V2 Rubric Detail — 19631d0a-69f0-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 01:58
Duration
67m 5s
Contact
Adam Condit
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 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
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp4.29/5
Overall88.9% (+36.9)

V2 Grader Summary

The agent conducted thorough, technically accurate troubleshooting on an out-of-warranty MX5500 mesh system, using appropriate tools and ultimately escalating due to a suspected faulty node. Ownership and escalation judgment were strong, though communication could have been tighter during silences and handoffs. The outcome — a documented escalation with callback commitment — is valid per support policy.

V1 Case Analysis

MX5500 mesh system – intermittent Wi-Fi, slow speeds, child node showing unstable/red/purple LEDs. Performed power cycles, node resets, signal checks; unable to restore node. Escalated to L2 with callback scheduled for 4 PM next day.

Troubleshooting Steps
  • Power-cycled modem and parent router
  • Power-cycled both child nodes
  • Checked LED status on parent and child nodes
  • Viewed node signal strength in the Linksys app
  • Restarted the problematic child node
  • Performed 5-press reset on the parent node
  • Reset the child node using reset button procedure
Key Observations
  • Agent failed to validate results after each troubleshooting step, leading to inefficiency.
  • Agent used non-standard LED color descriptions (purple) not documented in KB, risking confusion.
  • Agent did not confirm customer comprehension or provide clear summaries until the end.
  • Agent escalated appropriately after exhausting standard troubleshooting steps.
Positive Highlights
  • Collected essential device information (model, serial) and customer contact details early.
  • Attempted systematic power cycles and node resets per standard mesh-node troubleshooting.
  • Used Linksys app to check signal strength and firmware version.
  • Offered a clear escalation path with a specific callback time.
Agent Errors / Gaps
  • Did not verify the result of each power-cycle before moving to the next step.
  • Provided unclear LED color descriptions (purple) not documented in KB; MX5500 LEDs are blue, white, red, or amber — not purple.
  • Failed to summarize the situation or next steps until the very end of the call.
  • Repeatedly asked the customer to repeat actions without confirming success.
  • Incorrectly instructed to press reset button 'for a quick second' five times; correct 5-press method is five rapid presses within 3 seconds.
  • Did not clarify that firmware updates are automatic and cannot be manually triggered on this model per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent escalated to second-level technician with a promised callback within 24 hours and recorded a preferred time, which is a valid escalation outcome per KB guidelines.
R2 Met Diagnostic thoroughness conf 95%
Agent performed multiple power cycles, checked LED states, used the Linksys app to verify node signal strength and firmware, ran Channel Finder, and attempted 5-press pairing — all relevant and sequential troubleshooting steps.
R3 Met Correct resolution path conf 94%
Customer is out-of-warranty; agent provided extensive best-effort troubleshooting (including app-based diagnostics and physical resets) before escalating, aligning with OOW support expectations.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified slow speeds and intermittent connectivity, asked about LED status, node placement, and prior troubleshooting, and logically progressed from restarts to signal checks and firmware verification.
T2 Met Appropriate tools / resources used conf 91%
Agent appropriately used the Linksys mobile app to check node signal strength (dBm), firmware version, and run speed tests — tools directly relevant to mesh performance issues.
T3 Met No misinformation conf 95%
All technical guidance (e.g., 5-press on parent for MX5500, reset until blue light, app navigation) is consistent with KBs; no factual inaccuracies observed.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained general control but had multiple long silences (e.g., 'I will just be silent for a moment'), unclear transitions, and failed to set expectations during hold periods.
C2 Partially Met Confirmed understanding conf 85%
Agent used plain language but did not adapt for customer’s frequent disconnections or confirm understanding after complex steps like app navigation or signal interpretation.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent owned the case throughout, performed comprehensive troubleshooting, and only escalated after exhausting L1 options, demonstrating full ownership.
O2 Met Proactive follow-through conf 93%
Agent established a clear next step — callback by second-level technician within 24 hours — and confirmed the customer’s preferred time (4 PM).
O3 Partially Met Closure confirmation conf 81%
Agent asked for phone number and serial again despite prior contact, indicating limited use of case history; no reference to previous troubleshooting attempts.
Escalation Judgment
E1 Met Correct escalation decision conf 96%
Escalation followed documented L1 troubleshooting and a suspected hardware fault (node stuck at solid purple), meeting legitimate escalation triggers.
E2 Met Escalation prep & handoff conf 95%
Agent communicated escalation path clearly, documented preferred callback time, explained follow-up method (call/email), and set realistic timelines.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent expressed empathy ('I’m really sorry'), acknowledged frustration, thanked customer for patience, and remained courteous despite repeated setbacks.
X2 Met Tone & rapport conf 91%
Agent maintained a calm, professional tone, adjusted pacing during long waits, and responded empathetically to customer’s visible frustration.
X3 Partially Met Overall experience conf 83%
Customer had to repeatedly power cycle nodes, navigate the app independently, and re-enter information, increasing effort despite agent’s good intentions.
Call Transcript108 turns · 119 lines
Speaker 1
[silence] [silence] you're putting down uh
00:00
Speaker 2
Welcome to Lynxsys 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.lynxsys.com. Please have your device's serial number ready for assistance. Press 1 now. For out of warranty, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
out a warranty say well a warranty probably not uh tried for about three years I think there's probably paid $15 a month on it I don't know have their outer yes ma'am uh I'm having problems with my Wi-Fi
01:00
Speaker 2
Thank you for calling Binks Es. This is Kay. How can I assist you? Sorry to hear about it, sir. And what's the problem with the Wi-Fi? Uh, no, it's not connecting to it. It won't even show up. I've tried turning it off and on and resetting it multiple times. And it was when I had turned it off that I called you. Okay. Did you discon the router? Yeah. And then you turned it on again. Yes. Okay. How about Now while you disconnect it again? Disconnect it. And this is the correct light on the thingy, uh, on the router. Sir, there is this light on. There's this light that say No. Okay. Do you see that white light there that says power? Yes. How about the internet light though? I mean, how about the light on the modem? Uh, yes, it's solid blue. How about the light that says Internet? Yes. Internet. It's flashing. Okay. And you experience no connectivity even if you're so near the Wi-Fi router? Okay, just wait right there please, okay? Just one minute. Okay.
01:00
Speaker 1
It sometimes works, sometimes slow, I mean it's crazy slow.
02:00
Speaker 2
Uh huh. In and it's. And how many links is router do you have? So the router has the same model number with a child nodes. Oh in one pack. What's the model number sir?
02:00
Speaker 1
FVE-KG, he ESBS that I don't know about that. Is that the serial number? Okay. I think it's FGEE SBF. FVEKGE l. Yes. Oh, yeah. Oh, aslash.n Alright. Well give me one second. I'll get it to you.
03:00
Speaker 2
Is that the model of the Linksys router? Ah, can you provide me instead the serial number of the main node or the main router? SBF, what's the brand of the router? I think it's not the serial number. Can you check at the bottom of the router, sir? You can see right there, S slash N, that's the serial number.
03:00
Speaker 1
[silence] The light's blue. Real number 43K10M2A D0064A. Yeah? No, this makes the second time or third. Yeah, second third. Yeah. About two weeks- about a two week span.
04:00
Speaker 2
Okay. Thank you sir. Okay, 43K15M2AD00648. Okay, thank you sir. Um, this is your first time calling linkset? Second time. Third, second or third. Mhm. Can I have your phone number? Okay, can I have your uh.
04:00
Speaker 1
5 0 2 4 6 8 8 4 5 5 Yeah. Uh Adam Yeah Yeah Uh the modem. Oh yeah.
05:00
Speaker 2
Your phone number so you can pull up the record, sir. So, it's five zero two four six eight eight four five five. This is under Adam Dundek. Adam, okay, and then the email address is samster86 at yahoo.com. Okay, and internet service provider, spectrum. The model number of the device is MX 5500. The model number the model number of the linksys router is MX 5500. Okay. So, yeah, based on the serial number, it's MX 4500. Sir, what's the light indicator on the main node? [silence] Uh, sir, so there's a green light. Right now. Okay, can you please press the reset button once? [silence] All right, you're welcome. Bye.
05:00
Speaker 1
uh blue, solid blue. Yeah. Yeah. Uh, they're, they're both blue. iPhone. All right. Uh, give me one second here. All right. I'm connected to the Wi-Fi.
06:00
Speaker 2
Male speaker: So, what phone are you using? Is it an android or an iPhone?
06:00
Speaker 1
It popped up, but no. Super slow. Yeah. Uh, no. Not here, not here recently. Yeah, my – everything's, everything's hit and miss. I got some pages that are posted, and then I got some that are
07:00
Speaker 2
It's try to, for example, open your Instagram or Facebook or your email, try to check if it's working. You cannot access a super slow? Okay. Did you like experience a system downtime or a power outage? Okay. Uh-huh. Okay.
07:00
Speaker 1
Yeah, I've called the internet provider and they say everything is working great on their end. I've used the Linksys app and it says I'm only getting 2.9 Megabytes per second. uh, I've reset the Linksys. I have reset the modem. I have reset all my devices, my streaming devices. I've reset those. uh, it's been horrible for two weeks.
08:00
Speaker 2
okay so all the nodes are solid blue but it's really slow so what troubleshooting steps have you done so far Sorry to hear about it sir. So you reset the modem?
08:00
Speaker 1
uh what do you mean reconfig Mr. Dom yep uh the the parent node so you're talking about the the router
09:00
Speaker 2
Okay, after you reset them, and the routers, but after you reset, did you configure it? Reconfigure it again, successfully? Because once you reset, like press the reset button off the Linksys device, you need to reconfigure it in order for it to work. Okay, how about this one, sir? Uh, what is the name of your Wi-Fi? And is your phone connected to Mr. Dongg? Okay, and did you disconnect the nodes, the parent node to the modem, like unplug and replug it? The parent node is the one, uh, node, the node that is wired to the spectrum modem? That's the main node. Since you have three.
09:00
Speaker 1
Speaker 1: I have I have disconnected it. I have disconnected the internet. I've disconnected everything.
10:00
Speaker 2
um is it still on the working port on the modem no but right now it's reconnected back to its working uh working port to the right port um so what we're going to do first let's just restart everything restart everything and start everything so kindly turn off the modem and then after you turn off the modem turn off the uh parent node right away and turn off the parent node also okay if possible at the same time so turn off the modem turn off the uh parent node Yes, unplug modem unplug parent node and then turn on the modem turn on the parent node okay after after
10:00
Speaker 1
All right. Give me one sec. I think I did this last week, by the way, 'cause I called y'all last week. So, modems unplugged? No. Unplug. All right. All right, very. Modem's back in. Everything's in. All right. Turning the towel nodes off. That's going to take a second.
11:00
Speaker 2
Mm-hmm. Okay, yes, sir. Mm-hmm. And let me know if it's a modem. Okay, and then the parent node. And then plug in the modem right away, and then the parent node. [ silence ] Okay, and then also power off the child node, the two child nodes, and then after you power off the two child nodes, power it back on right away. [ silence ]
11:00
Speaker 1
all right, unplugged that node. Plug it right back in. Alrighty. Go on to the other child node. Alright, the third child node is unplugged and plugged back in. All right, going to the parent node. Uh, the parent node is solid blue. Hold on, I can't see... [ silence ] ..poke at it. Control option to detach that. Detached. Uhuh. And forward it back to that main one. So this one is the two, which is a child of the seven. Now I can now assign a port to this. So, this an IP, oh, 100, that's great. 85 works, 85 works, 80 works.
12:00
Speaker 2
uh-huh an OK, and then check if modem is online? online, and then check if the parent of that is solid blue? uh-huh. an [silence]
12:00
Speaker 1
Even the agmodem.
13:00
Speaker 2
okay, let's double check. So, try make sure that your phone is connected to Wi-Fi and try to access like any website or browser. okay, you cannot access any website or browser.
13:00
Speaker 1
Okay, Let's trya slow. Yeah, still hasn't popped up. typed in big g typed in big green egg. Nothing. Yeah, no, not really. Oh, Oh, my my my parent my parent node is red now. [silence] Load them.
14:00
Speaker 2
it's working, it's very slow, you [silence] you cannot access so you really cannot access anything, so what's your subscription speed to spectrum, what's that?
14:00
Speaker 1
modems online, modem goes offline every time I unplug it. all right got it plugged back in yeah, Safari couldn't open this route open this page flamboolg
15:00
Speaker 2
Mhm. Okey. I just just wait for a while, cuz you unplugged, you just restarted, a parent no. Check what's the light on the parent node. It's blinking. Okay. Let check let it just wait, it's really not working right now.
15:00
Speaker 1
Bill Flaschen blue. Wi-Fi on my mobile device is still searching. Then it... no, it went it went solid blue and now it's red Uh oh, now it just flashed back blue I uh well, now I just pulled up my Wi-Fi and it says Mr. Dong is available. It it has for about five seconds and now I'm It says I'm connected to Mr. Dong. [silence]
16:00
Speaker 2
Mhm. What? But observe the light on the parent node, if it's solid blue, if it stays on a solid blue light. Smarty, staying on a solid blue light. Mhm.
17:00
Speaker 1
All right, and it's going. There it is. Yeah. Okay, I'm I'm set up. I just opened it. I'm in it. It says I got three nodes. One is two is one is not very strong. The other one is missing a bar strong.
18:00
Speaker 2
Okay. Try to access your website or your browser. You can? You can now access? Good. So you have the Linksys application, I guess, because I think you used it earlier. Do you have the Linksys app? Can we open it? Access it? Log in using the router password to your Linksys application. Okay. So, good thing. So, check on the Linksys application if how many nodes are online. Perfect, sure.
18:00
Speaker 1
okay. So it says 10 devices, three nodes. I click on the nodes, right? Okay. I got a link sync 00448 it says negative. It says negative 81.00 chest okay it says negative.
19:00
Speaker 2
Okay. That's good, but let's just check. Let's check the signal strength of each Child nodes. So kindly go to Network administration, then click on the Child nodes. Uh-huh. Okay, what child node is that? Let's name it Child node one. check what's the signal strength because parent node will not show a signal strength. It's on the child node only. So let us check.
19:00
Speaker 1
what's it say? it says connected to router. yeah, same floor. child note two. it says it's signal strength is negative sixty two dBm. it's the router. okay, hold on. I got to figure out which one's, which. [silence]
20:00
Speaker 2
81 and it’s connected to what on which Noh? So, it means it’s connected to parent node. And this child node sir is just on the same floor where the parent node is. Okay, let’s check on the child node too. It’s good. Connected to where? The parent node. This negative 62 is good. so connected to the router. So, let’s restart this negative 81. Power it off, just give it like around 10 seconds, then power it back on.
20:00
Speaker 1
right right, so, so this is, this is 81 All right, so you want to, uh, restart the one that says 82 serial number I, got the wrong one. [silence]
21:00
Speaker 2
you can see on the Linksys app. You can base it on the serial number. Mm-hmm. The 81, correct. Yeah, make sure it's the right child node that you are starting. Yeah, the 81 you mentioned earlier, 81. Yes, power it off. Give it 10 seconds, then you can power it back on.
21:00
Speaker 1
So, let me run out here, power it off and power it back on. There we go. All right. All right, unplugged. Plugged back in. All right, unplugged, plugged back in. There we go. All right.
22:00
Speaker 2
Uh-oh. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay.
22:00
Speaker 1
lights flashing blue? Yeah. You told me, you told me to restart the one that just said 81. And that would be serial number zero, zero, four four eight. So I just restarted that one.
23:00
Speaker 2
so you restarted both child nodes? or just one? ah okay, so let just wait till the two child nodes are online correct so just there 044 uh-huh okay so let's just wait till it's online on the link sys application to check the signal strength
23:00
Speaker 1
OK. It's flashing red right now. My subscription, yes, it's, uh, it's 400 MBS. There we are. We're solid blue. [silence]
24:00
Speaker 2
Mm-hmm. And while waiting for the child note to turn solid blue, do you happen to know your subscription speed to Spectrum? 400. Okay.
24:00
Speaker 1
Alright. Uh-oh, it went back to red. Nope, back to blue. Yeah. Three nodes. nine devices. this could go around. Oh, eight. Alright, so zero zero four four eight, which is the one I just restarted, is full bars. It is showing zero dBm. Firmware is...
25:00
Speaker 2
So I just wait. Maybe it's still like, ah, restarting. Okay, good. Mhm. Okay, still showing zero. Uh we can still leave it like that. So can we check what's the firmware of the nodes? Let's see if there's available for us then. Ah yeah.
25:00
Speaker 1
is 1 point 1 point 7 point 216771. yep [silence] yes
26:00
Speaker 2
Yes. I repeat, 1.1-7.216, seven, seven, one. is it on the three nodes? So let me check the firmware. Okay. Ah, yes, sir. This is the updated version. It's all good. Okay. We can check the DVD and later on if it changes please. But let's run a speed.
26:00
Speaker 1
You'll have to explain how do I do devices network administration. [silence]
27:00
Speaker 2
test on the Linksys application there's an option for you to do a speed check and there's two option router to internet and device to internet let's see okay let me know if you're doing the router to internet or device to internet okay I guess you're you're on the network administration at the left hand side you can see the three lines click the three lines and then go to speed check [silence]
27:00
Speaker 1
It says it says restart. Upper left corner. Yeah. Okay. All right. Speed check. Test with cloudfire or cloud flare or test with fast. Uh it doesn't tell me that. I just click the button. [silence]
28:00
Speaker 2
And no, no, no. Uh, when you, when you're going to run the speed test, check at the left upper corner. You can see the three lines, the menu bar. Kindly click it. Mm-hmm. The three lines right there, the menu bar. Click it and then go to speed check or speed test. Yeah, you can close. Yeah, we can do Cloud Player. And then is it routed to internet that you're running? Okay. [silence]
28:00
Speaker 1
yeah no now we're done it says download is one fifty nine upload is thirty two point or thirty nine point two alright I gotta get out of this okay
29:00
Speaker 2
Still waiting for the results. Start it. Mm-hmm. 39.2. Okay. And then you are on... kindly click the three lines again. and yeah. Click the three lines at the left.
29:00
Speaker 1
three lines on the left. scanning channels.
30:00
Speaker 2
Okay. Hold on. Let me just check. Okay. Kindly click on Wi-Fi settings. Go to Wi-Fi settings. And then click on advanced Wi-Fi settings. And then click on Channel Finder. And scan the channels. Okay. [silence] Okay. So if you are not able to carry out that and you say you're still having trouble. Okay. And then let's just wait. It's scanning right now. Okay. Okay. How's she doing? Okay.
30:00
Speaker 1
Still scanning. Okay. [silence]
32:00
Speaker 2
And I can't wait for it to be done Good finish So there's always policies and then I think this is a line of work but on the face value, it makes sense in December, then anything with the word cyber is just in there. [silence] Okay, good.
32:00
Speaker 1
Shit, it says we need a little more time. All right.
34:00
Speaker 2
yes sorry just really finished the scanning of channels
34:00
Speaker 1
well back back up again Oh no, it says channel finder. We improved your Wi-Fi speed and your bandwidth in one area. As we optimize the node. Okay, so I need to hit done. All right. Now what do I need to go to next? Okay. Node. DBM of 667 is negative 57. All right.
35:00
Speaker 2
Yeah, yeah. I still scanning. Um, okay. Good. Optimizing the channel now. Okay, good. Uh, let's check the signal strength of the child based on network administration. Just like earlier, click on the child nodes to see the DBM. Wow. Okay. Uh,
36:00
Speaker 1
Uh-oh. Here we go on 0-448 we're still at zero. Hold on. Oh, it's connected to 667 now instead of the routers. Yeah, zero. Okay. So you're, uh-oh. Uh, zero. [silence] Is it able to go through the phone?
37:00
Speaker 2
The other one. Okay. Okay. Yeah, this possibility like that, that it will connect to the child node, not to the parent. So, but it's still on, it's zero. Okay. So since it's zero, sir, let's just try and let's just do this, uh, troubleshooting on this 0 0 4 0448. Let's reset and then re-add this one. Is it okay? Let's see if it will change. Or how about this one? Close the app and then open, then let's double check if it's still zero.
37:00
Speaker 1
Alright. Close the app. Opening. Still? Well, the app's not opening. Oh, and I just, my phone just clicked me off Wi-Fi for some reason. uh oh. Getting router settings. Do I need to be close to the router for that? I said do I need to be close to the router? uh oh. There we go.
38:00
Speaker 2
okay then open and then check the DBM again okay uh what is that sir
38:00
Speaker 1
[ silence ] zero zero four four eight. still at zero zero dV. uh no I got ten. okay it'll take a second. All right. Give me one second. All right. It's pretty well
39:00
Speaker 2
And also because the so you may try both to isolate the node. Okay, let me know if it's beside the parent node. And you need to it to do that? The 26 to retrieve one of two nodes. Yeah, the travel. Yeah. Trails to the part. They take further isolation to multiply the node. So then you need to isolate the four the main dimension. Yes.
40:00
Speaker 1
besides the parent code code no hope there it goes it takes all blinking now All right it went red red red red soft softer soft all right and then that went super bright and then now it's off
41:00
Speaker 2
Okay. And the light, since you transferred it right there, is it blinking? Okay. So let's reset the parent node, sir. I mean, sorry, let's reset this child node. So, this is the way, the proper way to reset. No time limit. So, you need to press and hold the reset button of the child node and then observe the light indicator at the same time. The light will blink red. The light will go off, the moment you see the blue light, then that's the time to let go of the reset button. Mm-hmm.
41:00
Speaker 1
holding the reset button Okay. the blue light's on but I wasn't holding the reset button. it's flashing, kind of soft. Yep, flashing blue. sorry flashing blue. Still flashing blue. um
42:00
Speaker 2
OK, wait for the let's wait for the blue light. that's it. Let's keep keep on holding it. OK, let go. Oh, it's OK. And then let's wait. Let me know if what's the light right now. swashing blue. OK, let me know if it turns solid pink, red or purple.
42:00
Speaker 1
[silence]
43:00
Speaker 2
Okay, it's on what light? Solid purple. Okay, we're going to add this child node, and let's add it using the fastest and easiest way, which is the Fibre.
43:00
Speaker 1
Press release, Press release, Press release, Press release, Press release, Press release Press release, release, release, release, release, can turn sold 완전 soldiers.
44:00
Speaker 2
But sir, you're going to apply the five press on the parent node since it's working. So on the parent nodes reset button, you need to press it for a quick second and then release. Do it for five times. So it should be press, release, press, release, five times on the parent node reset button, just for a quick second. [silence] And then observe the parent node light after, okay? How long you're doing there?
44:00
Speaker 1
[silence]
45:00
Speaker 2
So parent node is back to solid blue. [silence] and how about the child node? Let's wait till it blink. Let's wait till the child node respond. It means it will blink. Stable or blinking, still blinking. Stable, okay. Check if it's online on the linktest application.
45:00
Speaker 1
The link to this app is resetting. It's it's I think it's saying it's online. zero dBm. but it says it's connected to the 667 yeah uh 35 feet so when you say power off unplug it Oh
46:00
Speaker 2
0 D b M zero collection. What is that? OK, and let's relocate this child node back to its original place. By the way, is it like how far is it from the parent node earlier? Like just estimated distance. 35 feet. OK, let just relocate this one. Kindly power off the child node before you unplug its power adapter cable, then relocate. The power switch at the bottom. Just a power switch at the bottom. Mhm. [silence]
47:00
Speaker 1
So, power it off. Now I can unplug it and read. Yeah, righty.
48:00
Speaker 2
Holly sir.
49:00
Speaker 1
that's still solid blue. Oh, we're blinking now. still blinking.
50:00
Speaker 2
okay it will blink because it will like try to reconnect back. So let's just wait till it's online. still on a blinking light?
50:00
Speaker 1
It's back to purple. Okay. [silence] Still, still purple. With the switch. Turn it off. Back on, and we're solid blue. All right. Close links is. Links, this is closed.
51:00
Speaker 2
I'm staring at a solid red light. Can you power it off then power it back on?
52:00
Speaker 1
(silence) getting router settings, (silence) backup. Zerocero 448 is stillzerodBm zero dBm. The light flicking blue. but now it's solid purple.
53:00
Speaker 2
Please try to land on again. Uh-huh. Uh-huh. Oh, let's wait. Is it plugged into a direct power source? Okay, Red, can we check if what's the light on the parent Node? Thank you, sir. Mm-hmm. Uh-huh. Uh-huh. Okay. Now, let's just wait for this child node. Maybe it's still trying to connect.
53:00
Speaker 1
Yep. Same, the same area. Damn near. I can. Still purple.
55:00
Speaker 2
it's the same location where you put the child notes before. it's the same area. can we try to... yeah. let's just try, sir. can you try to change its location? moving it to a different location.
55:00
Speaker 1
yep yep move in it now do I need it do I need to move it closer to the parent node or the alright I'll move it somewhat closer to the other node miles, I can tell you miles, but it's probably it's probably 20 ft away from the other child node, 20. yeah,
56:00
Speaker 2
Okay, so what's the light on this child node? Uh- that's way than and this one it around how many meters Oh away? Okay, uh child node. So it's 20 feet away estimated distance.
57:00
Speaker 1
Now there is a wall between- There is-[silence]- Yeah. metal one at that. Still flashing blue. But it flashed right back to now it flashed to straight solid purple. I don't think it's connected. Yeah. I don't think it's connected to the parent node. Uh, it is purple.
58:00
Speaker 2
Ah, there's a wall between. Okay. Straight to solid proof. Uh huh. Yeah, because it's red right now. Okay.
58:00
Speaker 1
All right. Yeah. Still solid verbal. [silence] a little bit.
59:00
Speaker 2
Okay, uh, by the way, before I put this call on hold, is it still on a solid red or I mean purple? Okay. I will just be silent here. [silence] Mhm. Hello? Yeah, mhm.
59:00
Speaker 1
[silence] purple, purple light.
60:00
Speaker 2
Hi, sir. Thank you for patiently waiting. So until now, this child node is 20 ft away from the other child node and it's staying on a solid red light. I mean, yeah, purple. Can we move it closer again to the parent node? Mm-hmm. Thank you, sir. Where are the lighting and the node? What would the current... Yes. Mm. [silence] [music]
60:00
Speaker 1
All right. Solid blue. Now it took back off lashing. So for about a second and then solid purple. Yep the this solid purple [ silence ]
61:00
Speaker 2
Solid purple. No. Here. Sir, I will just be silent for a moment. Let me check my resources here. I'll kindly stay on the line. I'll get back to you, sir. Thank you so much. Hi there, thank you for patiently waiting. Hello, sir. Okay, so, sir, thank you so much for your patience and cooperation, sir. It's much appreciated. So, based on our troubleshooting, uh, actually, I've, like, asked um my second level technician here. So, based on this troubleshooting, sir, it seems that this child node is - like there's something wrong on this
63:00
Speaker 1
[mumble] [mumble] [mumble] Yeah, [mumble] let's say 4:00 tomorrow. [mumble] That would be afternoon. [mumble]
65:00
Speaker 2
So, to assist you further, I will be escalating your case to our second-level technician. Usually, the callback time is within one hour, like they can call you within one hour, but since our trunk line is already closed, so maximum time of the second-level technician to contact you is within 24 hours, sir. I am really sorry about it, but do you have a preferred time for the callback, sir? So I can take note. Four o'clock tomorrow afternoon. Is it afternoon or is it morning? Mm. Okay. PM. So this is your best callback time, but then again, callback time is within 24 hours. Just that I'm asking this preferred time, okay, so that our second-level technician can.
65:00
Speaker 1
[silence] okay okay okay thank you
66:00
Speaker 2
So sir, I am really sorry that we're not able to, uh, make the child node work. And, of course, I'll make sure that this child node will be, uh, fixed. So, that's the reason I am escalating this one to our second level technicians for advanced troubleshooting. Sir, is that okay? Okay. So, again, sir, your preferred time is 4:00 in the afternoon. And if in case they cannot reach you during this time or within that 24-hour range, but, of course, I'll really make sure that they can contact you. I'll prioritize this case as well, and then check your email also. Okay? Because usually our second level technicians will contact you through email also. Sir, thank you so much for your time. You have a nice day. You're welcome. Bye-bye. And you may end the call. [silence]
66:00