V2 Rubric Detail — 1fdbc2b8-75b2-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:05
Duration
69m 20s
Contact
Doris Dent
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135586
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Lost Connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.00/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall32.5% (-3.5)

V2 Grader Summary

The agent failed to restore connectivity or escalate despite multiple troubleshooting attempts. Key technical inaccuracies — including the non-existent 'remote' for 5-press and misapplication of recovery key — combined with lack of tool use and failure to escalate justify an Unresolved outcome. Ownership was maintained, but technical execution fell below standard.

V1 Case Analysis

Customer reports no internet after power outage; WHW01 node red LED, out of warranty. Paid support purchased; attempted power cycle, UI access, factory reset, 5-press, but unable to access router settings or establish WAN connection. Advised to obtain Spectrum modem password and follow up.

Troubleshooting Steps
  • Power-cycle of router and ISP modem
  • Attempted local web UI access (myrouter.local / 192.168.1.1)
  • Recovery-key entry for admin password
  • Factory reset (reset button hold)
  • 5-press pairing on WHW01 node
  • Checked WAN status and IPv4 address
Key Observations
  • Agent processed paid support without first attempting basic, free troubleshooting steps like modem-only testing.
  • Provided factually incorrect technical guidance: wrong reset duration (25 seconds), incorrect 5-press method (using remote), and misidentified LED colors (pink instead of purple).
  • Failed to follow KB diagnostic path: did not test internet directly at modem, skipped critical modem diagnostics, and misapplied 5-press as a fix for red LED.
  • Spent excessive time on unproductive steps due to lack of Ethernet access, but did not adapt troubleshooting approach.
  • Call ended with a pending follow-up rather than a resolution or clear self-help path.
Positive Highlights
  • Correctly identified the device as out-of-warranty and offered the appropriate paid-support option.
  • Collected customer contact information and created a ticket with a reference number.
  • Attempted multiple troubleshooting methods and kept the customer engaged throughout the call.
  • Correctly escalated to ISP involvement as the next step after internal troubleshooting failed.
Agent Errors / Gaps
  • Did not collect serial number early; serial only identified after 3 minutes ([02:00]-[03:00]).
  • Provided incorrect reset duration (25 seconds instead of 10-20 seconds) ([27:00]).
  • Gave inaccurate guidance on 5-press method, instructing customer to use a remote ([50:00]), which is not part of the documented procedure.
  • Misidentified LED colors, referring to 'pink' when the node was showing solid red ([50:00]); per KB, solid red indicates no internet (Path C), not setup mode.
  • Failed to diagnose the actual issue: solid red LED requires checking modem connection and ISP service, not factory reset or 5-press.
  • Did not instruct customer to test internet directly at the modem, a critical first step in KB universal_isp_modem_diagnostics.md.
  • Suggested swapping nodes as parent without diagnosing the root cause, which is outside the router (ISP/modem).
  • Spent time on recovery key and UI access attempts when the node was in solid red, indicating a WAN issue, not admin password loss.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Internet connectivity was not restored; customer remained unable to access router or get online by call end.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed power cycle, factory reset, and 5-press but skipped key steps like testing modem directly, checking WAN status, or using diagnostic tools.
R3 Partially Met Correct resolution path conf 88%
Agent determined product OOW correctly and offered paid support, but did not follow OOW best-effort standard fully — no remote diagnostics or escalation despite repeated failures.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow logical diagnostic process: did not isolate source by testing modem directly before router resets/node swaps per universal_isp_modem_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use required diagnostic path (direct modem test) and relied on customer attempting to connect to Spectrum WiFi — not a documented tool for isolating Linksys router WAN issues.
T3 Not Met No misinformation conf 98%
Agent provided materially incorrect instructions: told customer to 'use the remote' for 5-press (invalid per universal_5press_models.md) and misapplied recovery key process for inaccessible device.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent maintained basic call flow but had long unexplained silences, unclear transitions, and failed to set expectations after payment was taken.
C2 Partially Met Confirmed understanding conf 86%
Agent used technical terms like 'IPv4', 'diagnostics', and 'release and renew' without simplification or confirmation of understanding despite customer confusion.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent processed payment, stayed on the line, performed multiple troubleshooting steps, and committed to a follow-up call instead of transferring.
O2 Partially Met Proactive follow-through conf 88%
Agent promised a follow-up call but did not specify when, who would call, or what conditions would trigger it, leaving timeline ambiguous.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
After multiple failed attempts including reset, 5-press, and node swap, agent did not escalate to engineering or higher-tier support despite clear complexity beyond L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I appreciate your patience' and apologized, but responses were generic and did not acknowledge the customer’s repeated effort or frustration specifically.
X2 Partially Met Tone & rapport conf 84%
Agent maintained a consistent pace but did not adjust tone or simplify language when customer expressed confusion (e.g., about recovery key or network names).
X3 Not Met Overall experience conf 92%
Customer had to repeatedly take pictures, move between devices, re-enter passwords, and perform manual steps that could have been streamlined with better tool use or agent-side actions.
Call Transcript132 turns · 135 lines
Speaker 1
[silence] Hi, my name is Doris. And we had an issue tonight where the, uh,
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your service options, press two. 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. [silence] Thank you for calling Linksys. This is Ophelia, how can I help you?
00:00
Speaker 1
The power went out, but it was only out for maybe two minutes. It came right back on, but whenever it did, our wireless internet and the television were not hooked up anymore. I called our provider, and he could see that our router is online, but as far as the modem and we have a Linksys modem, the power light comes on. It's flashing blue at us, and it will go green, but just for like less than a minute, and then it goes red and it stays red. So, correct. Okay. First of all, we have, we had a set where it had a box that had three towers in it. Okay. So we only have one hooked up. So we're assuming that it is this modem.
01:00
Speaker 2
[silence]
01:00
Speaker 1
Let me see if I can tell which one this one is. Okay, um, name, password, serial number. Oh goodness. They didn't y'all didn't make this for my eyes. Uh, let's see. It's, yeah, it is. I think I can get it. 25 F as in Frank. Yeah, I just have to go find it and I I got you on the phone. 25 F as in Frank 1 0 M 3 C as Charlie. Uh, 9, not sure if it's a 0 or a G. 3 0 9 2.
02:00
Speaker 2
Yes, just look at the main one. Okay, so sorry, it's really small. You can actually take a picture of it and then just zoom it in. Or a magnifier, glass, if you have one, can use magnifier.
02:00
Speaker 1
while you're looking, I'll go ahead and take a picture of it. Hang on. Um, hang on a second. I'm taking a picture of it so I can zoom in because I'm not really sure whether I gave you the right one or not. Okay. Let's see. 25 F as in Frank, 10, M as in Mary, 3 C as in Charlie, 903092. Okay. [silence]
03:00
Speaker 2
a.
03:00
Speaker 1
Okay, hang on a sec. Um. Part. That came out a little. Customer, part number. Hang on. I think. There it is. I'm looking at like a packing thing here. Oh, shoot. That's. Fold it over. I see AC 3900. three pack. Um. I'm trying to... my husband put this doggone label on here and he didn't put it on very
04:00
Speaker 2
so you have the model number mail? [silence] any?
04:00
Speaker 1
Move w.. I don't know if this is a model number or not. 0013. Does that sound right? Uh-huh. Doris Dent. T like a dent in your fender. No. No, it's one R. Mm-hm. Uh mine is DM B as in Bravo. I A S A T I at gmail. com.
05:00
Speaker 2
you see W-H-W- Okay, W-H-W-0-1. All right. And, ma'am, can I have your name? First and last name? Doris Dent? D-E-N-T. Oh, okay. So Doris, that's the "R" for Robert, right? Just one R. Oh, just one R. Okay. And your email address? Mail? Okay. So that's DM. [silence]
05:00
Speaker 1
Yeah. Yes. And that first letter, first letter on my email is D as in Delta. I wasn't quite sure if I heard you right. Okay. Right, they were all in one box. Well, we only have one of them hooked up. Our house just really isn't that big square foot-wise. So we only have used one. I've tried... Yeah. Yeah, we've tried you I tried taking that one off and putting one of the other towers on and the same thing happens.
06:00
Speaker 2
B-I-A S-A-T-T-I at gmail.com and your internet provider is it spectrum? Okay. Yes, the isn't David. Yes okay. All right, so you have three of these W-H-W-0-1, right? Okay. And uh all of the nodes are red. Oh, you just plugged in one. Okay. Okay, yeah, cause once the uh the main
06:00
Speaker 1
Oh, okay. I really didn't know myself whether there was one that was a main one or how it worked, so. Oh, it's oh, gosh. My husband bought it. I don't know. Uh maybe, maybe three and I'm I'm taking a guess. Okay. Okay. Okay. My problem is there is, I don't have the internet.
07:00
Speaker 2
I mean, one is not working, the others will not work as well. Okay, all right, ma'am, so how long have you been using this device? Like just an estimate, how many years? three years all right ma'am yeah so upon checking here in our system ma'am this device WHW 01 is already out of warranty okay and that just means it's no longer covered for free technical support however, ma'am, we can give you two options it's either you go for our website that would be support.Linksys.com and you will find there articles.
07:00
Speaker 1
Okay, [silence]
08:00
Speaker 2
Yes, I understand, but you can temporarily bypass your router and connect your computer straight to the modem to get internet access. Or, you can also use your phone, use the data, um, just to access the website. Okay. So that is support.linksys.com. And that's the first option. Second option is our paid connect service which will cost you $15. It's just a one-time fee and uh that will last for 60 minutes or an hour of troubleshooting ma'am. And this service, by the way, is non-refundable. So, yep. If you want, I can also send you an email. Um, there are instructional videos from that email, were and you can set up the, uh, this Linksys, router, mesh router, as well as the, uh, the other nodes. So, how would you like us to proceed, ma'am? [silence]
08:00
Speaker 1
Okay. Let's, okay, so, an email would just give me instructions on where to go, or whatever? Okay. And, well, we know how to set it up. Okay, why don't you go ahead and send that to me right now, but then, I'll go ahead and pay the $15 for troubleshooting. Right. Yeah, I mean, I need, I need my computer to work tomorrow, so. [silence]
09:00
Speaker 2
yes, it will give you instructional videos how to set up the uh the router. I can send it to you right now. Mm-hmm. Okay, so you will also go for the Pain Connect service. All right, ma am. I understand, so sorry about that. So, okay, let me just process the transaction. Okay, just give me one minute here. [silence]
09:00
Speaker 1
Okay. Right. Okay. It is a MasterCard. Mm-hmm. Doris.
10:00
Speaker 2
All right ma'am, so please get ready your credit card information because I'm going I'm going to process it right now. So again, this is $[REDACTED_PAYMENT_DIGITS] and it's non-refundable, okay? So I'm going to stop the recording for your security. So let me just do that now. Okay, what type of credit card are we going to use for this transaction? It's a MasterCard. And what is the name that appears in the card?
10:00
Speaker 1
and that's one R M as in Mary dent [REDACTED_CARD_NUMBER]June 29th 624.
11:00
Speaker 2
um and your card number, man. And your obsession. Okay and the security code? All right. So let me just process the uh transaction. Just give me one minute.[silence] yeah, so let's uh just do a uh couple of uh [silence]
11:00
Speaker 1
ok perfect right ATTI you're talking about, on are you talking about on the modem now
12:00
Speaker 2
All right, madam, a copy of the receipt will be sent to your email, okay? And that is again, d.m.b.i.a.s.A.t.t.i@gmail.com. All right, okay, so I just processed the, uh, transaction. Um, I'm going to resume the, uh, recording. So we can start with our troubleshooting. Here we go. Okay, can you hear me okay? The line clear? All right. Okay, Ms. Doris. So now, uh, let me verify your connection. Um, do you have the, uh, spectrum box, the modem, connected to the first port or the, uh, the port on the left? Above the reset Is the cable connected? Yeah, from the modem
12:00
Speaker 1
yes yes yes yes yes yes well if so I'd have to I just got to get my the computer over here um yeah I can if you can bear with me while I get it [silence]
13:00
Speaker 2
Do you have a cable connected to the linksys? And it's connected to the first port, right? Above the reset or about the above the power. Okay. All right. And uh right now the, the let indicator is red. Okay. So uh, here's what we're gonna do. Um, we will try to uh, perform a power cycle. Are we, are we able to connect an ethernet cable from the linksys to your computer? Do you have a laptop? Okay, sure. Sure. No problem.
13:00
Speaker 1
Let's see. Well, i got to be sure that there's an ethernet out port on this laptop too. Oh, no, no, there's, there's not an ethernet one. There it's all uh HDMIs. Well, yes, yes. Well, it's not really connected because we don't have any service. So it says disconnected right now. Just sit down here. [silence]
14:00
Speaker 2
If there's not, then that's all right. We can always configure this wirelessly. Okay. Okay. All right, so is your laptop still connected to your network? Did you set up your own network? If you go to the wireless icon at the bottom right-hand corner of your screen, if you click on it,
14:00
Speaker 1
Oh, it says, it says, or it says connected, but then the oh, okay. Why is it saying connected? I'm not really connected. Right. Yeah, yes. Okay. Okay. Which, which we, we have, we've done this several times before I even called you. Okay. Okay. Okay. Okay. They're unplugged. [silence]
15:00
Speaker 2
Okay, so you're connected to the network, but there's no internet. So you're still connected to your network, right? Okay. All right. Here's what we're going to do next, Miss Doris. We will try to power cycle your, your linksys and the modem because it seems that the linksys is not getting a signal from the modem. So unplug the power of your linksys first. Yes, I understand, but so we need to do this again, okay? Cause it seems that, yep, we're we're not getting any signal. So try to unplug the power of your linksys as well as your modem.
15:00
Speaker 1
OK. Hang on a second. It's all black. So I'm having to get a better light so I can see it. Let me see. Yeah. What a It's not- they don't make it very easily read
16:00
Speaker 2
Okay, and we'll wait for one minute before we plug it back in. What is the brand of your modem? The one from spectrum. Does it say anything on the box? Does it say spectrum on the box?
16:00
Speaker 1
I am, well I see a model number but I don't see. I mean we got it from them. Oh, I see a model number. It's D2 251. Okay.
17:00
Speaker 2
sure okay okay now can we plug in the modem first and then wait for the lights to stabilize before you plug in the what's the model number uh what is the model number uh what is the model number okay all right okay now can we plug in the modem first and then wait for the lights to stabilize before you plug in the links behind? Okay?
17:00
Speaker 1
Oh. Uh, uh, what? Well, I was only getting to power and online. Uh. Well, now, I just now plugged it in. So, the power, the power comes on first. And then it, it blinks for a little while before the online button, the online comes on. Yeah, it's, uh, not really the fastest kind of cycling. It seems like.
18:00
Speaker 2
So, for ET two two five one, you should see there 4 lights lit. So, make sure you have all 4 lights lit up. The power, online, the voice, and the battery.
18:00
Speaker 1
And then when it also whenever I had Spectrum on the phone, they didn't say anything else about, uh, anything other than power and online. [silence] [silence] Are you with me? Okay. I wasn't sure if I hit a button or not. Correct. Yes. It Oh, well now, the online, okay, it just went from white to blue. Well, now it's back to white.
19:00
Speaker 2
Yeah, I'm still here. So right now, um, you already have the power and online light up. OK. Is it solid? OK. Can we?
19:00
Speaker 1
Yeah, it's going from white, uh, white to blue. Earlier, it was staying on blue, I don't know if it's just not finished cycling through or what. Okay, now it's now it's staying on blue. Yes. Okay, so I'm just putting the power in on it. [silence] What is this thing?
20:00
Speaker 2
should it be blue, okay. All right. So it's blue now. Okay, so can we turn on your Linksys?
20:00
Speaker 1
and this one uh the link says it does take a while i mean it it's uh it's on blue right now yes
21:00
Speaker 2
okay. But is it, is it blinking? All right. We need to make sure it's solid, ma'am, before we'll proceed.
21:00
Speaker 1
Yeah. I'm still blinkin. Okay, so now it just turn to green, but if I give it a minute, it's going to go to red. That's what it's been doing. Now, it just did it. Now it's red. It's flashing red. Well, we're going to be waiting quite a while because, I mean, we've done this. You know, it's been flashing for 45 minutes before whenever I was on the phone with somebody else. [silence]
22:00
Speaker 2
It may take some time. Solid red? We'll wait for it to turn solid. [silence]
22:00
Speaker 1
No. No. Whenever it's working, right. It's great. OK, let me get over there. You know, this old woman getting up and down off the floor sucks. Oh, that router and everything's on the floor. OK. Yes. Yes. Yes. OK. Oh. okay. my router dot local. and okay and enter that's it. okay reset admin password. uh you just oh enter the recovery key from any of your nodes to unlock admin password [silence]
23:00
Speaker 2
my router dot local yes okay so uh... is it asking for a recovery key uh... yeah just use the parent node just use the parent node recovery key ma'am underneath the parent node you have there the recovery key
24:00
Speaker 1
Uh, okay, so what, in the picture you're talking about? I don't my right. Oh, my gosh. This
25:00
Speaker 2
underneath the router, you should see their sticker. It has the recovery key. Can you take a picture of that, so you won't have to? [silence]
25:00
Speaker 1
Okay. So that one is 6566. And submit. Unexpected error. We've encountered an unexpected error. If the issue continues, please visit our technical support site. Uh-huh. And it gives a it is underscore capital A JAX error. Okay. [silence]
26:00
Speaker 2
Yes. Mm-hmm. Okay. So, it says unexpected error. Okay. All right, it seems that okay. Yeah. We've done this before, uh we've encountered this before. So the only way for us to resolve this to be able to access the router page again is to reset this device to factory settings. Okay. So, um yeah. Let's just do let's just perform a reset ma'am. So try to look at the bottom of your ur
26:00
Speaker 1
uh-huh. Yes. Okay. 15. There's 20. It should be 25. Okay. So we're back to, uh uh, we're back to blue.
27:00
Speaker 2
hypotheses. There is actually a reset button. So kindly press and hold the reset button for 25 seconds. Yes. 25 seconds. All right. Okay, again, we'll wait for it to turn solid before we'll proceed.
27:00
Speaker 1
Okay, it's staying solid blue right now. Well, I'm looking, I'm holding on the bottom and the light is on the top. So, I wasn't looking at yeah. So now, now the blue is flashing. Yeah, it's not the fastest thing. [silence]
28:00
Speaker 2
When you pressed the reset, ma'am, did the light turn off? Oh. Um, OK. So, you're... [silence] It takes around two to three minutes before it goes solid, so we'll just wait for that.
28:00
Speaker 1
Now it's solid red. Okay. Okay. Okay. I'm there.
29:00
Speaker 2
so much is like, can we go back to your computer. Okay. Then look for the wireless icon again at the bottom right hand. Okay? Now, uh, once you click on the wireless icon
29:00
Speaker 1
Oh, yes. All right, that's asking for network key. Oh, okay. We're so happy that I actually took a picture of that. So, okay, so it doesn't Uh, oh, is that the password? It says network security key, is it the password? Okay. Let me Okay, verify and connecting.
30:00
Speaker 2
[silence]
30:00
Speaker 1
connected connected to new network automatically scanning okay yes uh there was uh oh but this isn't you got this isn't this this is Norton that popped up so if I go to my yeah um so if I go to my wi-fi down there in the corner again it's that velup setup uh and it says no internet on there I don't know if that's what you're talking about okay [silence]
31:00
Speaker 2
Okay, so it says connected, right? Okay. Yeah, that's fine. So now let's go back to the browser I think.
31:00
Speaker 1
Okay, so you want me to close out that, the the tab that I'm on now then? Okay. Okay. Okay. HTTPS colon, slash, slash. Oh, there it is. Okay. Screen's kind of flashing right now. [silence]
32:00
Speaker 2
am I'm Google Chrome and try that myrouter. local again you know just close everything down then try to open up a new one router. local [silence]
32:00
Speaker 1
Yeah, nothing's popped up, but the screen is flashing. Yes. Yes. Yeah. Right? Yep. And I'm sorry? Oh, I see. I see where you're talking. Okay. I see it. Right. site doesn't support a secure connection. Do you want me to continue? [silence] Okay, the screen is flashing at me again. [silence] It goes from a lighter blue to a dark blue to a lighter blue to a dark blue. Uh You know, I I can tell me where to go to check that real quick.
33:00
Speaker 2
Do you see advance? Yeah. Click continue. Do you have any VPN connection enabled in that computer? [silence]
34:00
Speaker 1
Oh yeah yeah just type in VPN mm hmm okay okay aha oh that's control panel okay all right there's a blue Bluetooth network connection and then just Wi-Fi.
35:00
Speaker 2
Do you see it search down at the bottom beside the window logo? ^M Yes. ^M No. ^M Under search, just type in n like Nancy, C for Charlie, P for Peter, L for Larry. ^M Sorry, uh, it should be sorry. ^M N CPA. Sorry, it's P for Peter, A for Apple, not L for Larry. ^M A for apple dot c for Charlie, P for Peter and then L for Larry. ^M N CPA.C PL and then press enter.
35:00
Speaker 1
Right. No, those are the only two things. Okay. All right. So, let me find Norton now. Okay, so I'm going into, here's Norton Settings. Sign in to restore. No, that's not what I want. Close without act- no, that's not it. Close that. I gotta find his Norton.
36:00
Speaker 2
Okay. All right. Yeah. uh, because something is actually blocking here for us to access the router, um... I see you have Norton. Is, uh, can we disable the Norton for the meantime? Uh, Yeah, we can turn it on later once we access the router settings.
36:00
Speaker 1
Well, okay, here's, just log out of it. Well, I guess maybe I'm not looking, maybe I'm not looking in the right spot because this says sign in to restore your protection. We couldn't confirm your, This is my husband's computer, so I don't know what he has done.
37:00
Speaker 2
Uh, do you have the option to turn off the firewall? Maybe for? Did you subscribe for uh Norton antivirus? Because it seems that your Norton has already expired and and right now, that's blocking something. Okay. Um, can we try uh one more time, ma'am?
37:00
Speaker 1
okay. okay. okay. Let me close everything. Close that. Want to close that. You want me to go back to Google again? Okay. We're going to do the same website. Okay. 1192. 168. Okay, 192.168.1.1.
38:00
Speaker 2
Let's just close all, the windows open. Okay. And try to open up a new browser a new window. Yes. Open Google Chrome. It's going to be a different one. So let's just type in http://192.168.1.1 Go.
38:00
Speaker 1
Yeah, it's doing the same flashing. Yeah, it's going from that really dark blue to a lighter blue. It says up in, it says linksys smart Wi Fi. Up on the tab. Oh, this is getting there. What is the what indicator? Oh. Oh.
39:00
Speaker 2
Okay, it's just flashing. Right now, can you tell me what is the what is the lead indicator on top? The the lead light, what color, what color is it on top? [silence]
39:00
Speaker 1
okay I'm sorry I'm hoping I'm understand I mean might the tab bar is white is that what you're talking about no there's not I don't see any any red on it at all I mean no I mean the screen is is lit up I'm sorry hun I don't understand um oh oh got you looking at the computer. No, it's still solid red. Yep.
40:00
Speaker 2
is the the node on top what is the uh the color? Is it red? [silence] So there's no light on top? [silence] I'm sorry. [silence] The Lynx cs, I'm talking about the Lynx cs device. [silence] Okay. [silence] It's still solid red. Okay. Um, remember, you have two child nodes. [silence] Can we can we swap the nodes, ma'am? Use the child node as the new parent.
40:00
Speaker 1
Okay. Yeah, okay. You're talking about the, out of the three modems that I have. Is that what you're talking about when you say nodes. Correct, correct. Okay, I, I did try switching, I mean, and got it, I did try switching that out at one point and, they didn't, it didn't change anything, but you're talking about, basically reclassifying it as a parent, correct?
41:00
Speaker 2
Yeah, because right now what's happening is we're not able to access the page. So probably the, there's a problem with that node. So can we just use the the child node? We can, they're, they're all the same, okay? Um, we can set up any, any node as the parent node. So let's just swap the node. Yeah. Yes, the the other CW03 cuz you have three of those, right? Yeah. So let's just use the the other one. Let's make it as the parent node. Yes, we will uh set the other one as the parent node.
41:00
Speaker 1
Okay. Okay. All right. Do you, do I need to unplug the router at all? To my. Okay. But I don't, I don't need to unplug the router also. That's what I'm asking. Uh, my, my spectrum router. Okay. Okay. Okay. Okay. Okay. Right. and then put in the power.
42:00
Speaker 2
since this one is not cooperating with us. Yes, unplug the the one, the red thing right now. And just plug in the new parent node. Which router? No, no. Just disconnect the Ethernet cable from the back of the Linksys. The original one. And then connect the cable to the new Linksys node. So, make sure it's connected to the same spot. Okay.
42:00
Speaker 1
Okay. All right, so it's hooked up. Now, well, this, um, oh, this stuff on the bottom is different than that one. Uh, but I'm on, that's what I'm, that's what I'm about to do. I was trying to beat you to it girl. Okay. My, my picture. It's still flashing blue. No. [silence]
43:00
Speaker 2
Yes. Yes. Can we also take a picture of that one? Because since we will be setting up. Okay. Thank you. Yeah. Okay. So you haven't set that up before? That one?
43:00
Speaker 1
no yeah I mean we have all all these three but one is enough for our house I don't know why he got three of them but he did so okay it just now went to red and it's blinking red. okay
44:00
Speaker 2
No. Oh, okay. That is still blinking. Okay. So, while waiting for that, ma'am, can we go to your computer again?
44:00
Speaker 1
All right. Okay. Oh, okay. Well, let me see. Okay. Turned it off. Yeah, I just clicked on the wire on the uh internet icon down in the lower right, and you're saying I'm still looking for that, uh, bellop, uh, connection or something like that? Uh, um, I'm, okay.
45:00
Speaker 2
And, uh, go back to the wireless icon. Then look for the network that says valop setup. That has a different name, okay? That's not the same as the other one. So just select the network. Mhm. Mhm. Yeah, do you see velop setup, um, when you click on the wireless? Try to turn off your Wi-Fi and turn it back on.
45:00
Speaker 1
it's out. I don't see it. Yeah, it's not here. No. No. Now, there's not even even the parent node is not there. The developer, however it was you pronounced it was not there at all now. Well, no, I'm talking about the one that we had before. The what you've got velar or something like that. The setup is oh, there's well, there's spectrum setup, but that's not what you're talking about.
46:00
Speaker 2
you're not seeing it the one underneath the the new uh parent node right what is the name that shows up there you don't see any networks at all yes uh-huh [silence]
46:00
Speaker 1
So, so I see. Okay. TheOK, OK. OK. OK. OK. the blue light came on. No, it's solid right now. Still solid. Back to the computer. Oh, okay. The blue is blinking now. No, still not seeing the same one on the display. [silence]
47:00
Speaker 2
??? Okay. Is it blinking? All right. So. Okay. So now, can we go back? Yeah, back to the computer and try to check if you see the develop setup. Are you seeing the network?
48:00
Speaker 1
We had with the other one. I don't. Hmm. I just tried turning off the Wi-Fi and back on again and it's still not [silence] I mean, um, [silence] Yeah, the original one? The first one? Oh, the third one. Yeah. Yes, it, it's I've got it too.
49:00
Speaker 2
The network is still not showing up. Okay, I'm sorry for this. Yeah, it seems that the, uh, that, uh, node is not broadcasting the signal. Okay. Do you still have the other one, ma'am? The, the third one. Yes.
49:00
Speaker 1
let me try it oh now now this new one that we just plugged in it's not red it's kind of pink colored yeah yeah let's see let me get back over here now I see it yeah it's there now okay so you you want me to click on that one okay
50:00
Speaker 2
store, okay. Okay, alright. Yeah, cause maybe it just takes some time. So now, since it's solid purple, ma'am, let's just try to do this, okay? Let's do a five press. Oh hold on. Before we do that, let's just do this first. Okay, let's perform a five press and to do the five press, kindly use the remote and make sure you're pressing in the middle of them. Use your thumb, thumb, middle finger, okay? And press there, five times. One, two, three, four, five. Are you seeing any bar symbol?
50:00
Speaker 1
But. okay okay. okay, that was five. okay, it's uh blank and white now. You guys have too many colors. I just want green for go. I'll take that anywhere.
51:00
Speaker 2
Okay. Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. [silence] Okay. Actually for online, if if it's online, that is blue or green. If it's red, that means it's not connected yet.
51:00
Speaker 1
Got it. That's right. I want green. Green means go. It's still, yeah, it's still blinking white. Oops. Okay, yeah. on the next. Okay, now I got to put in that key again. One, eight, five. Next.
52:00
Speaker 2
Um-hmm. Mmm, mmm, mmm. Okay, so, it's still blinking. Okay, we'll wait for it. Yep, while waiting, while waiting, um, can we go to your computer and select "Build app setup?" Try to connect to that one um, yes, um-hmm it's showing the dialog boxes of Create build.app.m its saying " cannot read property ". it's an error message thing. So remove your external drive do that. Also, eeho C, uh, let me just reboot my computer. Okay, now we can see the the
52:00
Speaker 1
oh wait a minute is it network security key is that the password or the recovery key oh well no one okay no wonder that's not working all right the h one okay
53:00
Speaker 2
Internet past wrong, it's the network key now.
53:00
Speaker 1
Okay, and it just says, uh, okay. So under the, uh develop setup it says no internet secured and then there's a disconnect button. it is blinking red yes okay so I'm Okay HTTP
54:00
Speaker 2
OK, so it says no internet secured. OK. Can we go back to, yeah, let's open a browser again, ma'am. Right now, what do you see on the, uh, on the link. Is, is it red? It's blinking red, OK. All right, let's open up Google Chrome again.
54:00
Speaker 1
all right all right now it says download the Linksys app for setup yes yes All right. So now here's my, here's another router password. Okay. Sign in. [silence] All right.
55:00
Speaker 2
yeah my router local okay alright now click on the uh two do you see the the images of the two phones the image of two phones? yes just click on it yes by default ma'am that is admin a-d-m-i-n all lower case
55:00
Speaker 1
Okay. so now I'm like at. What? Yes. Uh huh. Oh, yeah. Yeah. Yes. Okay. what's up? Okay. Okay, I'm there. I'm there.
56:00
Speaker 2
The blue... the, uh, wake hundreds CAT text. Uh, woke. hundred, uh, woke. If you see the privacy policy. Okay, click on C A.
56:00
Speaker 1
Hang on a second. Oh, OK. All right? I'm there. It's uh one point one point one three to zero two six one seven. No. OK OK? Yes. Yes.
57:00
Speaker 2
this look for reports click on reports okay what is the Firmware version map no there? Okay now try to scroll down please scroll down at the very bottom then look for port okay and then under internet do you see there an X mark oh under one gigabit per second okay so there's an X under one gigabit per second all right so first of all we want to enable the broadband LED okay can you click enable?
57:00
Speaker 1
Okay, how far? Okay. I don't even, I don't even have anything besides internet access. No, it's just blank. Yeah, there's connection, there's connection type automatic configuration. Uh, but the
58:00
Speaker 2
Okay, try to scroll up. Okay, then look for the IPV4 internet connection, IPV4. Okay. And then below that the you see internet address, do you have numbers under internet address? Nothing under internet address, is it blank? Okay, it's blank. Okay. All right, just, Pycri
58:00
Speaker 1
Okay. OK. I'm ready. Yes. All right. And then do you want to continue? Yes. Your router is applying changes. The action you performed may cause devices to temporarily lose connection connectivity. This may take a few minutes. Do I want to click on okay? All right.
59:00
Speaker 2
Yeah, that's all right. Um, yeah, that just means that this router is just not communicating or it's not getting any signal yet to the modem. So, besides status, uh, click on diagnostics. And then, um, under internet address, IPv4, do you see there release and renew? Okay, click on it. Yes ma'am. Yes. Press okay.
59:00
Speaker 1
Well, it's still, it's still doing its little, I don't know, loading or whatever because it's got the little waiting box sitting there. Okay, so now it's back to the troubleshooting screen under diagnostics. Okay, let me go back to that, cuz that was on the status, wasn't it? Um, uh, the IT
60:00
Speaker 2
Okay. Did it go back to the same screen or or or circle thing? Hmm. Okay. Do you say, do you have numbers now under internet address or it's still zero? Uh you should still be able to see that on under internet, um on that uh diagnostic screen.
60:00
Speaker 1
your hostname is blank. Internet access internet, internet address under, uh, right is just, uh, 0.0.0.0 is just four fours. Now, I don't have a uh HDMI cables. I mean, these No. No.
61:00
Speaker 2
Um ip address ip v 4 it's still zeroes okay it just not getting the address from your modem now um you don't have any computer that we can hardwire this uh you don't have any ethernet port on the side of your computer but um when you click on the Wi-Fi icon uh on the lower right hand you see spectrum right it's one of the network.
61:00
Speaker 1
Yeah, yes, there's Spectrum set up. Well, I don't know, it's got a lock on it, so I don't know if it'll let me or not 'cause it says secured. I'm like, you want me to hit it and try? See if it it asks for a network security key. Well, we sit, well, we set up the our Linksys password, but you're talking about with Spectrum, right? Oh my gosh, honey that's been so long ago. I ain't got the last idea. Now it says router not that.
62:00
Speaker 2
Are you able to connect to that Spectrum Wi-Fi? [silence] Yes. Can we try to click on it? [silence] Did Spectrum give you a password for your network? [silence] Yes. What about on the on the modem is
62:00
Speaker 1
Oh, um, yeah. Right. You're, uh, so, I'm looking on, on the modem to see. And, um, um, well, there's a password the, there's the password on the router, but there's not a password for, um, for spectrum. Uh, let me oh, um.
63:00
Speaker 2
If you check the modem on the box, are you able to see there any password down at the bottom? Because right now you, Ma'am, yeah, um, we've tried two nodes already, and it's just not getting any IP address. Yes, try to look underneath it. Just like the router. Maybe you can find there the password underneath it. Spectrum. You don't see any password there. [silence]
63:00
Speaker 1
No, there's not a, there's not a password on either the router or the modem. I mean, what's your thought? Do you think that it's, that the router's not talking to the modem? Right. Right. Right. Yeah.
64:00
Speaker 2
Yes, it's really having a hard time connecting to the modem, ma'am.
64:00
Speaker 1
Let me tell you what a power outage will, I was going to say what a power outage will do to you this evening. I'm sorry? Yeah, our power went out for just like maybe less than two minutes and whenever it came back on, this is what you got. what I got. Uh-huh.
65:00
Speaker 2
You don't have any other. When did this happen by the way? Oh, you had a power outage. Okay. How about this? How about this Doris? Can we because you have you have spectrum you're seeing spectrum there as one of your network wireless network. Can we ask spectrum if they have the the wireless or the Wi-Fi password? Because what we're going to do is we can try to connect to their network just to verify if you really have active internet connection with the modem. Because if your internet is working with spectrum network then that just means that the modem is online.
65:00
Speaker 1
Yeah. Right. Right. Well, okay. Yeah, that'd be great. Okay.
66:00
Speaker 2
And if that's the case, then probably there's a need for us to to update the firmware of this node of this router.
66:00
Speaker 1
Uh huh. OK. Right. Right. Okay. All right. I appreciate your patience. Yes. OK. All right, thank you. Correct. Correct. OK. And just. OK. Hang on. Uh, just a second let me grab something to write on. And I, and I'm going going to be asking Spectrum for some sort of a passcode so we can see if I can connect to them.
67:00
Speaker 2
with Spectrum, wirelessly, because if you can't go online wirelessly, then it has something to do with the modem. Because unfortunately, we cannot hardwire your computer, because there's no Ethernet connection. Yeah. Okay. Okay. Yes, I I apologize for this. Ms. Doris, and I appreciate your patience too. Okay? I'll just do a follow-up call later, okay, once you're you're done with Spectrum. All right. and let me verify your number again. It's 8177058167, right? Okay. All right, ma'am. So, yeah, just take notes of this ticket number. By the way, please take note. Okay, sure. Yes. Yes. So so you can
67:00
Speaker 1
[silence]
68:00
Speaker 2
Okay. Can you connect to the spectrum network? Okay. So once you're connected to it, once they have the given you the password, and once you're connected to spectrum, then try to go online wirelessly if you can. Because if not, then that has something to do with the modem. Because you should be able to go online wired and wirelessly with spectrum. The ticket number is L. C. That's L. Angel. 085135986. Yes, ma'am, that is correct. Okay. Thank you so much for your time, ma'am. This is Epi again from link. Okay, I'll talk to you later. Thank you again. Have a great night.
68:00