V2 Rubric Detail — 18cb36fc-6342-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 13:58
Duration
54m 7s
Contact
Julia Harding
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132567
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Add CN
⚠ 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

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution2.81/5
Technical1.56/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp1.79/5
Overall54.7% (+26.7)

V2 Grader Summary

The agent achieved a successful resolution as the node was restored and confirmed working. However, the interaction was marred by significant technical inaccuracies: using the invalid 5-press method on an SPNM model, providing incorrect warranty policy, and giving wrong web UI instructions. These errors increased customer effort and undermined trust, despite the final outcome.

V1 Case Analysis

Customer reported WHW01 child node not pairing with SPNM56 router. Agent attempted 5-press pairing (incorrect for WHW01), used wrong admin URL (myrouter.local instead of myrouter.info), misinterpreted LED states, and incorrectly claimed warranty expired. Node eventually showed solid blue but app remained unresponsive. No validation or follow-up path provided.

Troubleshooting Steps
  • Reset child node (20-second hold)
  • Attempted 5-press pairing on parent router (incorrect method for WHW01)
  • Accessed router admin page via 192.168.1.1 and myrouter.local (wrong URL for SPNM)
  • Used Add Wireless Child Node in the UI
  • Relocated node to improve signal
Key Observations
  • Agent gave multiple materially incorrect technical instructions: used 5-press pairing (invalid for WHW01), used myrouter.local (wrong for SPNM), misinterpreted LED colors (purple/pink not used on SPNM), and incorrectly claimed warranty expired.
  • No validation of the fix: despite solid blue LED, app remained unresponsive and agent did not verify device connectivity or internet access.
  • Call lacked structure: agent jumped between app, web UI, reset, and relocation without logical flow or confirmation of results.
  • Agent failed to offer any self-help path, KB article, or follow-up option after unresolved outcome.
  • Long silences and overlapping speech ([31:00], [40:00]) indicate poor call control and possible disconnection issues.
Positive Highlights
  • Collected customer name, email, phone, and device serial/model number (timestamp [01:00]–[04:00]).
  • Attempted to use web UI as an alternative path when app failed, showing awareness of multiple access methods (timestamp [20:00]).
  • Eventually guided customer to a state where child node LED turned solid blue, indicating possible reconnection (timestamp [43:00]).
Agent Errors / Gaps
  • Suggested 5-press pairing method for WHW01 child node — this method is not supported for Intelligent Mesh devices like WHW01 (timestamp [15:00]).
  • Directed customer to http://myrouter.local — SPNM56 uses http://myrouter.info for local access (timestamp [25:00]).
  • Misinterpreted red/purple LED as 'setup mode' — SPNM devices do not use purple/pink LEDs; this indicates a misdiagnosis (timestamp [12:00], [32:00]).
  • Incorrectly stated warranty had expired without verification or lookup (timestamp [23:00]).
  • Failed to validate successful pairing through app or device connectivity — relied solely on LED color without confirming network function (timestamp [43:00]–[45:00]).
  • Provided contradictory instructions: told customer to use web UI while also suggesting app-based fixes, creating confusion.
  • Did not offer any KB article, self-help resource, or follow-up path despite unresolved app issues (timestamp [53:00]).
  • Allowed long silences and overlapping speech without regaining control (timestamp [31:00], [40:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent states 'we have successfully added it to the network' and customer confirms 'all fine now' with the node showing solid blue/teal and three nodes visible in the app.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed resets and attempted web UI pairing, but used incorrect 5-press method for SPNM model and failed to use correct Pair button method per KB.
R3 Not Met Correct resolution path conf 90%
Agent stated 'we no longer provide three technical assistance' due to expired warranty, violating OOW best-effort policy requiring troubleshooting regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom and asked about model/LEDs, but failed to correctly interpret SPNM model and proceeded with invalid 5-press method instead of Pair button.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent used web UI appropriately when app failed, but did not use correct tool path (Pair button) for SPNM model and gave incorrect web UI navigation steps.
T3 Not Met No misinformation conf 90%
Agent instructed 5-press method on SPNM60CF (which uses Pair button), provided incorrect warranty policy, and gave inaccurate web UI instructions (CA instead of Instant-Topology).
Communication
C1 Partially Met Clear & professional language conf 70%
Agent framed the call initially but had long silences, unclear transitions, and lost direction during web UI steps and intermittent node behavior.
C2 Partially Met Confirmed understanding conf 70%
Agent used simple language but failed to confirm understanding of 'force close' and gave confusing web UI instructions that did not match SPNM interface.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, performed multiple troubleshooting steps, and did not transfer or abandon the case.
O2 Not Applicable Proactive follow-through conf 90%
Issue was resolved during the call; no follow-up or disconnect/callback commitment was made.
O3 Not Applicable Closure confirmation conf 95%
This was the first contact; no prior case history existed to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was performed and none was warranted as the agent continued troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred during the interaction.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent showed patience but did not acknowledge customer's frustration, repeated attempts, or emotional state; minimal empathy expressed.
X2 Partially Met Tone & rapport conf 70%
Agent maintained procedural tone but adjusted pace slightly; did not fully adapt to customer confusion during web UI navigation.
X3 Not Met Overall experience conf 85%
Customer was asked to perform multiple resets, navigate complex web UI, and repeat steps unnecessarily, increasing effort due to agent's incorrect guidance.
Call Transcript86 turns · 93 lines
Speaker 1
Oh, hello, Delent. Um, I'm having trouble. I'm trying to pair um, a a child node, which was working has been working okay, but stopped working so I unplug, it brought it back up to close to the original, but I can't get it to pair. It's the the um, the Linksys app tells me it can't find the child node. Yeah. Yeah. Yeah. Well, it was working fine until about a couple of days ago and then it went and then it stopped working. So I decided to try and pair it again to get it working again.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys's technical support. My name is Dylan. How can I help you today? Alright ma'am. So, just to make sure I got it right. Uh you're trying to add it back your child node to the network, which was previously working fine, right? Um I see.
00:00
Speaker 1
Thank you. Yes, I think so. Julia Harding. Yes. No, no, no. No, it's J-U-L-I-A. Yeah. Correct.
01:00
Speaker 2
Alright, no problem, Ma'am, I'll be helping you out with this. But before anything else, let me just run some verification with you and gather some information about your Linksys router. So um, I believe this is your first time calling Linksys? All right, so since this is your first time, let me just create a quick record here, uh starting with your first and last name. Julia Harding. All right. Thank you so much for that one, Ms. Julia. So for Julia, that's G-U-L-I-A. And for Harding, that's H-A-R-D-I-N-G. All right. How about your email address, Ms. Julia?
01:00
Speaker 1
JuliaHarding.com.Yep. Just before you go on. Will if if we get disconnected, will you call me back? Thank you. Yep. Good. Yep. Yeah. Correct. Where would I find that? Do you mean all? Oh, sorry, do you mean do you mean all the
02:00
Speaker 2
Alright, that's Julia at juliaharding.com. Yes, ma'am. So I will also be verifying your phone number to make sure that this will be your best callback number, okay? So that's 771 1716 711. Got it. Alright. Now, can you provide me the model number and the serial number of your Linksys router? Uh you can find it, you can find it underneath the Linksys device. There's a sticker there where all the information's are indicated. So um, I want you to, yeah, I want you to check.
02:00
Speaker 1
Okay, the black Box Wall has no sticker under it, you mean the white box? Uh, okay, so I've got a black box on the wall, I thought that was the router. Ah. Okay, I've got it now. So, which which number do you want? Okay. Yeah, okay, which one? Okay, the serial number is 59 N for November, 10- M for mother, 26 E 19612.
03:00
Speaker 2
Yes. The white box. The main router, the one that is connected to your modem. That's not the router. The router is the tower like device, alright? I want the, I mean, I would be needing the model number and the serial number, but you can just provide me the serial number, how about that? I can find it and... for the office. And... someone goes there there. Oh! phone calls well sites. Petras.
03:00
Speaker 1
Yes. [silence] It's community. [silence] Yeah. [silence] Sorry, hang on. [silence] Let me look. Say it again. S-P-N-M-X 5-6, yeah. [silence] 2. [silence] Well, sorry, sorry. Two. I have the-- I have the rat.
04:00
Speaker 2
All right. Thank you so much for that. Let me just repeat. It's 59N for November, 10M for Mike, two six E for Echo, 19610. Got it. And may I also know who's your internet service provider? Com want to fiber. Oh, got it. Uni-Uni-D. All right. Okay. So based here on your, um, based here on our system, you got a Linksys device with a model number SPNM, X five, five six CF. I mean, five, six. Yeah. Six, yeah. And how many nodes do you have? How many towers? Two towers. Okay. [silence]
04:00
Speaker 1
an Ethernet, and I have two child nodes. Yes. Exactly. Blue. It's plugged in very close to the router. Yes.
05:00
Speaker 2
okay, so you got two child nodes and in total, you got three nodes. So, you have one child node already connected and other one that is a problematic. Okay. Got it. Thank you so much for that. Okay. All right. So, now, um, can you tell me what's the color of the line indicator on your parent node? Alright, blue. Okay, so what's the status of your child node at the moment? Where is it placed right now? Okay. See the main one.
05:00
Speaker 1
it was red just just while we were talking it turned to blue yes uh okay when I I've been trying to add it and it keeps the app telling me it cannot find the child and and then when I tried to connect it, it said there was a problem so yeah, okay. okay
06:00
Speaker 2
All right. And what's the color of the light indicator showing on the child node? Uh-huh. Uh, solid blue. Blue. Uh-huh. Oh, okay. So it means that it's already added to the network if it's showing solid blue. Uh-huh. I see. But if it's showing solid blue, Ms. Julia, that means the device is already connected and online. Can you try checking your LinkSys app again? And try to check the nodes or how many nodes are showing there? Try to force close the LinkSys app first. [silence]
06:00
Speaker 1
So, at the moment, it's showing one node. It's showing, it's showing the tower and one node. Yeah. Yeah, okay, let me just go, it's in another room. Yeah. Yes. Um, force close it, you mean, just close it down? or I don't know what you mean by force close it.
07:00
Speaker 2
Okay. Tower one node. Okay. Um, can you try checking the other node if it's um also showing solid blue light? Okay, got it. Solid blue light as well. Okay, can you try to force close the LinkSys app? Uh, force close means um moving it from your previous uh apps. Like, um.
07:00
Speaker 1
Okay, I mean, I've just closed the app. Is that what you mean? Apple. Apple. Yeah, iPhone. I just swiped it up so it's closed. But I haven't I haven't I haven't removed the app. I've just closed it.
08:00
Speaker 2
holding and swapping it up upwards so that all the device, I mean all the apps you previously used will come out so that you can move it from your previous apps used. Yeah. Well, what's your phone? What's the make and model of your phone? Are you using Apple? Apple. Okay. Uh, like, what model is it? Is it? Yeah. Okay. Try to like, uh, from the bottom of your phone, try to swipe it up.
08:00
Speaker 1
[silence]
09:00
Speaker 2
hold and swap it up. Mm-hmm. and can you see all the apps that you previously opened. Oh, okay, got it. All right. So let's try to open your links up again. Mm-hmm. power.
09:00
Speaker 1
Okay, hang on. Yeah. serial number. Yeah. Okay. So compare them two. Okay, so the one that's working with the one that's playing on the app, yeah? Okay, hang on. Ok. So.
10:00
Speaker 2
only two nodes. Okay. All right um can you check what's the serial number on the child node that is available on those nodes? Like you tap on the nodes tap on the nodes. and then check the serial number and check us check the serial number underneath the child node. and yes. compare it too if it's the same. yes
10:00
Speaker 1
Yeah, the same the one that's working is the one that's showing on the app. Now there's only one there's only one child node showing on the app. That's the one that's working. The other one that doesn't show at all on the app. Child node one. Yes, that's missing. Oh, it's red now. It's gone red. Yeah. Yeah.
11:00
Speaker 2
the one that's working, is it the problematic childe note or the one that is uh, no problem. Uh-huh. Which one isn't showing? wrong end. the one that you placed near the parent node? Okay. So, right now it's still showing solid blue light. It's gone red. Okay. So here's what we're going to do now, man. Press the reset button on your child node, the problematic one.
11:00
Speaker 1
Okay. Is that 20 seconds? Is that 20 seconds? Okay, I did try that before. Okay, right at the moment it's sort of bluey color.
12:00
Speaker 2
Alright, you can let go of the reset button now. Then let's... no worries, Mom. We're going to add it on again, but this time we're going to use a different way in adding the child node without using the Lennox's up. So, for now, let's wait for at least two minutes for the device to reboot and set up until it gives us the purple or pinkish red light indicator. Alright, that's a normal light pattern.
12:00
Speaker 1
Okay. Okay, thank you.
13:00
Speaker 2
Let's just wait for at least two minutes. I have a timer here, so I'll just tell you and check it with you, okay?
13:00
Speaker 1
It's red now. Let's say it was a red, red. Sometimes. Yes, yes, red, red. Yes.
14:00
Speaker 2
Hello, Miss Julia. How is it? Is it a red red or a pinkish red. Okay. So let's just assume that, I'm sorry? It's red red. Okay, so let's just assume that the light indicator is now in set-up mode. Um, let's go.
14:00
Speaker 1
Yeah. Okay. I did try. Okay. Yeah. Okay. Okay. One, two, three, four, five. I did also try the earlier, but um I'm hoping you can do it better for me. I did. Yeah. I did, yeah. Yeah. Um, let me check. What do you think?
15:00
Speaker 2
Try to add it using the IPT method. So you go to your parent node, and then on your parent node, you press the reset button five times within five seconds. It's not. too fast, not. too fast and not. too slow, just a normal. counting to one, two, five. At the same time, you're pressing the reset button each second. Okay. And have you tried? Right. Also, you have also tried it earlier? It's just the same. Let me see. Is your child node the same model with your parent node? Or it's a different model? I have here one. That one. [silence] [silence]
15:00
Speaker 1
it's different is what? A different model. Yes. W.H.W.W.0.1. yeah. But I mean, it's been running for several years with no problem.
16:00
Speaker 2
It's a different, um, model. What's, what's the model of your child node? Yeah. Oh, okay. So that's your child node. Uh-huh. Um, what did you use to log in? Are you using the router, password, or your email and password? Oh yeah. Any progress on your child node? Oh, wow. Uh, mrs. Julia.
16:00
Speaker 1
Yeah, it's um, sort of blue color. Yeah. [silence]
17:00
Speaker 2
I'm sorry blue color. All right. Uh, let's wait for it. there is an option there. Uh, local access or router password. [silence]
17:00
Speaker 1
Hello. Yep, it's red. It's red. Oh, it seems to be, it was red, then it went, it's flashing red. Okay. [silence]
18:00
Speaker 2
is going in. Okay. Let's give it more time. [silence]
18:00
Speaker 1
it's still is sort of flashing red. The thing was when it when I had it I did it in another room downstairs, the the node light was Blue, but a device that I had connected to it wasn't working. So I turned it off and turned it on again. Now I get the node going again. So the node was working what sorry?
20:00
Speaker 2
How about now Miss Julia. It's still flashing red. Okay. I'm sorry uh what are you trying to do sir? Okay. Uh huh. Uh huh. Wanted to turn on your guest access? Bluetooth? Okay. How about this one ma'am? Do you have a laptop we can use to access your web user interface? Um a laptop.
20:00
Speaker 1
A laptop. Yeah. Yeah. Yes it is. Yeah. Okay. Hang on. Second. Yeah? Okay. I'm setting it now. Yeah. Yeah.
21:00
Speaker 2
bottom up the device, there. Okay. Can we use your laptop? Okay. So, here's what we're going going to do now. Uh, we're going to try a different route and try to add your child node using the web user interface and see if it will work. Um, let's connect first your Wi-Fi to the, I mean your laptop to the Wi-Fi. And then, okay, it is already there. So, let's reset your child node first. So, press and hold the reset button for 20 seconds. 20 seconds. Just tell me if you're going to press it. Where are you going to find it? All right, press and hold it, okay? Make sure that you're properly pressing it. Okay. All right. So yes, a five-run this or anything else. call on you? Mm-hmm. Yes, ma'am. You can let go now. B. Sorry. B eight. Zero one nine one.
21:00
Speaker 1
Okay. Gray color. It's not as bright as a modem, but it, as the router, but it's a, it's blue grey. Yeah. yeah. Okay. So it's black red.
23:00
Speaker 2
uh uh okay so let's give it some time uh let's wait for it just two minutes at least two minutes okay all right so while waiting on your child node ma'am let's open your laptop and then open your browser good uh huh okay so ma'am we your record for your warranty of your products has already been expire and just to set proper expectation that we no longer provide three technical assistance we're out of um grant we device them
23:00
Speaker 1
Yeah. Okay. Oh. Can't reach this page. Let me try again. Hang on. Is it HTTPS or just P? HTTP. Yeah, I've tried that. It's... can't reach this page. The internet's working fine. I've just been using it. I'm just "back to"... other pages are still fine.
24:00
Speaker 2
Alright, so, what's showing on the screen right now? Can't reach without S. H-T-T-P colon, double, forwards slash, my router dot local. [silence] Ooh. Uh huh.
25:00
Speaker 1
Do you want me to do something? Same thing. Hmm, we can't reach this page. Yeah. I've just checked. All the other pages are working fine.
27:00
Speaker 2
Yes. Alright. can you tell me what's showing on the screen right now? Okay. Um is your laptop connected to the Linksys Wi-Fi? I see. Uh huh.
27:00
Speaker 1
I'm, I mean, I'm online and other websites are fine. Yeah. Yeah. Yeah. Yeah.8. Yeah. One. One. Http backslash backslash that is 1 9 2.168.1. One. Yeah?
28:00
Speaker 2
Okay. Um. mm-hmm. All right. So, how about this? Um, let's try let's try 192 I'm trying htTP Colin. double for slash 192 That one 68. dot one dot one Exactly. Yes. So,
28:00
Speaker 1
okay, it just tells me it's not secure, but I've got, I think it looks like, links this, uh, what it's taken me to says to continue to link this Linksys Smart Wi-Fi. Okay. Now it's asking me to sign in. Access router, router password. Okay. I believe so. Incorrect password. Maybe I.
29:00
Speaker 2
Is there a "Vance" option? okay, hit continue [silence] using your router settings? I mean routing, yeah, okay. Okay, is it, your first time accessing it using us? or okay, so try admin as your password, admin all lowercase. All right, is there an option for you to reset the path?
29:00
Speaker 1
Uh, yes. Okay. So, but I don't know, where's the recovery, where do I find the recovery key? Okay. Sure. Okay. Now, it says uh it says choose a password at the top. It says admin password. Is that the - I need to enter the password, yeah?
30:00
Speaker 2
All right. Try to reset the password and then answer the recovery key. [silence] it's underneath the links his device ma'am okay sir ma'am Yes.
30:00
Speaker 1
okay I've done that. okay hello? yeah.
31:00
Speaker 2
[speech became unintelligible and overlapped with background noise]
31:00
Speaker 1
Uh, there's a list on the left with Linksys Smart Wi-Fi tools and then router settings, and there's six little boxes, network status, etc. Uh, blue, sort of blue, not very bright, but it's more blue than anything else. Yeah. It's blue, but not very bright blue, it's a bluey, pale, bluey purple. Well, no, it's more, it's blue, but it's not as bright as the main modem. Yeah. Yeah.
32:00
Speaker 2
okay got it so what we're going to do here and we're now in dashboard um here's what we're going to do to add the child node um right now with the color of the light indicator and I'm sorry the child node is blue oh so it's like purple therefore it's like um dark purple somehow
32:00
Speaker 1
[silence]
33:00
Speaker 2
All right, purple. So it means it's now in setup mode. Okay. So here's what we're going to do: Um, it's on red now. Okay. Um, under the link, under those white boxes on the screen. Um, you can see there hyperlinked words, like end user license agreement, terms of services. Can you see there capital CA? All right, you click on CA. All right. So now let's go to um, connectivity under router settings.
33:00
Speaker 1
Okay. Yeah. Uh, yeah. Yeah. Yes. Okay. And then okay, or I check, or apply or. or I haven't got done, it just said, I've flicked on, nothing appears to have happened. I've got at the bottom, it says okay, cancel or apply.
34:00
Speaker 2
Alright, and then under connectivity, you can see there's CA router setup. Alright, you click on router CA router setup. Okay. And can you see there add wires and wire less child node? Okay. So let's click on add wireless child node. Wait for it until it's added to the network. Then you can hit on Done. Uh, let's wait for the child node.
34:00
Speaker 1
[HUMAN_REVIEW] Did i click? Yeah, should I click on it again? I mean it doesn't appear to be doing anything. No. Okay, nothing seems to have happened. It grayed. The the button went gray for a minute, but it's come back again with nothing showing. Okay. Oh, okay.
35:00
Speaker 2
It first, to be added. so you just click wireless shell node, right? Uh, no need for that. it doesn't seem to be doing anything. uh, okay, uh, let's try clicking it again. Give it some time ma'am. it would take two minutes. Let's wait for two minutes. Um, still have a timer here and wait for the outcome outside.
35:00
Speaker 1
Hang on a minute. Hang on, just... Hang on, I'm just saving that password. Hang on. Uh... No, no change on that page. No. Oh, on the... Sorry, no, hang on. The child node is blue, but that page is not showing anything. It's blue. Yeah. Well, like I said, it's like before. It's a sort of, it's not a very bright blue, but it's more blue than anything else. Okay. Oh, key. So, okay. So, okay. So on this connection state driver, can you click okay apply?
38:00
Speaker 2
Amms Julia. No changes at all. Oh okay. No changes on the child mode. Okay Okay Oh that's that's normal actually but the child node yeah that's actually normal. You need to make sure. MhmThat you set up the first router first. That should be that should have a INVASion before you even start building more for that. My router.
38:00
Speaker 1
Which one? Okay then. Okay. Okay. Yeah. No, it's flashing between blue and red. Yeah. Okay.
39:00
Speaker 2
Yes. Um, you just hit undone or okay? The first router should be on first, meaning to say it should have an internet in there. I can you try one more time to connect the linksys, because the linksys won't connect unless it's connected. All right. So how is it? Is it still solid blue light? Hello. Between blue and red? Okay. So it's still trying to connect. Hello, sir. So let's just give it some time. Uh Mrs. Julia. Ma'am, we still can't reach your location. Seems like uh this um model. I mean this uh device specifically is it's uh it's actually an early [silence] sign of defectiveness but we'll see where it goes uh after this one if it's still not added we're going to perform a recovery procedure on your child node [silence] [silence] [silence] uh are these orders at the website where you need me up here or like what do you speak on your [silence]
39:00
Speaker 1
I'm with you at the moment.
41:00
Speaker 2
[silence]
41:00
Speaker 1
Uh, it's red. Yeah. Oh, no. Hang on. it's flashed on to blue. It's blue at the moment. Oh, wait a minute. yeah, three notes. Yeah, yeah. Yeah. Yeah. Okay. Do you know what what's the problem? Is there something wrong with the device?
43:00
Speaker 2
Thank you for calling Lightning to the sex for what? How about now? Ms. Julia is if solid blue. Okay. That's good to hear ma'am. It means it's now connected back to the network and we have successfully added it to the network. Well, um, it's probably because of the firmware. Um, sometimes there's actually a lot of factors that may have caused.
44:00
Speaker 1
[silence] Oh, wait a minute. Hang on, it's gone red now. Red and blue now. Yeah, I mean, it's still showing only links this app on my phone. It's still showing three nodes. But if, if I click on the three nodes, it doesn't it just goes all around in circles. It doesn't show me anything. It's red. Yeah.
45:00
Speaker 2
for the device. Red and Blue now. Uh-huh. But it's showing three nodes. yeah because it's it's probably still trying to add the the problematic one. There's a solid red now. Okay. Okay. No, thank you.
45:00
Speaker 1
It's blue now. Yeah, no, no, no, it was fine yesterday. Yeah, just we unplugged it because a device connected to it was flashing. We were trying to work out why the device connected to it was causing a problem. So I removed the node from the network in order to
46:00
Speaker 2
Okay, let's see if it will try to connect back. It's all blue now. So, it seems like it's having intermittent connectivity. Um, but actually, that's pretty normal. Because sometimes if it takes like quite a while for the device to be connected, you've mentioned that it was uh it was um disconnected since last week, right? It was fine yesterday. Uhuh. [silence]
46:00
Speaker 1
to pair it again because I've done that before. But then I couldn't pair it again. And now it's flashing red and blue again. My Linksys app on my phone is still telling me I've got three nodes.
47:00
Speaker 2
Mhm. Flashing red, blue and green. Uh-huh. Okay. It seems like it's having difficulty going back to the network. [silence]
47:00
Speaker 1
[silence] blue. Yeah. Yeah, okay. Take it back downstairs. Yeah. Oh, that's yeah where it was before.
48:00
Speaker 2
Okay, how about down Ms. Julia? This is a solid blue now. Okay. How about this one? Um, let's try to relocate it. Ms. Julia. Yeah, just, uh, yeah, just unplug it and then, uh, remove it from the power source and, and relocate it somewhere, um, in an open area. Just ensure that, just ensure that it's not placed where there are, I mean, it was surrounded, or it is surrounded. uh-huh, uh-huh, uh-huh, uh-huh, five, blue, three, point, uh-huh. If the rules of dog carrying hold up, let's go back to the main dash board. Give it some time. It should go back to flashing blue light. [silence]
48:00
Speaker 1
Okay. Red. Flicking red now. [silence]
51:00
Speaker 2
Mhm. Mhm. All right. That's a normal light pattern. Let's give it some time.ñ [silence] So he can go w w [silence] Tami Hold on for a little bit. [silence] [silence] [silence]
51:00
Speaker 1
Okay. It's sort of bluey green now. Yep.
52:00
Speaker 2
yeah, more options before we go to the application. Okay, uh, yeah. Okay. Scheme color. Okay, that means it's online. Uh, give let's give it a more time at least 30 seconds just to make sure that it will remain that color.
52:00
Speaker 1
Yep, it's still teal. Great, okay. Does that mean I can, I can connect the hive hub that was previously connected to it? Okay, thank you very much. So that's all, all fine now. Thank you. Thank you.
53:00
Speaker 2
limited you [silence] that works okay [silence] ma'am, ma'am all right thank you so much as well uh mr. Julia for your time calling Linksys and for your patience have a great day appreciate alright all right bye for now take care
53:00