V2 Rubric Detail — 1f792f9e-7c57-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 12:01
Duration
76m 20s
Contact
Istvan Czikora
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00136659
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: CHILD NODES LOST CONNECTION.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy3.00/5
Communication3.00/5
Protocol3.00/5
Efficiency3.00/5
Overall3.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp4.29/5
Overall89.5% (+23.5)

V2 Grader Summary

The agent fully resolved the issue by restoring all mesh nodes to solid white status through resets, 5-press pairing, web UI configuration, and IP reservation. Technical accuracy and ownership were strong, though communication had minor gaps in timing clarity and continuity. No critical failures occurred, and escalation was not needed.

V1 Case Analysis

Customer reported MX6200 mesh nodes losing connection after brief power loss. Performed factory resets on parent and child nodes, used 5-press pairing, accessed web UI via 192.168.1.1, confirmed firmware (1.0.14.216738) was up-to-date, reserved DHCP IPs, and reconfigured Wi-Fi SSID/password (WPA2 for 2.4 GHz, WPA2/WPA3 mixed for 5 GHz, WPA3 for 6 GHz). All nodes now solid white and functioning. Advised monitoring and considering UPS for power stability.

Troubleshooting Steps
  • Hard reset of parent router (10–15 s)
  • Hard reset of each child node
  • 5-press pairing method on parent
  • Accessed router web UI (192.168.1.1) to verify firmware and reserve DHCP IPs
  • Re-configured Wi-Fi SSID and security settings
Key Observations
  • Repeated mesh disconnections after brief power loss were the core issue.
  • Agent correctly used the 5-press method for MX6200, which is the supported pairing technique per KB.
  • Customer had difficulty accessing the web UI due to VPN/DNS settings; agent guided to disable VPN and use a different browser.
  • Agent acknowledged known app reliability issues but still directed customer to use it during setup, creating confusion.
  • Agent incorrectly suggested myrouter.info for MX6200 access, which is not the correct URL for this model.
Positive Highlights
  • Displayed empathy and apologized repeatedly for the inconvenience.
  • Accurately applied the 5-press pairing method for the MX6200 model.
  • Successfully guided the customer through firmware verification and DHCP reservation.
  • Provided a ticket number and promised follow-up via email.
  • Correctly diagnosed need for web UI access when app failed and guided through browser/VPN troubleshooting.
  • Recommended power cycling modem and parent node after future outages as preventive measure.
Agent Errors / Gaps
  • Suggested using myrouter.info for MX6200 access at [44:00] and [55:00] (the correct local URL is 192.168.1.1 per KB).
  • Recommended using the Linksys app for setup at [50:00] despite acknowledging its unreliability, leading to customer confusion and failed attempts.
  • Provided incorrect default admin password at [46:00] by repeating 'ADMIN' multiple times instead of stating it once; also failed to clarify that the default is lowercase 'admin'.
  • Instructed customer to use myrouter.info for advanced settings at [48:00], which is incorrect for MX6200 models.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
All three nodes reached solid white, customer confirmed internet access and network functionality after full reconfiguration.
R2 Met Diagnostic thoroughness conf 95%
Agent guided through factory resets, 5-press pairing, web UI access, firmware verification, and DHCP reservation — all logically sequenced and advancing resolution.
R3 Met Correct resolution path conf 95%
Agent pursued best-effort troubleshooting for an in-warranty, supported MX6200 system without dismissing due to complexity or customer frustration.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (nodes stuck blinking white after power blip), asked about placement, connectivity, and prior attempts, and ruled out app/UI issues.
T2 Met Appropriate tools / resources used conf 93%
Agent appropriately used reset buttons, 5-press method (valid for MX6200 per velop_child_node_setup.md), web UI (192.168.1.1), firmware check, and diagnostics upload.
T3 Met No misinformation conf 97%
All technical steps (reset duration, 5-press on parent, IP reservation per linksys_now_advanced_settings.md, WPA2/WPA3 settings per universal_wifi_security.md) align with KBs.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general control but had multiple long silences, vague timing ('wait a few minutes'), and failed to set clear expectations for multi-step process.
C2 Met Confirmed understanding conf 90%
Agent used plain language, adapted to customer’s technical level, confirmed understanding, and remained patient despite customer digressions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case from start to finish, performed multiple troubleshooting steps, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 80%
Agent promised to email ticket number and invited future contact, but did not specify when or how follow-up would occur, leaving timeline vague.
O3 Partially Met Closure confirmation conf 85%
Agent re-asked name spelling and serial number despite prior mention, but did reference prior reset attempts and app issues, showing partial continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolved through L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — issue was resolved through L1 troubleshooting.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly acknowledged frustration, apologized sincerely, and maintained composure despite customer’s emotional tone and tangents.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, stayed engaged during personal anecdotes, and adjusted tone to remain supportive and calm.
X3 Partially Met Overall experience conf 80%
Customer had to manually reset multiple nodes, type IP addresses, and retry connections — some steps could have been streamlined via remote tools if available.
Call Transcript130 turns · 141 lines
Speaker 1
Oh, good morning. I have a mesh system in front of me, which giving, which is giving me a little bit of headache since uh the beginning when I purchased this in, believe, 2023. The initial setup was a nightmare because I remember I was on the phone for an hour or so with the technician. Since then, the system was somewhat okay, but whenever there is an out
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hi. Thank you for calling Linksys. This is Christine. How can I help you today?
00:00
Speaker 1
In a similar fashion, however, the only problem is that if there's a system, or something happens to the system, the child nodes disconnect from the parent, and to re-establish the connection between the child nodes and the parent takes like a day or two depending on, I don't know, something in the system. So, this is giving me a headache because, you know, nowadays wireless internet is a necessity for you to be able to work, to be able to function in the home. So, I'm here with these two child note outs now, both were unplugged. I brought them back here. I try to troubleshoot as much as I could. This happened last Saturday, actually happened on Thursday and I was able to link them, to pair them on Saturday morning after five hours of attempting. Removing the child nodes from the system, resetting them, rebooting them multiple times, resetting the parent, re-due the whole thing from the very beginning and finally they were okay. So last night there was a blink again, they lost power for a millisecond and now again, I'm sitting here with them trying to repair, reconnect to the parents. The parent seems to have internet, it has established the connection, but the child nodes are lost. So, I don't know if it's a software issue. I don't think it's a connectivity issue because they are rubbing each other almost. So, I brought them here to the parent, so they are maybe a feet apart. Uh the app is somewhat slow. So, if you click on some [silence] Sure, my first name is Istvan and my last name is Crikor. Yes, I-S-T-V-A-N. Correct. C-R-I.
01:00
Speaker 2
Okay, so I totally understand your concern all about, sir. And I do really apologize for the inconvenience. Would may I know your first name and last name? Can you spell it for me your first name? I, S, T for Tom, V for violin, A for alpha, and for November. And your last name?
03:00
Speaker 1
sorry a.OK? OK RA correct nine zero eight seven two three five eight three three. Oh yes I started with link sys um back in early 90s I'd say because their WRT system was perfect and then I had uh multiple modems and and routers uh from Linus. [ silence] I started with Link Sys uh back in early 90s I'd say because their WRT system was perfect and then I had uh multiple modems and and routers uh from Linus
04:00
Speaker 2
Okay. ,for Charlie, Z for Zebra, I for India, K for kite, O for Oscar, R for Robert, A for alpha. and your call back number - how about your email, sir? okay letter I, and then your last name gmail.com and how many linked devices do you have in total
04:00
Speaker 1
Right now I own the MX-6200 system and I believe I still own the E.A. 8500 and then couple of switches and whatnot, but I'm only using this mesh system and I use as a backup the other E.A. 8500. The MX-6200 has two child nodes and one parent node if if that's what you're asking? Say it again. Yeah, yeah, it's solid white. Yes, that's correct. One is unplugged, so it's nothing. The other one is trying to establish connection because it's blinking white.
05:00
Speaker 2
So there are three lynx devices, which is an MX 6200. So the parent node is solid white. The parent node light on top is solid white. How about the child node, sir?
05:00
Speaker 1
I've seen blinking blue, I've seen multiple times when this happens it's blinking red or or solid red because it it cannot establish connection with its parents so all the combination I've seen. Sure. So the serial number of the child note is 58W10M27D07312 based there at.
06:00
Speaker 2
Okay now kindly provide the serial number to one of the child node. And who is your Internet service provider? Okay now since you're planning to set up the two child nodes.
06:00
Speaker 1
Yes, I've done all this they are one feet apart I tried to both I know at the same time because I don't think it's recommended I think it's one-by-one okay all right if you say so you can plug this one in too
07:00
Speaker 2
and strainly place them about 1 ft or 2 ft apart from each other and also from the parent node and plug them directly to the wall outlet. Yeah, but make sure they're both turned on. Yes. Okay. If you have extra power outlets, sir, we can set them both together. One at a time since they're mesh.
07:00
Speaker 1
all right i'm ready i'm ready okay blinking blue that's yeah it's booting up yeah it's still blinking white
08:00
Speaker 2
Okay. So, let's just wait for both devices to fully boot up, sir. I guess the other note that you just plugged in. It starts blinking blue. It's booting up, right? Okay. How about the other one that blinked white? Earlier,
08:00
Speaker 1
Sure. Mm-hmm. No, I know. I'm aware of this. I've done it multiple times. But thanks for explaining. Okay, solid blue. It's still blinking blue and now this started to blink blue. Oh the one that I plugged in. [silence]
09:00
Speaker 2
Okay. I guess let's proceed to reset the node sir. Kindly press and hold the reset button. Let's start with the node that is keep on blinking white. So make sure the light blinked red. When goes off and turn to solid blue. So when it turn to solid blue that's the time that you're gonna release the reset button. Yeah, you're welcome. But now about the other node? Is it still blinking? Okay. Reset that one also. [silence] Okay.
09:00
Speaker 1
Okay. Yeah, no problem. No problem. I'm happy to repeat these steps. in the meantime While we are waiting for them to reboot, I was hoping to pick your brain. in case this happens again, I'm thinking of re-purposing them and you know, I've been thinking about this, what else could these be used for? These devices.
10:00
Speaker 2
Yes, yes please. You're welcome, sir, and thank you so much for your cooperation while we resolved this. I was always there.
10:00
Speaker 1
need the wheel so that the car doesn't roll. one use I can think of not think I can. I bought them in 2024 or 2023. Yeah, yeah, yeah. That's the issue with these with these with this system. I've I've I've researched this system on the internet and it seems like everybody's having issues with um with these devices because they are very difficult to re-establish the mesh internet um after a power outage or anything that happens to them. And the
11:00
Speaker 2
And how about the. So you're planning to return the device. Okay yeah it's okay sir but, yeah but we can still assist you regarding with your concern all about, but, may I ask, is there a power outage that possibly caused the issue for the child mode to loss its connection from the parent node. Yes. [silence].
11:00
Speaker 1
[silence] App is not helping and it must be a software issue because it's not a connectivity issue because once they are connected they are solid anywhere happens to them the the software fails the software is crappy and the whole system fails and so they can even though sometimes the node thinks it is connected to the parent the parent does not recognize its child node. Oh yeah yes yes so any yeah anytime I succeed to repair to reconnect them to the parent node, I have to go completely factory reset and then after a few attempts even though the software does not recognize that the child note the child I can tell from the child.
12:00
Speaker 2
And have you tried also to power cycle the modem and including the parent node after the power outage, but go ahead.
12:00
Speaker 1
I would note from the behavior of the child node that it's connected to the parent. So I have to restart the software, the app, and then it appears. But it's not always the case. So even the app is um, what's the right word? Um, I don't want to use class words on the phone. Um, I've, I've had really high, um, trust in the Linksys, uh, systems. Since 20, like I said, 20 early 1990 something. But now, with this unit I think I'm going to go to another, um, vendor.
13:00
Speaker 2
Yeah, it's okay. Mhm. Yeah, I totally understand that once, sure. And I really apologize for the inconvenience. And, yeah, I want to... It might be frustrating on your end, so sorry for that. But... [silence]
13:00
Speaker 1
Yeah. Yeah, both are solid blue. Yes. Mm-hmm. Yep. Yeah. Okay, one, two, three, four, five. Okay, it was for a moment red and now it's white, solid. No.
14:00
Speaker 2
Sure. Let's try my best best to assist you in figuring what's really going on with your, system router and resolve it. So, let's check the firmware, we can reserve the IP address of the child node to avoid any disconnections. But, go back to the child node, what are the light indicators? Are they solid blue? [silence] Okay, now go to the parent node, sir, then press release reset button five times within five seconds. Not too slow, not too fast. [silence] Blinking.
14:00
Speaker 1
not yet They are solid blue yeah I Okay Yeah After the second press release It turned for a moment Red And now it went back to solid White They're still solid blue
15:00
Speaker 2
How about the child nodes? [silence] Solid blue still. [silence] Okay. [silence] So let's proceed to do the five-press method again. [silence] So, press, release. [silence] Press, release. [silence] Press, release. [silence] Press, release. [silence] And how about the child nodes?
15:00
Speaker 1
Yeah, I do. I do. Shall I bring it? Okay. One second. Are we doing the 192, 168, 1.1? Let's do that. Thank you.
16:00
Speaker 2
Do you have a laptop or computer in your answer? Okay. Yes, please. Exactly. [silence]
16:00
Speaker 1
Alright. I'll type in 192.168.1.1. [silence] [silence] Nothing. [silence] Connection has timed out. It says on mesh. Yeah. [silence] Wi-Fi. It's a connected secure
17:00
Speaker 2
freaked out. Can you? Yeah, make sure your laptop is connected to the parent node. And is that the g.o.o.g.l.e.? There. Yes. [silence]
17:00
Speaker 1
Yeah, I did that too. Now I remember. Okay. Let's do my order.infinito. Oh, wait. There's no internet now. It's kind of disconnected. Yeah. Let me see. It's secure. It says secure, but no internet. Uh, let me try the two bigger heads. Connect to that. No device in between. then there is a switch from the parent lot to connect my devices. I'm out of theta trying to connect yeah. I don't have internet on my laptop. [silence]
18:00
Speaker 2
Connected directly to the modem there's no device in between such as switch. Okay. So your setup is modem Parenth RTL and then switch. Okay. Yeah. That's why you're not able to access. Maybe the parent node and the child node are currently communicating. It's either to connect or to setup. So we'll just keep on observing it until the child nodes turn to solid white.
19:00
Speaker 1
Yeah, I've gone through this this this morning earlier 'cause I started because I was hoping that I could re-establish the connection because I need to start working. Oh, actually, I should have started working already. But without internet, you know, it's kind of difficult. to go online. Yeah, they're still blinking. White. And the it's white. It's solid white. [silence] Kind of how do you open a session? [OK Bible.] John Law has got one so hand me the phone.
20:00
Speaker 2
Yeah, I see. How about this one? [silence] Yeah, it's okay, it will take three to five minutes. And how about the parent node? [silence] Okay. Kindly try to forget the networks right now on your laptop and try to reconnect it with the Wi-Fi name and password of your Linksys network.
20:00
Speaker 1
Okay, so I'm going to go for get. [silence] Therapy seems like I'm connected.
21:00
Speaker 2
particularly on five biga hertz band.
21:00
Speaker 1
You said the 5gah is preferred? Hmm. Okay, connected. Secured. Yeah, let me check. Um, let's see Google. No. It does not do anything. No, I cannot. And that's the thing, uh, my other assistance frequently report outages.
22:00
Speaker 2
mais
22:00
Speaker 1
Just because I believe it's only one. [silence] Yeah. [silence] Let me see if I can find it to my phone. [silence] I've seen it on Saturday when I was troubleshooting it and then it disappeared. Now I can't see the Velo. I remember seeing it, for a little bit.
23:00
Speaker 2
Yeah. Okay, um, did you attempt to reset the parent node, sir? Before contacting us for support, it might be that your WiFi name back into the default WiFi name and password of the parent node on the bottom. Check if it is broadcasting the underscore Veloop Setup, the original WiFi name, because once you're going to reset the parent node, all the configuration will erase. And maybe your WiFi... Yes. You can also try to look underscore Veloop Setup, the WiFi name of the parent node. So there's a Veloop. So there's a Veloop.
23:00
Speaker 1
It's not available at this time. Oh, I do have the RJ, uh, the cat six, cat five cables available, but the thing is my laptop does not have a RJ45 connection. You know, the newer laptops they don't do. They don't have. They cannot. And this has been the case, uh, multiple times this summer because now we have rainy season and when it, yeah, there's thunder or something, there is, uh,
24:00
Speaker 2
okay. so the pair and saw this only Dwight, but all of your devices in your in cannot cat the internet. Okay, so if your internet's working, we would be able to access your connection.
24:00
Speaker 1
any blip in the, you know, electrical system. And so that is enough for this mesh system to go offline and lose parent, um, parent child connections. [silence] One suggestion I got from the internet was to get a UPS and then put the parent lot on a UPS. This them, so that way it does not lose maybe some of your yeah, it seems like my phone says it's connected to the internet, but let me try to browse on my phone.
25:00
Speaker 2
no... but... none of your devices... maybe you have still one device that are connected there... this currant tea connected
25:00
Speaker 1
Uh, not really. Yeah, it's just taking ages to do anything. Yeah, even my VPN app is not able to, um, connect. And they're still blinking white. I think we passed the three five minutes window. Yes. Yes, ma'am. Yeah, I wish I could send you a photo of them because they are literally, um, rubbing each other. So they are so close.
26:00
Speaker 2
Okay. The two child nodes are still blinking white. Are they plugged directly to the wall outlet? Let's just say two or three feet apart from each other and also from the parent node.
26:00
Speaker 1
Mm-hmm. Yeah, that's what I did on Saturday. Okay. I was hoping that we can avoid that, but it's okay. Let's do that. Yeah. It's red now. It's blinking red. Now it's off. I'm still holding. Okay. Blue came back. Solid blue. Can I release? Yes. Okay.
27:00
Speaker 2
let's proceed to reset your linkage system server to set up them again, since none of your devices can connect to the network. So let's proceed to hard reset. The parent node including the child node. So let's press on hold the reset button of the parent node for 10 to 15 seconds, but yeah, make sure the light, I know you're good to this one, make sure the light blink red, goes off. yeah,
27:00
Speaker 1
So it's solid, blue. Now, oh, it went off, blinking blue. Uh, yeah. Okay. I'm. doing the first one, resetting. red now goes off. And it's blue again. That. was one. Okay. Second. one. Red.
28:00
Speaker 2
they proceed to reset the child nodes also
28:00
Speaker 1
It's blue. Okay. All of them are blinking blue. Sure. And then the next step is going to be, I'm just guessing, so the parent, when it goes to solid white, it seems to be ready. Yeah.
29:00
Speaker 2
[silence]. Okay, so let's just wait for your device to turn solid blue, okay? It will turn to solid blue. Yeah, make sure they are all solid blue.
29:00
Speaker 1
Should I remove them from the app? The charge notes? Okay. All right. Okay. Do you get these phone calls frequently for these mesh systems? [silence]
30:00
Speaker 2
yes uh for them so for the meantime so let's just not proceed to use the lynx app to set up them so let's proceed to set up them via Sanpress method or the web interface yes at the moment sir but most of the time yeah just connecting to the child node
30:00
Speaker 1
oh yeah may well see I the the only positive thing about this mesh system is that once it is established it's quite good. it's solid. it's it's working well. it's the internet is quite fast. So I don't have any complaints. But when the uh when this happens, it's a nightmare. This this red blinking drama happens quite frequently just because of the um you know like electrical issues. Then yeah, it turns into a nightmare. [silence] Yeah.
31:00
Speaker 2
Drop slow Internet connection and I really apologize for that one stir but of course let's just try to proceed with advanced troubleshooting as what I mentioned earlier let's also proceed to check the firmware version of your linksys devices if they're all up to date reserve the IP addresses of the child nodes to avoid any disconnection.
31:00
Speaker 1
Yeah, I just I just want this today for them to work so that way I could work from home. And then, you know, the weekend, I'm sure I'm going to replace this. It's just for today particularly. I actually wrote an email. I must say, why while we're waiting for them to kind of turn into solid blue. Oh, oh they are now. I wrote an email. I tried to find an email address to send it to Linksys like a Goodwill return or something. But whatever email addresses I was able to find, they all bounced back. So unfortunately, the email never reached Linksys customer service.
32:00
Speaker 2
Okay. Okay. Mm-hmm. Yeah, but don't worry about that once or after, we're going to set up your Lincuss mesh system. I will provide your ticket number. So just in case you call this,
32:00
Speaker 1
Yeah. I think, I think I had a oh I'm I'm sorry. I'm sorry. Go ahead. We can chat while we are waiting for another step yeah. Okay. So parent mode, we set button one. Two. Three. Four. Five. It's blinking white. Mm-hmm. Mm-hmm.
33:00
Speaker 2
again so the next technician can quickly access your information regarding with your issue all about but in a moment since they are all sorry, uh, yeah yeah of course so since they are also all solid blue indicating that they are ready for setup so let's proceed to set up your link's notes using the five press method so go to the present note, locate the reset button to press and release it five times to then five seconds okay that's good that's heading up now so let's just keep on observing them four three up two [ Silence ] five minutes. Thank you.five minutes. Thank you.
33:00
Speaker 1
unplug, wait for a little bit, plug one by one these child nodes and then, you know, after a few minutes, they will establish connection. But lately, I don't know if it's the software or a firmware update or caused this or I don't know what happened to them. Yeah. [silence] I think when I, the last time I checked the connectivity and the, and the signal was about 60 decibels, I think, or something like that in that range.
35:00
Speaker 2
Yeah, possible. It might also be the signal strength, the placement of your child nodes. So, after we're going to set up your Linksys mesh system, we're going to figure it out. What's really going on with your Linksys mesh system? It might be the firmware, the signal strength. It might be that it needs to receive the IP addresses to avoid any disconnections.
35:00
Speaker 1
It was quite, quite good. And the placement is about 10, 15 ft apart. Um, one is in my basement, but it's the basement is right underneath my living room. And, yeah, so technically they are pretty close to each other. It's just one level down. And the other one is right across the room. So, they should be fine. And they've been fine. It's a split level house, um about 2,000 square feet. And I I didn't have connectivity issues.
36:00
Speaker 2
Okay. Okay, I see. Yes, sorry. Okay. But may I ask, how big is your house? How many floors does it have? I have no...
36:00
Speaker 1
to be honest, while these systems, once they're connected, they're fine, they're solid, they're great. That's a good question. I think I tried to create, that's why, like I said, I still own the EA8500 system. So I tried to kind of localize certain things to it so that way it's not overwhelming my mesh system. So I have a separate 5 gigahertz and 2 gigahertz Wi-Fi set up for certain devices, just because I kind of wanted to remove them from my mesh. And they are running under a different Wi-Fi name.
37:00
Speaker 2
To start, how many devices are connected to your Linksys network, both wired and wireless? [silence] Uh-huh, I see. So let's just say 40 I see.
37:00
Speaker 1
MI, emerald. Oh, that's a good one. Um, it's not the top of the line. I know that. Um the speed is about, um, 100 megabytes, I think. Let me, let me try to see if I can find, um, uh a receipt. I can search through my emails. Um, uh, the build, does it say.
39:00
Speaker 2
Yeah because it can handle up to 200 devices. But may I know your internet plan from Verizon? So your internet plan or internet speed subscription is 100 MPPS from them? Not sure. Yeah, the bill or receipt something. Yes, it's okay. But as long as it's good, and your devices in your area and get the, and
39:00
Speaker 1
But yeah. Oh, hold on. Uh everything is solid white now. Okay. Okay. The laptop, let's see what Wi-Fi connection. Velop setup AB3. I can see that now. Connect. And the password is it from the parent one, right?
41:00
Speaker 2
Enough speed that you need. Okay, that's good. Now connect your computer to the default name and password on the bottom of the parent node and check if you are able to access the internet. Yes, that's it.
41:00
Speaker 1
Okay, let's try to log into it. [silence] Okay, connecting. Okay, let's see. Yeah, no, it works. Okay. Yeah, I can't access the 192.168. No, I can't.
42:00
Speaker 2
Okay then, check if you can browse. Let's proceed to use Google since we are going to access also the web interface. Okay. Now let's proceed to access 192.168.1.1 so that we can retrieve or recover your original Wi-Fi settings. You have 2.4 and 5 as what you mentioned earlier.
43:00
Speaker 1
I cannot. Um. Let's see that one. Yeah, I was going to go there. Okay. I can see. Trying to reach link6 now. One. Your current device is not connected to your router's network. Two. Your VPN is enabled. Three. You're using a custom DNS provider. Yeah, my VPN is connected. Should I disconnect that? Firefox is giving me an... Be careful. Something doesn't look right. My connection is weird. Oh, I'm using Firefox [silence]
44:00
Speaker 2
How about my router that info? OK. Yeah, disable that so that we can access the web interface. It might blocking the website. Your connection is not private. Correct? OK. Is it Google or firefox or safari? Do you have Google?
44:00
Speaker 1
Okay, let's try a different browser. I don't use Google products too much. Okay. Let me see if I, is Edge okay? Okay, let's try Edge. I don't want to set it as default. Oh my god! Just open Edge. I don't want to set it as default. No. Update completed. Okay, thank you.
45:00
Speaker 2
Let's proceed to use a different browser. Yeah, basically but just for an isolation since we cannot access the web interface through Firefox. Yeah. I'll proceed to use Edge.
45:00
Speaker 1
That's true. Okay, which one? 19200 first? Ah, okay. It did search. I did not want to search. It uses Bing by automatically. Oh, no. Hold on. 192.168.1.1. And then I hit enter. Enter your connection isn't private. Yeah. Continue. Yeah, that's what I did. Internet connected. Welcome. Enter your router's password to proceed. Yes, I remember that. Invalid password. [silence]
46:00
Speaker 2
Yes, 19.2 first place. So, you were able to access? Okay, click advanced or continue. Let's just use the default admin password, A-D-M-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N-I-N
46:00
Speaker 1
Would uh- the Wi-Fi password. Okay let's try that. Okay let's try that. Yep. So now it's uh uh personalize your Wi-Fi name and password. Uh-huh next. Um uh okay. I'll do it. Um I'll I'll I'll uh should I change it now?
47:00
Speaker 2
How about the password on the bottom of the parent node? Yes. Go ahead, yeah. You can use your original Wi-Fi name and password, if you want, sir.
47:00
Speaker 1
Okay. All right. So I'm going next, guest network, I'll set it up later. Light, mode. Yeah. it's disabled. I disabled guest. So it's not enabled. Yeah, it says finish. Now. To configure advance settings, visit myrouter.info on a desktop computer.
48:00
Speaker 2
disable night mode. For the meantime, do not use the guest access. Okay, that's good. Go ahead and proceed to go to the dashboard or the link to Linksys Smart Wi-Fi tools.
48:00
Speaker 1
I have more nodes to add. Should I do that, add nodes? No. I do not. OK. So it says now, checking router. Reconnect to your router's Wi-Fi to continue setup. Sure. Alright, seems like it's looking for it. Reconnect to your, oh my gosh. OK, um let's see. OK, connect. Connnecting now. So, I hit next.
49:00
Speaker 2
Do you have the option to skip that or to click next? Okay, maybe just proceed. Reconnect it with your new Wi-Fi name and password.
49:00
Speaker 1
um okay, wait for notes to finish starting up, indicated by a solid blue light. they're they're blinking sorry, they're blinking red. okay. so my light is a different color. i can select that. should i go and select? all right, searching for notes. hmm. yeah, this was my Saturday
50:00
Speaker 2
Yeah. Skype on the. it's they're trying to set up. Maybe you just click next to proceed.
50:00
Speaker 1
Activity. Almost a week ago. I did the whole thing, same exact thing. The only difference is that, it was through the app, instead of the laptop. But I know, we'll succeed. Okay. They're both blinking red. The only difference was actually, that I did one by one, not both at the same time. Because what I read was, it was, perhaps they are trying to do at the same time, and they may interfere with each other. But hopefully, it won't be the case this time. well Yes ma'am. I have high hopes. Right. Yeah, it says searching for nodes and those little cubes are kind of going in a circle and uh it also says this may take a few minutes. What's your node light to change? Oh, now they turn into solid light, solid white. But the page is still loading. You know, last night I reached the point with the app when um the notes show and
51:00
Speaker 2
the one that's back for the setup process. So you're on the page that's adding nodes. Click Next.
52:00
Speaker 1
show up in the app, but only for a moment, and then they lost connection again, and they were here next to each other. And then that was the point when I gave up and then went to bed around midnight. But now it seems like, yeah. No, it still says, searching for nodes, and in the middle underneath there are these little cubes, they're forming, like an arrow head, and they are just going in circles. And underneath, it says, this may take few minutes. watch for your node lights to change, which already happened because they're solid white, all three of them. Ah, yes. Your network.
53:00
Speaker 2
to admit that they're not successfully set up. But right now, were you able to proceed with the interface? [silence]
53:00
Speaker 1
please confirm all nodes here, we didn't find any nodes, try again or troubleshoot. This is what the app tells me all the time, although it sees a router, a child node 1 and child node 2. Okay, I can go ahead and move devices. keep the router or in mesh node 1 2 rooms apart, think out in the open to receive strong Wi-Fi signals. I can hit finish. Okay, I'm clicking finish. It's like let's try that again. Okay, it's finding a mesh one and two. Sweet. Okay, it's pairing a child node. Okay, keep trying again. Are you sure you want to move child nodes to another location? I can hit finish. Okay, selecting a new mode, okay. It's said take a moment to confirm if all nodes are here, I can tap on an icon and start the Wi-Fi. Selecting network. Let's choose. Okay, it's saying you can't add an extra network until you get a new code. Here's the network code for the router. It says please wait while it's downloading, preparing a software update. Okay, another screen says waiting for child node one to apply the update. What do I do now? Okay. It's finish saying, should I hit finish? Okay, okay, that was easy.
54:00
Speaker 2
Yeah, because it's already added, so the web is no longer able to, locate the child node because it's already added to your network one. So, click next to proceed. Now are you able to, are able to proceed so that we can access the web interface? Yes. yes, I and the web interface. [silence] go ahead and Linksys Smart Wi-Fi to blue screen. so let's just proceed to visit my router.info again.
54:00
Speaker 1
access route. it requires the router password the same password okay. we've updated our password requirements to be more secure please create a new one. sure
56:00
Speaker 2
Okay, so use the password underneath of the router. Okay, so you need to create a new router password here. Yeah, and make sure to follow the requirements and create it.
56:00
Speaker 1
Of course. Yeah. All green check marks. I'm logging in, your admin password is manually reset, and then it shows network status connected. Yes. I'm there. That is correct.
57:00
Speaker 2
I'm streaming it; Okay, so it shows connected. Okay, now go to connectivity. So under basics and on the right side, you can see firmware update and then details. Click the arrow icon or the drop down arrow and then check if there are three nodes connected and can you provide the current version? [silence]
57:00
Speaker 1
Sure. Yes, the correct, uh the current version is 1.0.14.216738. All three are up to date. Yes. I don't know if it's good or bad. Yes. Yes. Yeah, I found it. Wait. I'm there.
58:00
Speaker 2
But the firmware version, they are all the same, firmware version up to date. Okay, that's good. Go click Ok. Go back to the Main page. Actually, it's good having the latest firmware is good and then click Ok. Go back to the main page and then scroll down on the very bottom. Click the a, the two caps lock letters C and a like California on the very bottom. That is very small. Okay. Then go to Wi-Fi settings and then change your Wi-Fi name and password for the 2.4
58:00
Speaker 1
Yeah, and then there is 6 gigabytes been to. So can I keep 5 and 6 under the same wifi name?
59:00
Speaker 2
four and five, that's the original settings. You have 2.4 and 5 gigahertz band before, right? Yes. So proceed to change it. And do not click apply yet. Just let me know once you're already change your Wi-Fi name and password. Yeah. But of course, you can also try to maybe add underscore six for the 6 gigahertz band. so that you will recognize that it is your 6 gigahertz band. So for the 2.4, just add 2.4, 5 and six. Yes. Or 2, 5, six. Yes. And then make sure to create the same Wi-Fi password to all those three. [silence] User 3: Transcribed text: four and five, that's the original settings. You have 2.4 and 5 gigahertz band before, right? Yes. So proceed to change it. And do not click apply yet. Just let me know once you're already change your Wi-Fi name and password. Yeah. But of course, you can also try to maybe add underscore six for the 6 gigahertz band. so that you will recognize that it is your 6 gigahertz band. So for the 2.4, just add 2.4, 5 and six. Yes. Or 2, 5, six. Yes. And then make sure to create the same Wi-Fi password to all those three. [ silence ] [silence]
59:00
Speaker 1
Yes, that is correct. Everything is done. Yeah, it's WPA2 slash, yeah. WPA2 personal for the 2.4. Okay, done. That is it. Yeah. Yes. Okay, apply. Yes, applying changes. [silence]
60:00
Speaker 2
solve the bandwidth and for the security mode for the 2.4 family WPA 2 click the drop down roster and select WPA 2 personal for the 2.4 Yeah And then for the 5 GHz band WPA 2/WPA 3 mix personal And for the 6 it was WPA 3 personal Okay Proceed to click apply then click yes and apply the changes
60:00
Speaker 1
[silence] Okay. [silence] We're back to the wireless setup page. Should I click okay? All right. [silence] Back to the main window. [silence] Anything else? [silence] They are blinking, yes. You're right.
61:00
Speaker 2
um-hm. I just clicked yes, and then it's configuring. At the moment, right? So just keep on observing it. And I guess the child note of blinking. Because it's configuring.
61:00
Speaker 1
Awesome. Now they are solid white. Yeah. All three. Okay. Shall I bring them to their original location? All right. So unplug one. This one goes back to my basement. [silence]
62:00
Speaker 2
child nodes or the three nodes okay now proceed to relocate the child nodes exactly yes.
62:00
Speaker 1
All right. Is back in service one, and it shows blue light solid. Okay. in the meantime, I can relocate the other one. Yes. I'll take the second one back to its original location.
63:00
Speaker 2
[silence] Okay, so let's just wait for that one to fully boot up until we reconnect to the parent node. So just keep observing them sure for three up to five minutes. Yes, [silence] while waiting for the other ones, so you may proceed to relocate the other one.
63:00
Speaker 1
yeah back in service um Oh I just find I just found another linksys router here I forgot about it uh that's an e2500
64:00
Speaker 2
E twenty five hundred. Uh, regarding that one, sir, I do really apologize, but that router or that product is no, no longer...
64:00
Speaker 1
yeah I was thinking of using it to switch at some point, um I think that's why I have it here, um and I'm okay, so still blue, um let me see the basement, it's got a, yeah, it's white. Okay. Hmm. For sure. [silence]
65:00
Speaker 2
no love that, Okay. So let's just wait for the other one to turn solid white, and I want you all to send some logs in my end so that they can check the signal strength or the placement of the child nodes. But make sure the two child nodes are solid white before we proceed with the next steps.
65:00
Speaker 1
[silence] So this one is still blinking blue. connecting. Ah, it's 9:07. Hm. But truly, uh, is this normal that every time you know, the pendent loses power for a millisecond, I have to go through all this setup. Yeah.
66:00
Speaker 2
Mhm. No, no need. Just in case your power outage will happen on the future, try also to power cycle the modem and then the parent node first. And then keep on observing if the child node will reconnect. For example, you're going to unplug the power adapter. Make sure the power adapter of your modem from Verizon and then the parent node. [silence] then wait for let's just say 30 seconds when we need to plug the power back and let the device to fully boot up and observe. [silence] and you can also feel free to call us back if you need assistance to figure out what's really going on with your Linksys mesh system. [silence] Yeah but are you going to plug them directly to the main outlet? Okay. added [silence] And they're also lit right now. [silence] Okay, kindly go back to your computer. So let's access the web interface again.
66:00
Speaker 1
okay. I'm there. yes. I'm there. I clicked on it. send my info. diagnostic information has been sent. okay.
68:00
Speaker 2
Okay, then. Go to troubleshooting. And then diagnostics. And you can see there's share router info with the vendor. Yes. Okay. Well, let me just refresh my toes in my ends. To check. I'm trying to load my page in the end.
68:00
Speaker 1
Is there any plan to update the app, the Linksys app, in the future? You now? That's a good idea.
70:00
Speaker 2
Regarding with that one, sir, for our new visitor we are actually planning to discontinue that, we are planning to change that into linksys now, wherein it's a combination of the web interface and linksys app, because we yeah I agree that sometimes linksys app will provide inaccurate information and I'd really apologize for that one, sir, but while waiting for the information to send in my end, let's proceed to go to connectivity.
70:00
Speaker 1
Yes, I'm there. Yes, I'm on the settings tab. Yes Yes Could you please do me a favor I can't find my glasses Yes Could you take a look around the counter Oh they're they're on your head Ha ha ha Okay Could you move just a few inches to the right If that that works Great What about now Can you see me now Are they in focus Yeah, they are
72:00
Speaker 2
Sorry for the inconvenience, Sir, but kindly go back to your computer with your Internet tools. Okay, and then go to connectivity and then local not, okay, so connectivity, [silence] then local network. [silence] And then on your right-side Sir, on the bottom, you can see the date reservation. Okay. Can I click that one? And, and [pause] then select the child node, the two child mode in your end. [silence] Again, and then click the reservation and check on top if their IP is reserved.
72:00
Speaker 1
They are one 2:168.1. [silence] And then there are two different numbers at the end. [silence] Yes, they are added, reserved. Click, OK. OK. Uh, applying changes. It says [silence] Yeah, it's still waiting.
73:00
Speaker 2
that the tube reserve the IP addresses of the two child nodes so, to avoid any disconnection and So, make sure that you resubscribe, click, click, sorry.
73:00
Speaker 1
OK, these are the steps that I haven't done. Error, router not found. You're not connected to your... Yeah. Yeah, these are the steps that I failed to do. Yes, um, it says mesh. Um, yeah, the five is connected now. It's secured. Let me hit re-try.
74:00
Speaker 2
yeah, since we applied the changes, Yeah, reconnect. Reconnect your devices to 5 gigahertz band. So try to reconnect your devices.
74:00
Speaker 1
Yeah. Still waiting. Okay. Back to business. Um, would you be able to, um, help me with an email address where I can send my letter to Linksys? Oh, yeah. That's perfect. Okay. Okay. Yeah. Thank you for your patience.
75:00
Speaker 2
Again, these are already online, sir, and we applied some changes. Hopefully, it will resolve the issue. Is there anything else that I can help you with? Okay, so, regarding with that one, sir, I will send you your ticket number via email so that you can reply to it. And for the meantime, observe your, because I will also provide your ticket number via email after this call. And feel free also to observe and monitor your connection, and don't hesitate to call us back if you need further assistance. Okay.
75:00
Speaker 1
for your kindness. [silence] You too. Thank you. [silence] Bye bye.
76:00
Speaker 2
Thank you so much also, Stefan, for your time while we resolve this. So take care and have a great day. Bye for now.
76:00