V2 Rubric Detail — 1c948846-669f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:41
Duration
90m 5s
Contact
Jeramie Wade
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133306
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW01_Reconfiguration of the router
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (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
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall83.8% (+47.8)

V2 Grader Summary

The agent conducted thorough and logical troubleshooting (resets, power cycles, UI checks) and established a clear next step, but the issue was not fully resolved. The only technical inaccuracy was the incorrect default password suggestion for WHW01. Call control and empathy were strong, though some steps added customer effort. This constitutes a partial resolution with meaningful progress.

V1 Case Analysis

Customer moved, WHW01 mesh shows red LEDs, no internet. Performed power cycles, resets, incorrect 5-press pairing, WAN port checks, and admin page review. Advised to verify modem connection with Ethernet cable and call back.

Troubleshooting Steps
  • Power-cycled modem and router
  • Factory reset of parent node (30-second hold)
  • Attempted 5-press pairing on parent node
  • Checked and swapped WAN port LEDs
  • Logged into admin page (192.168.1.1) to view WAN status
Key Observations
  • Agent used 5-press pairing, which is not supported on WHW01; correct method is app-based or WPS.
  • Assumed default admin password 'admin' without confirming label (transcript: [74:00]).
  • Failed to validate ISP-specific requirements (PPPoE/VLAN) before resetting.
  • Excessive hold time ([42:00], [83:00]) without clear updates or progress.
  • Repeated resets and pairing attempts without learning from prior failures.
  • Correctly identified need to test modem directly but failed to offer self-help path beyond callback.
Positive Highlights
  • Collected customer information including name, phone, email, model, and partial serial ([01:00]–[04:00]).
  • Guided customer through accessing router UI via 192.168.1.1 and checking WAN status ([73:00]–[76:00]).
  • Correctly identified need to validate modem internet connection with a wired device ([63:00], [64:00]).
  • Maintained polite and professional tone throughout the call.
  • Set clear expectation for callback and provided ticket reference for continuity ([88:00]).
Agent Errors / Gaps
  • Provided incorrect pairing method (5-press) for WHW01 series; KB confirms app or WPS setup only ([10:00], [39:00], [40:00]).
  • Assumed admin password 'admin' without verifying label password ([74:00]).
  • Did not verify ISP-specific requirements (PPPoE/VLAN) before resetting or reconfiguring ([79:00]).
  • Spent excessive time on hold without clear updates ([42:00], [83:00]).
  • Repeated troubleshooting steps (resets, pairing) without validating outcomes or pivoting strategy.
  • Failed to confirm serial number accurately during initial exchange ([01:00]–[02:00]).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer decided to call back when they have a cable; agent did not fully resolve the issue but achieved meaningful progress through extensive troubleshooting and identified the need to validate modem connection.
R2 Met Diagnostic thoroughness conf 95%
Agent performed multiple resets, power cycles, port swaps, accessed router UI, checked firmware, and verified physical connections — all relevant and logically sequenced steps.
R3 Met Correct resolution path conf 90%
Agent pursued full troubleshooting path without dismissing issue due to warranty status; provided best-effort support appropriate for out-of-warranty device.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified blinking red lights, no internet, inconsistent port detection; asked about modem type, cable placement, and prior setup — demonstrating logical diagnostic process.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used router web interface (192.168.1.1), observed port status, and interpreted blank IP address correctly — tools were used correctly and sufficiently.
T3 Partially Met No misinformation conf 95%
Agent incorrectly instructed customer to use 'admin' as password; WHW01 uses unique default password on label (per universal_web_browser_setup.md), making this a minor but material inaccuracy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent announced holds and gave some expectations, but had multiple unexplained silences and weak transitions between troubleshooting phases.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated instructions clearly, confirmed understanding, and adapted to customer’s pace throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, documented troubleshooting, provided ticket number, and did not transfer or abandon responsibility.
O2 Met Proactive follow-through conf 90%
Agent clearly communicated next step: verify modem connection with direct Ethernet cable and call back; also informed customer of support hours.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — agent was still progressing through L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent remained courteous, thanked customer multiple times, apologized for holds, and acknowledged effort — demonstrated consistent empathy.
X2 Met Tone & rapport conf 90%
Agent matched customer’s tone and pace, maintained engagement through frequent prompts, and adjusted communication style as needed.
X3 Partially Met Overall experience conf 85%
Agent required multiple resets and repeated steps that could have been streamlined; customer had to re-enter passwords and re-attempt connections unnecessarily.
Call Transcript132 turns · 146 lines
Speaker 1
Hi Carla, my name is Jeremy Whyde, I was calling to see about, uh, getting help troubleshooting my, uh, mesh setup. Um, I just moved to a new address, and it's the same company and it's the same
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Links. This is Garlah me help you. Okay. Okay. Okay.
00:00
Speaker 1
modem, but for whatever reason it won't let me do the normal setup with the uh, with the nodes. It keeps saying it can't connect to the internet. I reset them all back to factory I set them all to factory reset. Uh, Linksys router or my ISP router? Yep. Model number is WHW01. And serial number is 25 FT.
01:00
Speaker 2
All right. Did you use the same the same parent node, sir, with your previous location? Or did you interchange Ah. Okay. all right. So, So let me just create a record for this. Okay. uh, can I have the model number and serial number of your router? Ah, your Linksys router, sir. Model number? Okay. And how about a serial number?
01:00
Speaker 1
3 as in Foxmike, 1 as in Foxmike, 3, M as in Mike, 5, 2, C as in Charlie, 0, 2, 4, 8, 1. should be 2 and then C as in Charlie, right? [silence] Um, I can look back at my purchase history. [silence] Uh, to see exactly when I got it. Bear with me just a moment. [silence] Uh, live, uh [silence]
02:00
Speaker 2
Mm-hmm. Okay, sir, um, let me just check if I got the correct number. It's two, five, F for Freddy, one, three, M for Mary, and then number five. What's the letter again after that, sir? Okay, C for Charlie. And then 02481, correct? Okay. All right. And how long you had this, uh, the router, sir? Okay, all right. And, uh, who's your internet provider?
02:00
Speaker 1
Live Oak. What are you doing it to? Fiber optic. Yep. 850-866-1445. First name is J-E-R-A-M-I-E. So I purchased OA, A for Apple.
03:00
Speaker 2
I'm sorry, lie. Uh, is this cable connection or is it fiber? A fiber, okay. All right, and can I have also your phone number, sir? All right, and first name is Jeremy spelled as J-E-R-E-M-Y, and last name is Wade, W-A-D-E. Oh, okay. All right. So after R, um, after R is A for Apple or E for Edward? A for Apple.
03:00
Speaker 1
Yeah, it was April 13th, 2024. [silence] Yes, ma'am. It's J-E-R-A-M as in Mike I-E-W-A-D-E@hotmail.com. Yeah. [silence] Yeah.
04:00
Speaker 2
April 13th, right? 2024. All right. Okay. And how about your email address, sir? At Hotmail.com. So, is it okay if I do a screenshot on your proof of purchase? Then if it's okay, if you can send us a copy of the proof of purchase. Okay. Let me just create a record so that you can send that. Do you have data on your phone where you can send it right now? Okay. So, again, this is a reconfiguration of your router after relocating, correct? And how many nodes do you have, sir? ... ... ... ... Okay. And right now, what is the color of the light on the device? Purple. ... ... ... ... ... ... Okay, hold on. [silence]
04:00
Speaker 1
I don't have the two of them plugging in right now for that reason. I just have one of them. Correct. [silence]
06:00
Speaker 2
Okay. I just sent you an email, sir, if you have one, please reply to the email and please attach the screen shot of your proof of purchase, okay? So the three modes running out, there sure has the three nodes has maybe purple light, correct? Okay. And so only one mode, you've reset this mode that is turn on right now, correct? Okay.
06:00
Speaker 1
Okay.
07:00
Speaker 2
[silence] [silence] All right. [silence] Um, here's the thing, sir. [silence] Um, since um, this is for a reconfiguration of your device, [silence] is it okay if we can turn on the other two? And then possibly, we'll do a reset in it, [silence] because the setup that we're going to do is uh side from setting up the main node, [silence] it will also um set up right away the um two nodes. [silence] The other they'll be the child nodes. [silence] Okay? [silence] Mhm. [silence] Okay. [silence] So just reply to the email, then look for that paper clip icon to attach. Okay? [silence]
07:00
Speaker 1
[silence]
08:00
Speaker 2
Okay, let's wait. That means it's still, um, like, they're still starting up, okay? Mm-Hmm.
08:00
Speaker 1
Yes. Because when I came to my new residence, it's the same company, um, that's the internet service provider and when I tried to hook it up to the modem, it just, it would not connect. Just went red. They're still, uh, they're still blue. They already have the other, yeah, they're, they're flashing blue. Yes. I tried to use the setup in the, uh, in the app like it said as well. and it, it said it wouldn't connect to the internet. [silence]
09:00
Speaker 2
did it just, suddenly stop working, or uh?
09:00
Speaker 1
Mmm. I got you. They're all purple. Yes. Yes ma'am. Okay? 12 three four five now it's looking almost orangish
10:00
Speaker 2
to set it up as a parent and or as a child node. Mhm. So but we have other there are purple even the others two right now. So all three are purple, correct? Okay. All right. On the main node right now, sir, the parent node, the one that's connected to live OO. Okay. Okay. You have there the reset button, right? Okay. To set this up, sir, we are going to press the reset button of the parent node five times within five seconds like, press release, press release. Five times within five seconds, not too slow, not too fast. Okay.
10:00
Speaker 1
until i would just change to it's almost like a it went from like a blueish green to a peach
11:00
Speaker 2
All right, so what's the color on the parent noodle there?
11:00
Speaker 1
Yes, ma'am. Yes, ma'am. It's blinking. Uh-oh. Uh, one is solid purple, and just started. One started flashing. The parent node just went. Oh, no, it just went red. Flashing red. And the two child nodes are flashing red.
12:00
Speaker 2
But is it blinking, or is it solid? Let's think of that. Let's just wait. Probably still trying to setup. And how about the other two child nodes? Is it a solid purple? Or is it kind of... Okay, let's wait for that. It will add it one at a time.
12:00
Speaker 1
Very grateful for your assistance. [silence] [silence]
13:00
Speaker 2
the parent node, is it still blinking red? The parent or the child node? both or just one? [ silence ]
14:00
Speaker 1
Both child nodes are solid, red, and a note is still blinking red. Is that a good or bad thing?
16:00
Speaker 2
link and plug it right. How about the parent? Okay. Hmm. It's kind of bad, I think, because it's. If it is red, that means it's not receiving Internet. But let's just wait for a moment.
16:00
Speaker 1
gotcha. Uh, it's plugged in at the there's two parts available. Right next to the power. I don't think I have any more land cables to try either. Wondering if it might be so good to land cable.
17:00
Speaker 2
probably it's still trying to um set up. Um on the PairWitN, sure at the back of the PairWitN or at the bottom, the ethernet cable is plugged into the um it should be plugged into the uh port above the um reset. Or the right next yeah or right next to the power. That next to the power. Okay. Mhm. Okay, sure. While waiting um your wireless devices that will be connecting to the
17:00
Speaker 1
uh it'll be like a Roku a Roku a laptop and a printer and uh uh android phones and before I called you I called my internet service provider just to verify that everything was good on this end and uh they said yeah everything's working on this end so it looks like it's something with the the handshake between the modem and the parent node unfortunately my laptop doesn't have a LAN cable
18:00
Speaker 2
We have like iPhones, iPads, TVs, what are the devices? Okay. Okay, have you tried connecting your laptop straight to the modem, sir? Okay. [silence]
18:00
Speaker 1
Yes, ma'am. They're both solid red. Yes, ma'am. Yes, ma'am.
19:00
Speaker 2
Right now, is it still blinking? Only the parent node. How about the other child node? One is blinking. The cable at the back of your parent node is properly connected, right?
19:00
Speaker 1
Do you want me to try the other port on the parent node? OK. OK. OK. Off. OK.
20:00
Speaker 2
OK I'm the next not yet, sir. we'll do a power cycle. So we are going to um turn off the parent note and the modem. So turn off the parent node first, sir. Okay and then we'll turn off the modem. Okay, and let's wait for a minute before we turn it back on. I'll tell you when to turn it on. Okay. very good very young. okay so my. Alright so let's turn on the modem first. Okay. And then let's wait until all the lights turn solid on the modem, then we'll turn in the parent net.
20:00
Speaker 1
just what No, just waiting for one more. You just met one the light out. Not yet. Okay. Let's try that. Yep. Okay, it just came on.
24:00
Speaker 2
Okay, modem is ready. Okay. The ethernet, it's still not on on the modem. Oh, yes, sir, it turned off because the modem or the router or the parent node is off, right? So, I think that will light up once the parent node is turned on. Okay. As long as the power is solid and the online, it's solid. So, that's good. Let's turn on now the parent. Mmm hmm. Is this blinking, Red?
24:00
Speaker 1
General response loops, and the child nodes are flashing red. They're, right next to each other. Now it just switched to uh fully blue. Yep there's still flashing red.
26:00
Speaker 2
Okay. All right. How far the child notes from the parent notes, sir? Ah, okay. The parent? Okay. How about the child nodes?
26:00
Speaker 1
Now it's just started flashing red. Yes, ma'am. Ma'am. it. OK Ma'am. Yes, sir. Ma'am. OK Ma'am. [silence] are solid red and the parent node is blinking red.
27:00
Speaker 2
They're all blinking red now. [silence] So we'll just wait for another minute, just to make sure, like, the router is fully boot up. Okay.
28:00
Speaker 1
[silence]
29:00
Speaker 2
house. it's blinking. the cable again as far as properly plugged into the port right? yes. Mm-hmm.
29:00
Speaker 1
ma'am it's on the bottom port there's two ports correct [silence]
30:00
Speaker 2
But at the back of the lens is Ironode, it's probably plug in, correct? Mm. It's still like blinking. It's been five minutes already since we turn it on, but still blinking red correct. There um, do you have your um. OK, can he open the. Um, on your laptop. But this is Mac or Windows? Are we going to select? for Windows 10. OK. OK. On this computer right now, um, kindly, um, click on the Wi-Fi icon on the left right hand side corner. I am still booting up. OK, the right right hand side, Wi-Fi icon.
30:00
Speaker 1
all right, so I got network and internet settings. And then it shows the the VFLP setup, O5B, which is the parent node. It's not connected to a, do you want me to connect it? Yep, it says enter the. It says enter the. Yeah. I'm looking. Which one is it? Oh, it's the password. Okay.
32:00
Speaker 2
okay, and then can you see the network name, v.lutrop@something? Mm-Hmm. Show connected or not connected to depart? Paralyze to yeah, kindly connect to develop@setup. And then once the network tweak, sir, you can check the network key at the bottom of the parent node. Um password. Yes.
32:00
Speaker 1
[silence] You guys are fine and connected. Oh, we're probably climbing. Yeah, it timed down. Uh nope. Hang on a second. It's saying it didn't like that truth field. Kno I put it in right.
33:00
Speaker 2
uh-huh. Is this connected? Okay. Okay.
33:00
Speaker 1
Do you want your PC to be discoverable by other PCs and devices on this network? Thanks. Stand bye. It's thinking.
34:00
Speaker 2
Grab it, just click on yes, thanks. All right, and she was connected. Okay.
34:00
Speaker 1
It says, can't connect to this network. Correct. Yes. Yes, ma'am. Correct. Open. I'm
35:00
Speaker 2
Can't connect. Did you use the password that's underneath the parent node, correct? Okay, Sure. Right now it's still blinking red, correct? Okay, so we'll do another reset of the node. Okay. Let's start with the parent node again. Uh, press and hold the reset button. And then this time, um, when you press the reset button, it flashes red 16 times. And then white. So, red, red, [continue with the pattern] [silence]
35:00
Speaker 1
30 seconds. Okay. Holding in index. Alright. Looks like it turned off. Still holding It just turned blue and I've still got my finger on there. See.
36:00
Speaker 2
the light is kind of like turn on turn back off while pressing the reset the reset button press and hold it for for 30 seconds yes okay yeah still holding I set my timer here I'll tell you when to release okay sir please release the reset button and then let's wait for that to fully boot and then on the other two nodes we'll do the same okay uh one at a time press and hold it again for 30 seconds
36:00
Speaker 1
Sorry, crashing now, yeah.
37:00
Speaker 2
30 seconds. Let me know. Or I could set my timer. All right. Release the reset button. Yeah. Now, then, let's do the other one.
37:00
Speaker 1
Releases? Right, that looks like it's purple.
38:00
Speaker 2
All right, please release reset button. Yes. And let's wait until the devices will stabilize. The parent node is it now blinking or is it still red? OK.
38:00
Speaker 1
When the child note went purple now, so just waiting on the other ones. Okay.
39:00
Speaker 2
Okay. Sure. After this, since we did another reset on the router and then we'll do a um what do you call this one? We'll do a five press again. Once all the light is solid. In any case, uh in any case.
39:00
Speaker 1
Okay, they're all solid now. Yes. Okay. Present now. One, two, three, four, five. Yeah. Correct. [silence]
40:00
Speaker 2
So, this time, we'll go onto C5 Press again on the parent node, so on the, on the Reset button, press it five times within five seconds. Okay. Okay. Parent node, it starts blinking.
40:00
Speaker 1
So I see all three of the nodes come up on the uh uh Wi-Fi discovery on my computer. So I know they're online. Yeah. Gotcha.
41:00
Speaker 2
yeah yes it broadcasting if it is if they are on uh uh a set up mode uh once it's purple uh it's on the set up mode uh so it will broadcast each node will broadcast its own name the wi-fi but once it set up they will only use one name that's from the parent node Okay, they're while waiting for this. Can I please your holds for just three to five minutes. I'm just going to check something in my resources. just on the line. I'll be back. Thank you.
41:00
Speaker 1
Don't worry. The light on the parent node right now is flashing red. They are solid red.
46:00
Speaker 2
Hello, sir, thank you for patiently waiting, I'm sorry for that hold. So what's the light right now on the parent node? And on the other node, [bleep] or the two child nodes [bleep]? It's [bleep] green? You're using the same cable from the modem to the router, right? With your [bleep] NA okay. Sir, on your laptop right now I Can you try again to connect to the Wi-Fi?
46:00
Speaker 1
It's time tea right now, I'm sure it's going to time out. [silence] Yeah I'm trying. Yeah. All right go back there uh open that connection for the network connection and yeah and it says not connected any networks it has a troubleshooot and it shows the parent node's name developed setup and then correct.
48:00
Speaker 2
do you have that option? network and internet settings. okay, please open the uh... click on it and then it will open uh... a new page. just select uh... wifi mm-hmm now we're opening network and internet uh... it's still unable to connect okay all right um Kelly, click again. um after you click on network and internet settings, okay they have their option uh... wi-fi
49:00
Speaker 1
Oh, I see. Yeah, you're talking the main menu off the side. Yep. Got it. One. Yes, ma'am. Got it.
50:00
Speaker 2
Okay, yes. And then Wi-Fi and then after you select on Wi-Fi, Kelly, uh, you'll look for Manage Known Networks. All right, and then after you click on Manage Known Networks, how many Velo set up do you have? Just one. Kelly, um, highlight a network and then click on forget or delete. Okay. And then let's um, you close this page and then let's go back again to the Wi-Fi icon and then you click on uh Wi-Fi and then it will detect the network name again from the parent node.
50:00
Speaker 1
I hope that was acceptable. It's still trying to connect. Correct. It didn't like it.
51:00
Speaker 2
[silence]
51:00
Speaker 1
[silence] Correct. It's a Samsung. Yeah. We'll try. So says incorrect password. How could be incorrect password? That's what it's showing right now. Yes, ma'am. [silence]
52:00
Speaker 2
Can you try your Android phone, sir? [silence] Uh your Android phone. Is it Samsung? Is it Huawei? Okay, can you try to connect right now to the Parrot Note? [silence] It's incorrect password. [silence] Um, when you check underneath uh at the bottom of the Parrot Note, sir, is it the same name that will come up on the phone, right?
52:00
Speaker 1
I'm typing it. I'm typing it in right now as I see it. Unless you want to try a different one as a parent node? Let's say an incorrect password. I really can't identify which one. Correct.
53:00
Speaker 2
Uh-huh. Did you type - Uh - okay. Uh-huh. [silence] [laughter] That's incorrect. Um, the parent node that you're using right now, sir, is that the parent node that you used before, or you can't identify which one? Okay. Right, right. Now again, the one, it only showing one vowel vector set so far, right? And it is exactly the same as on the parent node right now, right? [silence]
53:00
Speaker 1
I did [silence] yeah. [silence] So, you want me to just plug the ethernet cable on this one and then connect it. [silence] Okay. [silence] Yep, done.
54:00
Speaker 2
password you use the password right same thing at the bottom So can we try to um like switch node we'll try to use different node And connect that that to a not a different node but this time sir again we need to do a reset again on the node on all the three nodes again just plug into where the um the port that right above the power.
54:00
Speaker 1
And now you want me to reset this one the 30 second hold. Okay. Pressing the parent node now. [silence]
55:00
Speaker 2
All right. Oh yes. In all the notes. [silence] Okay. [silence] All right, release the reset buttons of the new parent node. Okay. [silence] And just for so that I can properly document this. [silence] The first parent node that we set up earlier. [silence]
55:00
Speaker 1
but uh C 024 81 that's 6 sorry that was 6 sorry 02481 is the last 5 [silence] correct [silence] 01525.
56:00
Speaker 2
You're going to have the last four diggets of the um serial number or the last five digits. Okay. So that's the um I'm sorry, 0 to 8, 0 to 481, correct. Okay. And how about the one that is we set up right now. What was the last five diggets of the serial number? Okay.
56:00
Speaker 1
ok. Now, I'm going to reset the one of the child nodes. press. release. Now, press another.
57:00
Speaker 2
DOCUMENT THAT WE CAN, uh, um, you know, we can identify which node we already tried, okay? That she has to release the reset. Yes.
57:00
Speaker 1
Really? Okay, parent node is purple now. [silence]
58:00
Speaker 2
All right. Release the reset. [silence] Then, let's wait until all the lights will be purple. [silence] Okay. [silence] Let's just wait for the two child nodes. The modem that you are using right now, you mentioned earlier, is it the same modem that you used on a previous location, right? The same device.
58:00
Speaker 1
I switched it over to the the one they gave me, uh, when it stopped working earlier. It's the same, it's the same style modem though, same brand. Correct the way no one else.
59:00
Speaker 2
okay so it's it's a new modem correct okay but different device right same brand the same model but it will be different unit purple now uh that two child nodes
59:00
Speaker 1
All right, it went purple. Okay. It looks five pounds now. All right.
60:00
Speaker 2
okay with purple so on the new parent node right now so same thing that we're going to do will do the five press ok okay the ethernet port on the modem is now lit up right
60:00
Speaker 1
Yes. It is. It is. It's blinking from like blue to like a peach color. Now a solid blue. Now one of the child lights just started flickering.
61:00
Speaker 2
It's now lit, the internet port on the modem. All right, is it now blinking, the parent, the new parent node? Okay. Let's just wait.
61:00
Speaker 1
Now, the parent node's flashing red. And the two child nodes are flashing red. Yeah. [silence]
63:00
Speaker 2
it seems like to me red. So in this case after this it will is still the same right? The new Perent node will still be on a blinking red. The one that I've mentioned to you earlier that we really need now to like validate the internet connection coming from the new modem. Okay? Okay, because there are already two devices that we already set up but still it has the same status like which is just blinking red that's having hard time detecting the internet. Just to make sure that the modem is working as well. We need
63:00
Speaker 1
Yeah. Unfortunately, I don't have that capability right now. Yeah.
64:00
Speaker 2
do like possibly need to connect a computer straight to the modem. Do you have someone that you can probably just barrow for meantime? A lot of time it has Ethernet cable because probably your internet provider serve check the line, but haven't checked the internet connection if the device is set up as well to give internet connection to different device like a router. Right now it's been like two minutes. It's still blinking red on the parent, and the child nodes are now solid. Solid red. But the parent is blinking, right? Okay. How about this one? Let's try to do this again. We'll turn off again the new parent node.
64:00
Speaker 1
you want to do what with the new parent node? [silence] it is half already signed
66:00
Speaker 2
turn it off, okay and then, um, turn off also your cable modem, not your fiber optic modem. Turn it off. And then again, make sure the cable is all properly plugged into the modem and to the, the parent node.
66:00
Speaker 1
uh, hey, Calix, Gigapoint, Calix, C-A-L-I-X, models a Gigapoint, GP, 1101 X, series. Correct. Okay. It's what? [silence]
67:00
Speaker 2
okay sir. Please turn on your modem first. Uh, what's the brand of your modem, sir? I'm sorry. Uh huh. GP. One. One. Zero. One. X, right? The light on it, sir, is power, broadband, service, right? The light on the modem.
67:00
Speaker 1
Yes ma'am? Correct. Uh you want me to wait till the uh fiber optic modem is? No, it's still coming up though. Waiting on the service to come up. Now it's up. [silence
68:00
Speaker 2
It's power broadband service, right? Alright, you may now turn on the router, the parent node. The power, is it still blinking? The power. Okay. Mm-hmm. Okay, turn on the parental node. yes, um, no sir. That's justDid you detect earlier, you're only detecting one network name, right? Develop, Did you change the name that you have set up before?
68:00
Speaker 1
[silence]
70:00
Speaker 2
Mm-hmm. Uh-huh. Uh-hmm. Um, right now, sir, okay. Oh, okay. Right now, on your computer, uh, on your, uh, router, uh, you know, it's still blinking red. Um, on your Wi-Fi right now, um, can you see the, um, the name that's coming from the new parent node, okay? Yeah, probably it's still booting up.
70:00
Speaker 1
Now, I see it. Now, the parent node is flashing red. and I do see it on the laptop's Wi-Fi networks. the, the one I told you about earlier, it's not coming, it's not showing up on the Wi-Fi networks available.
71:00
Speaker 2
but which is a parental dot picture and it's still blinking [silence] Sanme try to um like reconnects her to that network name. [silence] No, the one that's been from the note right now from the one from the new parent node um-hum. Yes. Yes.
71:00
Speaker 1
No. Oh, it says no internet and it's secured, so it connected. Correct. Yep. Yep.
73:00
Speaker 2
Okay, it's connected, but still the power light, uh, the light is still blinking red, right? Okay, so it shows connected right now. So let's try to access the user interface of the router. Let's check the settings. Just open a browser. Nevermind if you don't have internet. Open a browser and then on the address bar, please do these numbers. Uh, what browser are you using? Is it Google Chrome?
73:00
Speaker 1
yes. so we're connecting directly to it. all right, it came up. I can make them progress. now, it says router password. silence. okay. it's thinking. all right, now it's up. correct.
74:00
Speaker 2
All right, this number is 192.168.1.1. What's on the screen? All right. Okay, the router password, let's use admin, all in lowercase. Okay, admin. All right, let me know if you're, right. What's next? After you've typed admin, click on sign in. Okay. You're now under links to Linksys Smart Wi-Fi tools. Okay. Can I click on troubleshooting?
74:00
Speaker 1
click Yep, it's up. Oh, let's see. It's the status. Oh, there it is. I see it. Okay. Yep. Got it. It's 1.1.13.216.909.
75:00
Speaker 2
And what is the firmware version? It's under report, then router information, then firmware version. OK.
75:00
Speaker 1
it has no numbers on internet address oh five one gigabit per second one either one of them do for internet correct there's a another block underneath it but you
76:00
Speaker 2
Okay, thank you. Then, kindly scroll down and then look for internet connection IPV4. Then check if there's numbers on internet address. Yeah, no address. Scroll down again. Then look for under ports is the internet port, which one has an X? Okay, it's internet port has an X, right? For internet, send no X on it.
76:00
Speaker 1
It that says 1 and it still has the same categories of 10, a 100 megabits per second, and then 1 gigabit per second and that one's got an X in it. But the ones directly under ports that you said or internet have no X's in it.
77:00
Speaker 2
Okay. So the one that is right below, the one that has labeled internet, there's no X on it, but on the other one, another box, it has an X. Right. Okay. Can we transfer the cables to the other port on the parent node and then try to go back? Yes. there's an option there. Refresh.
77:00
Speaker 1
It moved to that one. So I see what it's doing, it's just checking the connection on the port. Okay. Stand by. Yes, ma'am, it's still. It's still blank. And they're light on the red.
78:00
Speaker 2
it moves. And right now it's on the internet. Okay. Turn your scroll up against her down, look for the internet IP address. Internet address is still blank. The light right now on the router the light on the router's the but right now the pool is still blinking.
78:00
Speaker 1
The above port, and you don't think the connection type as far as the DHCP has anything to do with it.
79:00
Speaker 2
The port right now where you plug in the cable, it's now on the, is it the above port or the lower port? And now, so just keep it on the 8 CP. You don't need to have like a user name and password from ISP, right?
79:00
Speaker 1
It did, but now it doesn't. It went down number one, so it was one, the X is in the lower one. The one with the number one. Yes, with the number one. It did. Yeah. Yeah. Done. And then hit refresh. Yep, it switched it to the X went up to internet connection different.
80:00
Speaker 2
or earlier, it was on the internet. Okay, right now. Can we transfer it back to the port right next to the power cord? Then please refresh. Yes.
80:00
Speaker 1
Correct. Refresh again. It went back. Nope, it went back to one. Yes ma'am. Yes ma'am.
81:00
Speaker 2
Okay, so it's now on internet. Correct? Okay, can you refresh again, sir? Let's check if it will yes, check if it will stay on internet. It went back to one. Right now, the light is still blinking, right?
81:00
Speaker 1
[silence] Bye. [silence] Yes, ma'am. It's 9:09. [silence] No worries. Thank you.
83:00
Speaker 2
Okay, hold on, sir. I'm checking here. Circa, can you scroll up and the firmware again, the last three digits is nine zero nine, correct? Okay. All right, can I please put you on hold for just another three to five minutes? I just need to verify this. I'll be back. Thank you. [silence] Hello. Sir. Yeah, thank you so much for pay attention. I do apologize for that hold. Because I verified this one. Um we need to like really verify the internet connection coming from the modem. Hmm, because um based on the port that you have when we tried it, when we unplug it on then connect another device, we are just experiencing the slow rate connection. And because that, if you are going to connect to the modem a lot of devices, it's possible that the speed would not be the same to what you are used to seeing. Okay. Because every device would have, like, there would be devices that would take a lot of [inaudible] and stuff. Got it. These are the stuff that [inaudible] [silence] [silence] [inaudible] [silence] Okay, connect it back. The cable, it's it um sence on the internet port, but the moment we uh refresh the page, it went back to number one, right? Okay. Because. It detected first an internet on, like on the internet plug-in to the internet port, but since it did not detected any internet connection coming from the modem, that's why we um because this router, so we have this, the auto sensing of the port, like once it will detect internet connection, it will set the port as internet port but once it did not detected the internet port, it will um make the router just uh a uh like a ah wireless device. Like it's not you although, it's not for internet. It's
83:00
Speaker 1
Okay, that's something I'll have to call you back on then. Yeah. I'll just – I'm like – I've got a cable that I can connect to it eventually, but I don't have it with me right now and the movers are on the way here. So, when I get a hold of it, I'll be able to verify if I've got internet connection directly through the modem, and I'll try that route first. If I do verify that, I will give y'all a call back then for help, if that's okay. Okay. Okay. Okay.
88:00
Speaker 2
It's just a local connection. So, in this case, okay. From yes. Yes. Okay, so make sure that the internet connection is connected straight to your modem. Once you have that, if you still need assistance, just leave the computer straight to the modem, it's online so that we could like check some settings, if there is a need to check. Okay? Then just give us a call. Oh and by the way, it's Friday today, we're closed on um what do you call this, we are closed on during the weekend. So you can always give us a call on Monday.
88:00
Speaker 1
Okay. Okay. yep. I got some tools to use to chat. so will do. Thank you. Okay. Thank you so much. Thanks for your help.
89:00
Speaker 2
We start at 8:00 a.m., Eastern Time, up to 11:00 p.m. Eastern Time. 8:00 a.m. to 11:00 Eastern Time. Or you may try to, um, like connect, try to connect the device to the parent node check if it detected automatically the internet. Okay? Okay? So, um we'll just um, okay, so I will just um, everything is written down on the documentation, sir. So if you called us back, just give this ticket number so that we can pull up your record. Okay? So your ticket number is, okay, you're welcome, sir. Or you can use your phone number as your ticket number, sir, so that we can pull up your record. Okay? Alright, so you're welcome, sir. So thank you for also for patiently cooperating with the troubleshooting, sir. So this is Carla, have a great evening.
89:00