silence] [silence] solid white agreed to give it a few few to be sure [silence] solid white couple of minutes more Ma'am just to be sure
48:00
Speaker 1
Yes. [silence] Should I put done adding child's notes or just go to okay? [silence] Okay.
52:00
Speaker 2
okay did it say solid white ma'am okay so um tap on okay on the page you have already here yes yes yes you can tap that before you tap okay okay good yes
52:00
Speaker 1
Okay. I do. Okay. Oh, you don't know how much I appreciate this. Oh, oh. Oh. Oh.
53:00
Speaker 2
let's kindly go to device list ma'am, device list, that's under, yes, can you now confirm if you now have three nodes online okay, that's good, so that means that this node is now connected or back to your network okay, so let's just give it another 30 seconds, ma'am, before you unplug the node and bring it back to its original place okay. you're welcome, ma'am, okay, so yeah, let's unplug, uh, unplug the node now and put it back to your preferred place, we will just give a few minutes to reconnect, ma'am, and we will check uh why you got disconnected.
53:00
Speaker 1
I wish that there was no light. That's just to make sure that now the Bell's on my phone. Okay, it's plugged back in and it's flashing blue. Okay. [silence] Okay.
54:00
Speaker 2
OK, yes, ma'am. So let's just give it another two to seven minutes to reconnect and we will check, yes, we will check it signal strength so that you will know what's the reason why it got disconnected.
55:00
Speaker 1
it's down no not up here oh no it's still flashing I thought it was solved Is there an option? uh, don't take 1 and 2. Well, 6 1 and 2 is just a disclaimer. Uh, bad clappers. They're just a typo. Thank you.
56:00
Speaker 2
Okay, that's good. Yes. Okay, let's just give it a couple of seconds more, ma'am. And then we will check what is the signal strength so that we will know it's it got disconnected... [silence] Thank you. Yeah, any to do. Oh, yeah. I think you have to…you have to plug it in a certain way so that it will it will uh um, get the internet. Now it has to be connected [silence] for it to work. Okay, okay. And um, okay. And is it like clipping, ma'am, or does it have like the part that's pointing out? Okay, yeah. Can you see the part right here? [silence] Okay, are you seeing that, ma'am? [silence] yeah. Okay, here we go. Okay.
58:00
Speaker 1
... the signal did not change ... So where would I see that signal change? ... don't see a signal change on this. It's got the same manufacturer model, firmware, and then a bunch of IP addresses. And the second one has the same as well.
60:00
Speaker 2
Okay. The signal strength map on these nodes, including the one that is currently working. If you tap on the child node map, you will see a detail, like details on this nodes. Mm-hmm. [silence]
60:00
Speaker 1
[KEEP_UNCERTAIN] No, it just says device details, name, child nodes one. linksys MX 6200 series OS and there's nothing there. firmware version. date. And then all the IP addresses. The second one. says exactly the same thing.
61:00
Speaker 2
No, uh sending no strength. Uh-huh. No.
61:00
Speaker 1
My internets on my computer now. Hey. But there's nothing that change why it change, is that it changed. Uh huh. Both of them. Yeah. And it only took two hours on the phone. Best. Thank you, I appreciate it. We'll do, thank you.
63:00
Speaker 2
okay. uh, kay. sorry ma'am. how about your child node? is it still saying online? okay. well that's good to know, sir. yes. so you managed to add this node back to your network. okay. yes. sorry for that, ma'am. um actually, we did not encounter any problem on the way. this should not take that long. 30 minutes will do. anyways, thank you so much for your cooperation and for your patience, ma'am. you're welcome. have a good day and please stay safe and feel free to call us back for any other concern. you're welcome.
63:00