V2 Rubric Detail — 17833ff2-7c7d-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 16:33
Duration
60m 5s
Contact
Thomas Pearcy
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00135173
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_CNs got disconnected to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent conducted thorough troubleshooting and demonstrated ownership, but failed to achieve a working system or valid escalation path. While technical accuracy was mostly sound, minor misinformation about product availability and firmware status, combined with suboptimal communication efficiency, prevented full resolution. Outcome remains partial due to lack of confirmed fix or supported replacement process.

V1 Case Analysis

Customer reports two WHW03 child nodes solid red after power outage; parent node solid blue. Agent performed resets, 5-press on parent, promoted child node to parent, unable to restore nodes. Determined likely hardware failure due to age and out-of-warranty status; advised replacement purchase and will email product options.

Troubleshooting Steps
  • Asked customer to place child nodes within 5 ft of parent node.
  • Instructed 30-second hard reset on each child node.
  • Performed a 5-press reset on the parent node (intended for escalation).
  • Attempted to promote a child node to parent by connecting it directly to modem and resetting.
Key Observations
  • Agent correctly used the 5-press method on WHW03 (confirmed compatible per KB).
  • Agent attempted to promote a child node to parent, which is a valid troubleshooting step for mesh systems.
  • Model and serial numbers were not collected at the start, but warranty status was correctly identified as out-of-warranty based on age and support policy.
  • No successful restoration of child nodes; issue was left unresolved and escalated to replacement recommendation.
  • Agent provided a valid self-help path for out-of-warranty customer (email with product information).
Positive Highlights
  • Agent correctly identified the WHW03 as an older, out-of-warranty system and explained that replacement parts are not covered.
  • Agent offered a practical self-help path (email with product information) for out-of-warranty customer.
  • Agent attempted multiple troubleshooting steps (resets, 5-press, node promotion) before concluding hardware failure.
  • Agent remained patient and professional throughout the call.
Agent Errors / Gaps
  • Provided a 30-second reset duration for child nodes (standard is 10-20 seconds).
  • Did not explicitly confirm the 5-press method was for escalation, not pairing, though the procedure was technically correct for WHW03.
  • Did not attempt the standard WHW03 node pairing method (5-press is valid but not the primary pairing method).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 90%
Customer ended call without restored functionality or confirmed RMA/replacement path; agent only recommended replacement without confirming hardware defect or providing a validated outcome.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through power cycling, resetting child nodes for 30 seconds, attempting 5-press on parent, promoting a new parent node, and testing with different power sources — all relevant steps for mesh node recovery.
R3 Met Correct resolution path conf 90%
Agent correctly identified WHW03 as out-of-warranty, performed best-effort troubleshooting, and only after exhausting options recommended replacement — aligning with OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified symptom (child nodes solid red), confirmed parent node solid blue, asked about ISP, Wi-Fi name, serial numbers, and recent power outage — establishing clear diagnostic context.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct physical tools (reset button, 5-press method) appropriate for WHW03 mesh system; no remote tools available or required for this hardware-level issue.
T3 Partially Met No misinformation conf 90%
Agent correctly applied the 5-press method for WHW03 and reset procedures. However, the agent made unsupported claims that WHW03 firmware is 'outdated' and 'no longer manufactured' as a reason for failure, and claimed the MX6200 is 'sold only in Amazon', neither of which are stated in the provided KB.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but allowed multiple long silences, lost flow during transitions, and introduced weather discussion which derailed focus.
C2 Partially Met Confirmed understanding conf 80%
Agent used accessible language but failed to confirm understanding when customer expressed confusion about 'router password' vs. 'email login'; did not adapt explanation to clarify dual login methods.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, stayed on call through extended troubleshooting, and honored commitment to send follow-up email.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to send product info via email 'after this call' and offered callback support, but gave no specific timeline or ownership for the email, reducing reliability.
O3 Not Applicable Closure confirmation conf 100%
No prior contact referenced; no handoff occurred — confirmed first interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — agent appropriately handled L1 troubleshooting for OOW hardware issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent expressed appreciation and acknowledged patience, but empathy was brief and reactive; did not proactively validate frustration from prior failed support attempt.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s conversational tone at times but failed to adjust when customer showed confusion about app login, leading to repeated missteps.
X3 Partially Met Overall experience conf 85%
Customer performed multiple resets, moved nodes twice, tried different power sources, and attempted app login — steps that could have been better coordinated to reduce effort.
Call Transcript99 turns · 105 lines
Speaker 2
Welcome to linksys, 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, linksys.com for more information about your product.
00:00
Speaker 1
[silence] Yes, good morning. My name's Tom Peirce and I didn't catch your name, I'm sorry. [silence] Okay, Theresa, is that correct?
01:00
Speaker 2
how can I help you my name is Erzähl Okay, thank you so much. surely. Let me just pull that one up. uh, okay, sorry. Thank you, sir. So, how about the email address?
01:00
Speaker 1
yes yes that that is correct I think that's one of the of the uh serial numbers on the three that I have. I have one close, sitting real close to the modem, one on a stairway in the next room, and then one upstairs in the bedroom in total. Yes, uh huh. Yes
03:00
Speaker 2
Thank you so much sir. And this is still the best callback number in case the call gets disconnected. The one that ends in 7143. Okay. So, base here sir, with the serial number you have, DWHW03, is that the system that you're trying to work on? [silence] So you have three nodes in total, right? Okay. And what is your internet service provider, sir? Is it still AT&T? Okay. So [silence]
03:00
Speaker 1
I think what happened, I think what happened is we had a a power outage a little over a week ago and it just screwed everything up in in pretty much in the neighborhood. Um the wi-fi, uh, I had to change uh my network name and I had to change my password. So that's a little bit of background. and since that time, uh, I have not had any linksys support uh for my wifi. Yes, I do.
04:00
Speaker 2
Okay. But so far, sir, do you have internet right now or no? Okay. And what's the LA okay.
04:00
Speaker 1
The, um, the one that's next to the uh, to the modem, I'm going there, it has been... blue, um, and it is still a solid blue. The uh, the one on the stairway and the one upstairs are red, and been red, and I've unplugged and plugged them back in and all that kind of good stuff. And to no avail. Yes. No, uh, they're not blinking, just solid. [silence]
05:00
Speaker 2
Okay. [silence] Right. Okay. [silence] The parent node is a solid blue. [silence] but the child nodes are solid red or is it blinking red?
05:00
Speaker 1
Yeah, I went I went through this with with someone else a while back. Um, and we I either they we lost contact or I had to had to go or or whatever and then I got a survey which said, how did you like your service? And I could not uh answer that uh because didn't have any service. So. So, that's where we are. what you want me to do? I'm sitting next to the modem and next to the um the Wi-Fi uh
06:00
Speaker 2
Okay so but for your parent node sir. Can you still see the WiFi name? Are you still able to connect to the main WiFi?
06:00
Speaker 1
Big tower that I have. Okay. The Life I name. Yes. and it is eight. Seven Echo, Whiskey, the number three V as in Victor C. as in Charlie small A That's a network name. And that is what is on my phone. Yes, and checked that it is is working.
07:00
Speaker 2
okay, I need uh we have to make sure first sir that um your wi-fi name is showing, can you go to your wi-fi settings of your phone? And then what's the wi-fi name sir of your network? Do you know? So that is showing sir on your phone. Okay, all right, so I need you sir to grab the child nodes.
07:00
Speaker 1
[silence] Okay. So I need to bring the the the two others down to where the main node is. Is that what I understand? Okay. I will I will go do that. I have have a cup of coffee while I while I go get them. Okay. I have a rather large
08:00
Speaker 2
Is it possible for us to place it near the parent node? Because we will re-add them back to the network since they're solid red. So we have to set them up again for those child nodes only. So I need you to grab them and then plug them near the parent node at least 5 feet, if it's possible. Correct, sir. Yes, correct. Okay, you can take your time. I'll just be here. Yes, sir, at least five feet away from the main one. That's okay sir, no worries, you can take your time, I'll be here. Sorry sir.
08:00
Speaker 1
let me plug it in n Now I just need to get them five feet away n right now I have nothing n on on N then There's no color at all. They are plugged in. I'm trying to move them away for five feet. That is one. And there's the other. They are both plugged in. I have no, I have no color at all on them. Yeah, I, I will, I will do that. [silence]
12:00
Speaker 2
But they're plugged in already, sir, right? Or not yet? [silence] Can we double-check there if the extension that you're using is working? Do you have another outlet? Or... [silence]
13:00
Speaker 1
well i i i think i have a a really really dark blue well no i'm i'm not i'm not sure that that's uh i i did see it flicker for a second [silence]
14:00
Speaker 2
Okay. As long as, as long as they're like solid bluish, blinking blue.
14:00
Speaker 1
and i'm checking that they didn't come unplugged and they did not. but it is certainly not the the regular nice light blue that's on the main node. Should I should I get another extension cord? Okay, I'm going to try something else here. [ silence ]
15:00
Speaker 2
okay you can say yes
15:00
Speaker 1
Okay, I'm going to have to get a new extension cord because I have empty places to okay, I have one. I plugged in one of the of the satellite into the extension cord and it blinked uh the bright blue and then went out. So I guess it's the extension cord. Huh? Okay, have a cup of coffee.
16:00
Speaker 2
Probably serious, but you can grab sir, another extension cord. I'll just wait.
16:00
Speaker 1
Okay. I'm going to leave the phone upstairs, but I'll be right back soon as I can. All right. Thank you. [silence]
17:00
Speaker 2
Okay, sir. And rules, you're welcome.
17:00
Speaker 1
OK. I'm back. And. Getting things set up. Plugging. you're kidding me. I had it I had them blink once and then it went off.
19:00
Speaker 2
Hmm, okay. Both.
20:00
Speaker 1
Yeah, I'm... Okay, both of them are on, both went off. Okay. They are, yeah, I got a, uh, uh, what you wanna call it? A multi, a multi, uh, electrical, uh, bar plugged them in. Uh, both of them are in the same bar. And, uh, the main mode, just gonna...
21:00
Speaker 2
In the beginning sir, both child nodes, they blink and then they remain off. Okay. Let's try to give them like 60 seconds sir, but they are already plugged into the extension, right?
21:00
Speaker 1
[silence] and we have nothing. in the other. Yes, the uh the main node is is plugged in to uh another charging uh uh surge protector strip and the extension cord is plugged into another of the sockets on the same surge protector strip. Okay. I got red lights on the two satellites. Yes. Uh-huh.
22:00
Speaker 2
And you are using, so there you're using the original power supply of the child nodes, right? [silence] [silence] Oh, okay. Solid red, sir.
22:00
Speaker 1
[silence] Okay. Okay. [silence] Okay. We can we can do that. [silence] That's gonna make DNA. No, I I I got a pin for that. Okay. All right. Now here we go.
23:00
Speaker 2
Okay. So, um, since they're solid red, I need you sir. Okay. So what we will do? We will have to reset the child nodes only. We will not do anything with the parent node. So on the child nodes, you can just use, um, you can just start any nodes you'd like to start first with the reset, but I need you to press and hold the reset button of the child node for at least 30 seconds. Okay. You can also use a sir, or you can, um, you can grab or, um, you can use a push pin or a paper clip to assist you with the reset, but if you can use your finger, you can. Okay.
23:00
Speaker 1
Are you timing me? Yes, I, I'm, I hit, I'm hitting the reset button. I can't see it, uh, yeah. Okay. It is nothing right now. Okay. Okay. I'm pushing. [silence]
24:00
Speaker 2
Are you starting, sir? okay how's the light so far? ah, okay well, you can actually let go now, sir okay, let's just give them uh, let's just give it some time let's try sir, with the other node while we're waiting for the first one.
24:00
Speaker 1
nothing is happening on the first one, it's still dark. I'm going to release the second one. Okay. Nothing. Okay, I got one, number one's come back on an it's red. Is that a good sign?
25:00
Speaker 2
okay okay that's fine sir um yes just in time sir you can let go now okay [silence] um that's a good sign sir since it lit up
25:00
Speaker 1
okay where are you located oh wonderful how's your weather oh oh that's not good oh well it's going to be 90 degrees here in Nevada okay we have two red lights
26:00
Speaker 2
[silence] We are located there in the Philippines. [silence] Well, so far, we are expecting sir a super typhoon. [silence] So, it's quite rainy. [silence] Is it's raining today, actually. Yeah. [silence] Right. [silence] So,
26:00
Speaker 1
Okay. Okay. okay. Okay, here we go. Three, Two, One, [silence] It's, It is blue.
27:00
Speaker 2
So I need you to go to the parent node, and I need you to, I need you to press the reset button of the parent node. Do not hold it, just press it five times. Just press, release, press, release. Not too fast, not too slow. just the minimum amount of speed. The interval, sir, is one press per one second. So, do it five times for the parent node. Okay. Okay. Okay. and how's the LED lights sir of the parent? Is it blue? Okay. Let's, I'm going to
27:00
Speaker 1
Got a hole for two minutes. Oh. Oh. Okay. What we are hoping for is that the the child nodes will go to blue. I'm
28:00
Speaker 2
I'm going to set up a timer for at least 2 minutes here on valve one. Don't hold it. I'm just going to set a timer. Let's see if the parent node will try to look for the child node. Either solid blues or solid green because as for the WH3, usually it already has an old firmware. So the LED sometimes will just solid green.
28:00
Speaker 1
Number one and two are still red. Yes, Maine is still solid blue. Okay. Okay, we'll do. One, two, three, four, five. Solid blue and two reds. [silence]
29:00
Speaker 2
But anything different on the lights or still the same solid red? Okay. Try one last five presser, but um try to do it like one, two, three for that kind of interval. Okay. Okay.
29:00
Speaker 1
yes I do I'm trying to find this moment okay here we go I'm opening it says my chartered wi-fi 70-2G has no internet connection troubleshoot and it says replace mhm still solid blue huh
30:00
Speaker 2
Do you have Sir D. Lynxess app? By any chance. Okay. Can you open link app for me, Sir? Okay. Okay. But the, L, but the LED lights on the parent node, is it still solid blue? Okay. Can we go to the Wi-Fi settings?
30:00
Speaker 1
Go to my settings. That's good. Okay. Yeah, we're uh we're still at ATT 70W3 the VCA. It's still checked, still locked. log out. okay Okay, I have now managed your Wi-Fi. Set up a new Wi-Fi network. Okay?
31:00
Speaker 2
Your phone, let's make sure first that we are connected still to the parent node's Wi-Fi? Yes, you go to settings and then Wi-Fi of your phone. Okay. Um, all right, let's go back to the Linksys app and then I need you to log out on the Linksys app. Yes, sir. So, open Linksys app. Manage my Wi-Fi. Okay, select sir manage. Your Wi-Fi.
31:00
Speaker 1
Managed setting at home or away from home. Can you log in? I have a login. My phone says logout. I have a enter email address, enter password. Email or router path word. I don't know what's a router path word. Okay, I'm sorry. I didn't understand what you said. Okay. Good. Okay. Good. Okay, this is go to your phone's settings and tap on Wi-Fi, select your Wi-Fi from the list. Once connected, return here.
32:00
Speaker 2
You have two options to log in. Right? That's in there. No worries. Just let's just select your router password and select there. Login using router password. Okay. So it's not did it does. Does not.
32:00
Speaker 1
uh I have a a tablet uh but I don't know if that I don't use it. I don't know if it's uh if it's charged. Let me see. Uh we still have one blue, two red. Should I go with the the router password where you go to settings like we did before? Okay.
33:00
Speaker 2
Okay. Um, yes sir. We have to try to do that one, um, but let's try to use a different device instead. Um, out.
33:00
Speaker 1
You know, I've never had this much problem. Normally, uh, If I've had, if I've had a problem, I just, uh, unplug the router, then unplug the, the, uh, the main node, wait five minutes and plug everything back in again and we're good to go. Uh, this is the first time that, uh, uh, been really stumped on what's going on. Could it be that these, these nodes are, are too old or, or not good or something? That, that, that's what I'm saying too. Terrier. Yeah.
34:00
Speaker 2
Well, that's what I'm going to inform you as well, sir, as for the W-0-3.
34:00
Speaker 1
[silence] Okay. Well, uh yeah, I just got a thing um, came on the phone. Unable to detect a connection to your Wi-Fi. Try the steps below or see more tips. And the steps below were to go to settings and, you know, select the, the Wi-Fi from the list and then return. [silence]
35:00
Speaker 2
It is actually part of our first generation router. So, usually it has the old Wi-Fi technology, which is Wi-Fi 5, and the firmware is already outdated for this one. So, I And we also no longer manufacture this, and the newer Wi-Fi technology right now is Wi-Fi 7. So, it's, it's kinda old actually for this um model like WHW03 system. [silence]
35:00
Speaker 1
Would it be just? Yeah, go ahead. Yes, uh-huh. AT&T. I have a AT&T Uverse. Well, I'm, I'm looking at the uh the Wi-Fi here and it's, it's uh flashing. Wi-Fi is on. I have a Wi-Fi password that's right on the uh on the uh con- the console. And I have a serial number, a pin, network, name is that ATT70W3VCA.
36:00
Speaker 2
Usually, sir, for the W H W 0 3, I'd like to actually make sure that it it doesn't have any hardware issue because it remained solid blue. Do you have, sir, also a Wi-Fi from your internet service provider? And then what's the Wi-Fi name, sir, of your AT&T?
36:00
Speaker 1
Model two six eight AC FXN, if that helps. AT&T, yes. Uh-huh. Yeah, go ahead on. I'm up for whatever you can help me with and I will I'll tell you that if it gets to the point where you you know you recommend after all you're trying that we just uh get a you know an another system an updated system I'm I'm game for that. You know, it's it's been here a long time. This
37:00
Speaker 2
So the, the, the Wi-Fi name, sir, that you're connected again on your phone, it's AT&T, right? Hmm. Okay. Is it okay, sir, if we will try, sir, to reset the main node. Let's make sure that there's no hardware issue on that node.
37:00
Speaker 1
The system, okay. well, the serial number is 9404 you have that? okay. Sure. okay, they're both off. [same as the right channel]
38:00
Speaker 2
I see. Okay. So, well, we'll try, sir, all our options, so we will exhaust our options before we proceed with the recommendation. So, um, yeah, for the parent node, sir, what's the serial number, sir, of the parent node? It's the one that ends in 09404, right? Okay. Okay. And then, yeah, that's the one, sir, that I have here on file. Can you turn off, sir, the um, can you unplug those child nodes? We'll focus with one node for now. Okay. Thank you, sir. All right. Okay, we'll start fixing plugging in the um, the three nodes one at a time so we can start highlighting, um, creating a new um, restore of that of engineering configuration or re-helping absence of that configuration with the um, old restore okay sit back and just wait but thank you so much for having patience.
38:00
Speaker 1
Okay. I gotta tip it away from me. I'm holding it. Ah. This is a little more difficult. Ah. Yeah. It's a bad. Ah, man. Well, man. Okay. Uh, I have solid blue and I'm pushing.
39:00
Speaker 2
Mm-hmm. Okay.
39:00
Speaker 1
Yes, uh-huh. Um, I was able- uh, I get my finger up there. I hadn't-hadn't thought about that. Still holding. Yes. Okay. I did. Still blue. Yes.
40:00
Speaker 2
you're still pushing sir the reset button okay and it still remains solid blue sir right okay okay let's go sir That's all vibrating sir and it remains solid blue sir right
40:00
Speaker 1
[silence] Okay. Okay. I've unplugged uh the main node. And now I'm gonna turn on the power to one of the uh uh number one or number two. Uh
41:00
Speaker 2
ok. Right. Let's try this one, sir. Uh, I need you to unplug this old uh parent node and then set it aside. Do not plug in it yet. And then I need you sir to select one of your child nodes to connect to your AT&T router. So we will try to promote a new parent node. Select one right. One moment, please. [silence] Um disconnect first year the main node to your router.
41:00
Speaker 1
I have it disconnected. okay okay, you so Wow that's hard to get out. It would be a yellow cable correct? Yeah [ silence ]
42:00
Speaker 2
Okay. And then plug in and then, connect first the cable to the new parent node. And then, after you connect the cable from the router, then plug it back in. Correct. So, yes, from your, um, from.
42:00
Speaker 1
okay. okay. well this is a interesting. okay. okay. that's unplugged. the main node is now unplugged from the router. and. I gotta go get. okay. I. yeah. okay. I plugged uh.
43:00
Speaker 2
The parent node is connected from where the admin account is created in the private calculator application, where it was originally connected. Correct, I say yes. Okay, let's give it some time, sir, since we just plugged it in. And then what's the serial number, sir, of the new parent node now?
43:00
Speaker 1
64
45:00
Speaker 2
Okay, thank you so much. [silence] are there any lights there? not yet thank you [silence]
45:00
Speaker 1
I have a red light. Okay. okay
46:00
Speaker 2
Mhm. Red light. okay. So let's try. sir, I'm just going to set a time. time for at least 60 seconds. and then I need you to do I need you to do one last reset of this new parent node after 60 seconds.
46:00
Speaker 1
I'm looking on the on the bottom of this. Uh, okay I have underscore uh Vela secure set of six Charlie eight. No, my finger. So I can see it.
47:00
Speaker 2
This new parent node, sir, the default Wifi name or Wifi network name on this one is "_velop_setup6C8", right? Um, yes, sir. Okay. All right. So, yeah, try again, sir. Press and hold the reset button. Um, are you using, sir, a pushpin or a paperclip? Okay. Maybe we can I see. Maybe we can try, sir, like a pushpin or a paperclip and then just let's just
47:00
Speaker 1
okay, I'm, I'm pressing it now with my finger and it's a lot easier for me rather than the the ballpoint pen, cuz the ballpoint pen slips off. I am right now, huh? Have been for a little bit. And we have nothing on there. I did. Okay.
48:00
Speaker 2
sound from 30 seconds. Let me know if you heard press the reset button. okay. I see. and you're holding the reset button right? okay. okay. alright. And then you can let go now, sir of the reset.
48:00
Speaker 1
Have you ever had one of these with this much trouble?
49:00
Speaker 2
[silence] [sound] ] Well, usually, sir, we have so far with the WHW-03 due to the firmware, since I think the last update on this was quite a while already. [sound] [silence] [sound] We have received similar cases, to be honest [sound] [silence] before power outage, [sound] sometimes one node gets defective, [sound] like it remains solid blue and then the SSID is no longer visible. So it damaged the software because of the [sound] [silence] power surge, and then sometimes
49:00
Speaker 1
Well, well, I'm, I'm leaning towards a whole new system. You've spent a lot of time on this but I, and I really appreciate it. Thank you. Yeah, it I've let go probably for about a minute now and we we have nothing. Correct.
50:00
Speaker 2
Sure. Just because of the old age, the node dies down. [silence] Here. [silence] Yeah, we'll just exhaust our options and if we're still unable to work one node, then I think it would be best really if you just replace the whole system so it would be less hassle for you next time. [silence] But so far, did you let go, sir, of the reset button? [silence] Or it's we still have like no LED light, right? [silence] Supposedly, that's not that is actually, [silence]
50:00
Speaker 1
okay how long have you been working with Linsky's oh wow oh very good very good now let let us say we decide that a new system is is the best thing to do it was it's going to be shipped through the mail to me
51:00
Speaker 2
Not the behavior of the node. After the reset, it should came back solid blue, but after like 5 seconds, it will start blinking blue before it turns solid red, but let's just - let's just wait for a while. So far, sir. Five um, five years, almost six years now. Yeah. Uhuh. Well, as for this one, sir, the device is also showing blue and then red before it turns on. Yeah.
51:00
Speaker 1
all right so so all right so i go down to best buy and i buy the lynx system and i bring it home and i i would get is there a way to get more boost out of the the new system
52:00
Speaker 2
showing as out of warranty, so for out of warranty devices, we no longer process any replacement and uh we no longer do direct sales on our end, so you can purchase our products through Amazon or Best Buy, Walmart, or any retail stores. Yeah, currently, right now, sir, uh, we do have a Wi-Fi 6E, um, that is our model MX6200. So that, Wi-Fi 6E is equipped on that model. And it's, it's an excellent performance and um high bandwidth to accommodate multiple users simultaneously and multiple devices. So It's very stable connection also for your existing I.S.P. Because you told me that you love reducing uh speed, If you know what I mean, sir, pace, your device's speed is reduced right now and our routers with MX6200 models can accommodate multiple devices, devices and multiple users. Currently, our model 6200 is available, is sold only in Amazon. You can only purchase that in Amazon. So right now, since your warranty is expired now, sir, we cannot process any credit or change device for replacement, if that makes sense to you. Yes, yes.
52:00
Speaker 1
and on the stairway leading down to a lower level. The other one is through the living room and up a flight of stairs into the bedroom. Is there with this new system, this model 60 system, I don't have one of these in the lower level where I do have it. It could be an apartment, but I have another desk down there. If can you buy uh like I have three on my system now. Can you buy four to cover the whole house? Oh, okay. Okay.
54:00
Speaker 2
Yes you can sir as long as, uh, how many nodes you need, you can actually but I think, uh, on pson, they can they they only sell it as three packs so you only have 3 nodes per, per, um,
54:00
Speaker 1
Okay. Okay, well, we're still we're still dark on on this one. Uh, the new node. Okay. [silence] Okay. Okay.
55:00
Speaker 2
But you can actually add one. Hmm. I see. I think there's a behavioral problem already, sir, on this one. From what I could think of, this node already is defective. So, the parent node, the reason why I ask you to switch, sir, because as for the parent node, I actually have a hunch on that one already, that that is already defective because it remains solid blue. And then whenever we open the lineal app, it asks you to connect to the Wi-Fi. So, more likely the Wi-Fi of that parent node is no longer broadcasting. So, that's why the child mode as well remain solid red. We can try one last reset on this one, but I think [silence]
55:00
Speaker 1
Let's let's yeah, Yeah, uh I I I think uh okay, so the help that you've given me um has been wonderful. It's a shame that the equipment, uh sort of died on us. Uh so that's all I have to do now is just uh detach everything, correct? Detach all the nodes and throw them away, basically. And go down and get another system. Okay.
56:00
Speaker 2
Yes, more likely. Yeah, that's what I'm about to say as well, sir. [silence] Yes, sir, correct. And I'll be sending you an email as well, sir, so I'll be sending you an email for our, um, newer products that I think would be much more preferable depends on. [KEEP_UNCERTAIN] on your network and also the environment that you have for the nodes that you will be placing them. So I'll send it to you via email so you can read about the model first before you purchase them, okay? So at least you have Well, as for me, sir, I don't think so that you actually really need them because so far you're actually able to follow the steps that [silence]
56:00
Speaker 1
[KEEP_UNCERTAIN] okay. okay. yeah. some money. yeah. yeah. okay. okay so where are we now just uh that you're going to send me some information and then we will uh or we can disconnect now is that correct? okay. [silence] okay. and is there a survey
58:00
Speaker 2
We're actually really doing. I think you can do it on your own, but you can also give us a call back, so we can assist you step-by-step. I I think, I think that would be probably much more better and would save you, um, will actually save you more money. Yes. That's correct, sir. So you can disconnect the child nodes or the parent node now, all of the nodes that's currently connected. And then I'll send to you the email after this phone call. Just give me five minutes, allow me to gather all the needed information. And then you can read to them first and then once you decide you can purchase them via Amazon or any retail stores you have there.
58:00
Speaker 1
you can send me that I can give you an excellent impressive uh uh uh score okay uh well thank you so much for all of your help and I'll be uh watching for your uh email. Okay that's great. And you uh you be safe during your storm. Uh-huh [silence]
59:00
Speaker 2
uh, that's okay, Sir, uh, I, uh, we actually don't have controls with our survey, so they are actually just sent randomly per case, but that's okay, Sir. I actually really don't mind the survey as long as I'm, I was actually able to help you out. uh, I'm actually really happy if we're able to solve it, but there's actually already a hardware issue. So that's actually okay. Okay, Sir, right. And then if anything else, don't hesitate to give us a call. You can always just give us a call so we can assist you, okay? Thank you so much, Sir. You as well, there, Sir. You take care always and good health.
59:00