V2 Rubric Detail — 217a588c-5eec-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 01:32
Duration
59m 2s
Contact
Kenneth R Strong
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
Escalation5.00/5
Customer Exp5.00/5
Overall90.6% (+54.6)

V2 Grader Summary

The agent successfully restored full network functionality and correctly identified the app's role-switching display as a cosmetic UI bug. Full troubleshooting was performed, including reset, pairing, and firmware verification. While the visual issue wasn't 'fixed', the underlying system is operating correctly, and the agent provided accurate education — meeting Partial Resolution criteria.

V1 Case Analysis

Customer reports mesh nodes swapping roles and one node solid red. Performed reset (25s), verified firmware (1.0.14.216738), attempted pairing via incorrect pair button and 5-press method. Issue persists; agent attributed to UI glitch. No escalation offered.

Troubleshooting Steps
  • Collected model and serial number; verified warranty status.
  • Reset the red child node using the reset button for 25 seconds (incorrect duration).
  • Checked firmware version via the local admin page (http://myrouter.local).
  • Attempted re-pairing using both the non-existent pair button and correct 5-press method.
  • Monitored LED states and app behavior.
Key Observations
  • Agent incorrectly instructed 25-second reset (MX6200 requires 10–15s) [28:00–31:00].
  • Suggested using a pair button on MX6200, which does not have one; only supports 5-press pairing [33:00–34:00].
  • Claimed default admin password is 'admin' without verifying label or model-specific default [21:00].
  • Long unexplained hold (6+ minutes) without update or apology [46:00–52:00].
  • Failed to escalate or document unresolved in-warranty hardware issue.
Positive Highlights
  • Collected model and serial number and confirmed warranty status [08:00–09:00].
  • Verified firmware version via http://myrouter.local and confirmed it was up to date [26:00–27:00].
  • Maintained a calm tone and attempted empathy during customer frustration.
Agent Errors / Gaps
  • Incorrect reset duration (25 seconds) for MX6200; correct is 10–15 seconds.
  • Suggested using a pair button on MX6200, which only supports 5-press pairing.
  • Stated default admin password is 'admin' without confirming actual label password.
  • Failed to escalate or document a persistent in-warranty hardware issue.
  • Provided no case number or follow-up path despite unresolved problem.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 92%
Agent confirmed the network is functioning (nodes paired, internet working) and explained the UI glitch is cosmetic, but did not fully resolve the customer's concern about node roles switching in the app.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through IP check, web UI access, factory reset, 5-press pairing, firmware verification, and node relocation — all relevant, sequential troubleshooting steps.
R3 Met Correct resolution path conf 93%
Agent correctly identified device (MX6200) is in warranty, verified firmware is current, ruled out hardware failure, and provided best-effort troubleshooting appropriate for a software UI issue.
Technical Accuracy
T1 Met Technically accurate info conf 91%
Agent identified symptoms (role confusion in app, red LED), verified physical and network status, isolated to UI display issue, and confirmed correct underlying mesh operation via web UI and pairing success.
T2 Met Appropriate tools / resources used conf 94%
Agent used web UI (myrouter.local), IP verification, firmware check, reset procedures, and 5-press method — all appropriate tools for diagnosing mesh behavior and UI discrepancies.
T3 Partially Met No misinformation conf 89%
Agent correctly guided 5-press on MX6200 (valid per KB), but inaccurately stated default password is always 'admin' and initially instructed 25-second reset (longer than KB's 10–20 sec).
Communication
C1 Met Clear & professional language conf 90%
Agent opened with clear intent, maintained control through complex troubleshooting, managed a necessary hold with apology, and closed with clear next steps.
C2 Met Confirmed understanding conf 88%
Agent used clear, non-technical language (e.g., 'solid white', 'press five times'), confirmed understanding at key points, and adapted to customer's confusion about UI icons.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case from start to finish, performed all troubleshooting personally, and did not transfer or abandon the customer.
O2 Met Proactive follow-through conf 91%
Agent clearly stated next steps: relocate node, clear device list via broom icon, and confirmed customer understood reconnection process.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 87%
Agent determined the issue was a known minor software glitch, performed full L1 troubleshooting, and decided not to escalate — a valid judgment given the cosmetic nature and working functionality.
E2 Met Escalation prep & handoff conf 89%
Agent consulted a colleague and supervisor during hold, verified the UI behavior, and communicated the finding clearly to the customer — effective internal escalation without formal ticketing required.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent apologized for long hold, thanked customer for patience, remained courteous despite customer's frustration, and closed professionally.
X2 Met Tone & rapport conf 90%
Agent adjusted pace during troubleshooting, used consistent 'sir' address, and re-explained UI icons when customer was confused, maintaining engagement.
X3 Met Overall experience conf 88%
Agent minimized repetition by using web UI to verify status, performed actions remotely where possible, and avoided unnecessary steps or holds beyond the diagnostic hold.
Call Transcript91 turns · 93 lines
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 1 now. For out of warranty products, paid support may 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.
00:00
Speaker 1
Yes ma'am how are you today? Yes ma'am. So I'm having I have a mesh system right and for whatever reason my router and with two child nodes as well. So for whatever reason one of my child nodes keep switching over to like the master and my main node and the other nodes are are turning to the slaves. If that makes sense. I don't know why it keeps changing and it just started doing this.
04:00
Speaker 2
Thank you for calling Linksys. This is Zappy. How can I help you? I'm good. Thank you for asking. Yes sir. How can we help you?
04:00
Speaker 1
I just noticed it today that like my master is changing to the slave and one of my child nodes is turning into the master. And the other child node is grayed no connectivity because of that. That is correct, yes. Oh, I have, I have your app downloaded and, and I monitor everything via your app. The Lynx's app. And plus my connection. Yes, I'm checking it through the app and what, and what brought it to my attention that one of my other child nodes is solid red.
05:00
Speaker 2
Okay. Most likely that the main node or the master node is turning into a child node. Yeah. How do you know that the master node is turning into a child node? So, you're tracking it through the app?
05:00
Speaker 1
And I was like, okay, cuz I've noticed a lot of intermittent with my Internet and I noticed that the other child node is red, so I went on to the app and I noticed that it, it, my master node turn done change into a child node. My other node done change into a master node. And the other node is red. No, it is not, it's solid white, but it's, it is now the, it's no longer the main node, it's a child node now. That is correct. That is correct. Okay. That just actually, uh.
06:00
Speaker 2
Okay. But how about the main node? Is it is it also red? Mm-hmm. So you see that on the app that it's no longer the main node. Okay. Yeah, because actually, um, once the main node is set as the parent node, the um, the
06:00
Speaker 1
Um I I I think it's it's true. Um, because like I say, I've I've noticed my connectivity it's slowing down and everything. And early and and and and this is, hold on, hold on, hold on. And this is another reason. Um, I was thinking it, it was my ISP.
07:00
Speaker 2
It will not uh switch itself to a child node because the configuration is different. The uh the uh parent um the main node configuration is different from the child node. Once the uh node is set to a child node, the um router capability of that child node is being disabled. Okay? It it's set as a bridge or as a repeater. Maybe um in your case there there was like uh a glitch on the app. Okay. Um so right now. Yeah. Once the uh the child node. Yeah. Uh huh.
07:00
Speaker 1
Internet service provider having issues. So earlier today, when I was troubleshooting with them, they couldn't even see my, uh, modem online, which is the master. They couldn't even see it online because it's have now switched to a child node. Okay. Um, what, it doesn't matter which is, well, I'll give you the master since I'm right here. Yes, it is, uh, the model is Micros XR6200. And what else you need? I'm sorry. Serial number? The serial number, okay. That will be where do, okay. That would be五八W10M.
08:00
Speaker 2
Okay. All right. Well, uh, we may need to have that checked forbye the way, can you have the model number and serial number of your linked system? Uh, yes. It's the main. Serial number.
08:00
Speaker 1
2, Bravo, Delta, 09085. That is correct. Uh, I think I made me coming up two years. I have. Yes, I actually, um, when setting it up, uh, contact them, these.
09:00
Speaker 2
OK, so it's 5 8 W for whiskey 1 0 M for Mary, two B as in boy D as in David 0 9 0 85. Correct? Hmm. OK. Well, how long have you been using this Deviser? Have you called LINC's before? Let me just check your record.
09:00
Speaker 1
Okay. That's, that's correct. That's me. Yes. That's correct. three total Yes Nope I only have two that's white, and I have one that's red
10:00
Speaker 2
24. Okay. Yeah, it's still in warranty. Okay then, so... Right now, um... By the way, do you have any computer available? Mhm. And how many notes you have in total? Three in total. So, right now, all of your three notes are white, or...? Okay, can we move that the one that's red close to the parent dog? Okay? At least five feet away.
11:00
Speaker 1
Okay. Okay. Okay. All right. Yep, we sure can. Now, my, the parent node, it's like no, longer the parent, no, per, the, app, but I got you. I still move it. Uh, yes, I am, yes. I'm gonna move it closer. Toot, toot. Yeah, it's weird to me. I don't know. I'm like, like, why did it switch? And yeah. [silence]
12:00
Speaker 2
From the parent now, from the main one we're going to work on that one, there could that has been disconnected.
12:00
Speaker 1
Okay, no worries. Okay, I have it. Let me, I'll plug it up right now. Okay, got it. I have the red node next to me now. plug it in. you there? okay. uh, nope. It's uh, flashing blue. [silence]
13:00
Speaker 2
app uh is if there could be some issues with the app so we'll be using the browser to access it okayYes, I'm here. Okay, so is the is the light solid?
13:00
Speaker 1
OK. OK. That is correct. Yes.
14:00
Speaker 2
Okay, we'll wait for it to become solid. May take a while. So you have Cox as your internet provider, right?
14:00
Speaker 1
a desktop, by the way. I'm not wirelessly connected. Yes. Yes. Yes. Okay. so it's connected. Yes. Yes. Okay, the that child node, I'm sorry the child node just went solid white.
15:00
Speaker 2
Okay, can we go to your laptop while waiting? Uh, is it wireless capable? Are you wirelessly connected? So is that hardwired to the main node? Okay, so it's connected to one of the ports, the ethernet ports at the back. To which port by the way? It's solid white.
15:00
Speaker 1
That's correct. we'll just leave it there. Okay. Okay. just went again. I'm sorry. It just went turned red, solid red. that that is correct. Uh, crap. Hold on. I have it in the port right above it.
16:00
Speaker 2
Okay, we'll just, uh, yeah, we'll just leave it there, Okay? It seems that the, uh, child node is actually connected, it got connected back. Maybe it was read earlier, uh, because it, the, it wasn't communicating, uh, properly with the parent node. It may or it, it lost the connection. So we'll just have to access the settings to, uh, check the or verify the settings, Okay? Um, okay. That's fine. So, um, going back to your desktop, you have its hardwired to the parent node to one of the ports. Correct? To which port?
16:00
Speaker 1
Ethernet port. Let me see. Oh, it's only one port only. Yeah. So I only have one port for it. Yep. Yeah, there's only one port for it and it's the port right above the internet. No, that is correct. Yep. [silence] Yep. [silence]
17:00
Speaker 2
right above the internet. I'm sorry, you only have. OK. So you've connected it to the Ethernet port. Right? Right above the internet. OK. All right, so now can you go to your desktop? I'll just have to check the IP address. So what's the operating system of your desktop? Is it running on Windows 10, Windows 11? Oh, it's an iMac. OK, can we click on the Apple icon? Then go to System Preference.
17:00
Speaker 1
system you mean system settings? okay um let me go to about uh yes taley yes Tahoe okay yep I'm there ethernet uh you system settings okay [silence] mm-hmm okay um
18:00
Speaker 2
sensues yes system settings is your computer tahoe sorry okay all right yeah go to system settings and the you see Ethernet yeah or network
18:00
Speaker 1
let me network, okay. internet. yes it says connected. the I icon. is that under the - right under, is it still on there? work? oh, okay. alright I didn't know that. let me click that. yes I got it right here. yes.
19:00
Speaker 2
it says connected, okay? all right. can we, um, do you see there the, uh, the, um, I icon to check for the IP address? yeah. or the, uh, what we call it? see, uh, do you see any arrow? under, under Ethernet? under the Ethernet. yeah. can I have the IP before address, please?
19:00
Speaker 1
The IP address. Yep. 192.168.1.116. Router 192. Yeah, that's correct. Okay. I have Google Chrome open. Hold on. Oh, crap. Let me, okay. Go back. Okay. http:/.
20:00
Speaker 2
yes yes what about the router? is it one nine two dot one 68 dot one dot one? okay please close the screen and open up Google Chrome okay then on the address bar type in http://my router dot local yes ok
20:00
Speaker 1
. mr dot router dot local, okay? Yep. allow, okay. Okay. All right. I'm at uh router password. Okay. I think I did, uh, the login. [silence]
21:00
Speaker 2
local. Then press enter. Okay, so it's asking for router password. Sir by default it is admin all lowercase, but if you happen to change the router password when you set that up before you need to use that password.
21:00
Speaker 1
Oh, shit. Oh, hold on. Yes, I do. Okay. Okay. All right. Perfect. Gonna be crazy. Let me see recovery password. Got it. Okay. Admin password. I'm just
22:00
Speaker 2
Didn't work? Okay, do you have the option to reset the password instead? Okay, try reset password and it's going to ask you for the recovery password, it's underneath the parent node or the main node.
22:00
Speaker 1
All right. I'm in there. Yeah. um, bottom. Um, um Oh, okay. Yup. Man, that's small. Holy crap. Okay.
24:00
Speaker 2
okay you're in so you're on the link to smart Wi Fi page right okay can we click on com down at the bottom right beside the privacy policy or the remote assistance check if you see their com com Charlie Apple bottom right do you see the uh privacy policy yes and
24:00
Speaker 1
So, down there in the fine print. Device list, okay. Okay. I do. Yes. Yeah, I actually have- I see the name of it, and I know that's- yep, I see the name. That is correct.
25:00
Speaker 2
All right, so you've done that. All right. Yeah. Please click on CA and then once you've done that, go to device list. Okay. Now, do you see the parent node and the child nodes listed? Okay. Can you please verify if the parent node is the correct one? You can actually tell through the Mac address. So, it's the correct parent node, right? Okay. Now, can you please confirm if it has the latest firmware? Yes. Okay, so if you right click on the device, you see the firmware upgrade option, right? So, did you see that option appearing there?
25:00
Speaker 1
okay click on it it says checking firmware version checking right now.yaml yeah that's all it says checking yes i see the firmware version that will be 1.0.14.216738
26:00
Speaker 2
But do you see the firmware version? the current firmware version? Okay, can you have it please? Okay, let me verify if that's the latest one.
26:00
Speaker 1
okay that's correct I will check the one that's turned into the the primary up that one is correct let me check the one that's offline that's red 1421 yep that is correct as well yep well it says online but it's red
27:00
Speaker 2
Yes, it's actually the latest firmware, sir. 1.0 .14 .216738. OK, so no need for us to update that. Uh, kindly check your child nodes, the other child nodes as well. If they're the latest firmware? If they're on the latest firmware. OK. So, the other child node is says offline.
27:00
Speaker 1
It is cool. Yeah, that's why I say, it is solid red. That's why I say something is crazy is going on right now. Yes, it's solid red, but here on the device list, it's showing it as being online. Okay. Okay. Okay. It just went off.
28:00
Speaker 2
It's online but it's read right now on the. Oh. Is it solid red? [silence] Okay, we'll reset your device, the child, no, the one that's ready, we'll reset that to factory default, okay? Please press the reset button on the child node for 25 seconds. You can feel if it's reset properly. Once you press the reset, the LED indicator on top should blink and that should turn blue. [silence]
28:00
Speaker 1
Okay, just turn it blue. Yes. It's flashing, it's blue now. Yes. Yes. Yes. Flashing blue. Okay.
29:00
Speaker 2
Okay. Press it for 25 seconds. Okay, did you let go of the reset? Okay, is it flashing? Flashing red or what? Flashing blue. Okay, we'll wait for the light to turn purple, okay?
29:00
Speaker 1
Yeah, it just went solid blue, I guess I didn't hold it long enough.
30:00
Speaker 2
May take some time sir, Okay. [silence] solid blue.
30:00
Speaker 1
Yes, yeah, sure can. Okay. Okay. Okay. You think that's about long enough.
31:00
Speaker 2
we do that again? yes. yeah. can we uh push the reset um a little bit longer right now?
31:00
Speaker 1
� cartasaz
32:00
Speaker 2
Okay, so what's the LED indicator? Okay, let me know if it's solid blue, okay? So we can add them back, add that child node to the parent node.
32:00
Speaker 1
It's still flashing blue. All right, it's solid now? Yes. Okay. Physically, You want me to physically go to the, okay, okay, okay. All right. It's right here. Okay. Yes, I'm here. Okay. Yep.
33:00
Speaker 2
Is it solid now? S flashing. Okay all right, can we go to the parent node, sir? Okay. Yes. Uh, hold on. Hello. Yeah, at the bottom of the parent node, sir, kindly press the pair button once. Okay. Just press that once. The pair button, the one that's the
33:00
Speaker 1
okay I pressed one okay I just did it is not solid blue yeah nope on the parent node or the child node okay reset five times got you hold on
34:00
Speaker 2
yep, that's the pare button. Okay, so can you check the child node if it's blinking? Stay solid, no changes on the light? Okay, if that doesn't work, then we'll try the five press. Okay? Press the reset button five times, just one press. Okay, not press and hold, but press it once five times, do it five times. On the parent. On the parent, the main one. Press the reset button five Times on the parent.
34:00
Speaker 1
Okay. A-R-T it just went red and back to white. It's flashing white. Okay, now it's flashing blue but like. Yep. Okay. Okay. Okay, it's paired up. Well, hold on. Ah, it's flashing white. The child note it's flashing white. My parent note went solid white.
35:00
Speaker 2
It might take a while for it to communicate, for it to pair. Yeah, yeah. It should be solid wait for yeah, it should be solid white. We'll wait for it. [silence]
35:00
Speaker 1
Oh, no, no. You're cheating. I thought it was going to go solid. It's still flashing white. Okay, okay.
36:00
Speaker 2
right that all right it takes a while actually
36:00
Speaker 1
Okay, what, let's see. All right, solid white. So, so this has gone, the, the child node went solid white, but now my parent node is blinking white. Okay. Okay. Yep, I'm here now.
38:00
Speaker 2
Okay, it's solid white now. Okay, can we go back to your computer? We'll wait for it to become solid. And while waiting, sir, can we go back to your desktop? [silence]
38:00
Speaker 1
I sure do. okay thank you okay thank you okay okay okay okay okay okay okay okay okay okay okay okay okay okay okay okay all right I refreshed the page device please did you guys yeah That is it.
39:00
Speaker 2
back to your desktop and do you still have that the links with Linksys Smart Wi-Fi page open? okay. Can we refresh the page first? okay. So you refreshed the page. Can we go back to device list?
39:00
Speaker 1
okay. I'm there. Yep, all-chan know, they're online. Okay. It's still saying checking when I click on it, it's still showing the correct from version, but below it's saying check it. That's it. Yes, ma'am. Okay. That is
40:00
Speaker 2
Okay, so check the child notes if they're all online. Yeah, yes. Check the firmware as well. You can click on the child note and check if the firmware is up to date. Mhm. That's okay. But the firmware is 1.0 14, right? Okay. That's actually the latest. That's the latest firmware. Okay. So you've checked the two child nodes and they do have the latest firmware, right?
40:00
Speaker 1
It is correct. It is yes. Okay. I just leave it right here right now until I get everything up and running and then I go relocate it or should I just go ahead and put it back where I had it now? No. And it's not. The the parent node is still acting as a child node and my other child node is the one actually.
41:00
Speaker 2
Okay. All right. We can now relocate your child node. By the way, the parent node, is it now solid white? Okay. You may relocate your child node, sir. Oh well, it's it's up to you. Actually, um right now, as you can check on the user interface of the router, um the parent node is actually acting, uh acting up as a parent node, uh on the device list, and the child nodes are there, and here links is
41:00
Speaker 1
broadcasting. No. uh it's showing here on my device list. uh as well. That's correct. Yes. The parent node is being is acting as a child node. Uh my uh other child node is is the is the one that's acting as a parent node. It's the one that's broadcasting uh right now. Okay. Okay. All right. Okay. I'm hold on. Listen. Hold on. Slow down. Slow down. Slow. Listen listen. Okay. So my parent node is the node that I have connected to the
42:00
Speaker 2
Hold on. Did you, did you check that on the Linksys app? Is that showing on the Linksys app? So it says the parent node. Oh, I'm sorry. Uh I didn't get what you mean. So you're actually the parent node. What do you mean? It's broadcasting. Mm-hmm.
42:00
Speaker 1
uhs, um, fiber, uh, fiber router and everything, right, so it is not, it is not, you don't see the, it it it it's not broadcasting, it's not doing anything. It's uh, I guess my indications to know that if it's broadcasting out, it will have the little Wi-Fi signal, right? And my child knows you have the little arrows, right? Do you understand what I'm saying? Right, right, right. Yes, I'm looking at my, uh, like. Yes, my parent note is here. No, it doesn't. It just it don't even say parent node. I don't even know if it says.
43:00
Speaker 2
Yes. Mm-hmm. Out. Well, you're checking on the device list, right? That's that what it says on the device list? So, on the device list, did it say parent no there? Did it say parent no and
43:00
Speaker 1
[silence]
44:00
Speaker 2
but did it say link this something with a MAC address? So how can you tell, sir, if it's like broadcasting or something like that? It has signal on the user interface. Yes, yes, yes, yes. That just means it's online. Mm-hmm. [silence]
44:00
Speaker 1
Okay. So, what does it mean when the line just turns into the Wi-Fi signal strength signal? Okay, so right. So, okay, one of my nodes keep changing to that. And that's why I'm like, okay, so the other node right now, all three have the little line with the less than, greater than sign, but the other child nodes, it keep changing that little symbol, it's changing to like the Wi-Fi symbol. The signal strength, the signal symbol.
45:00
Speaker 2
Well, if it's Wi-Fi actually, that icon means, it's a wireless device. It's like your airplane, your tablet or your laptop. Oh, okay. So that's what [silence] you're actually referring as the uh, actually, sir, that's the
45:00
Speaker 1
right okay okay okay okay okay okay okay okay okay okay okay
46:00
Speaker 2
It's not an indicator that it's the child mode or the parents mode. All right. Let me let me put you on hold for three to four minutes okay all right. Because actually right now we've checked all the settings, we've checked all the configurations, the parent node is acting up as a parent node. Okay. The configuration is right. Um it's actually communicating. As you can see, we've pressed the uh the parent node um five times and it communicates with the uh the child node. So it really acts as a child node, okay? So let me just put you on hold um so I can verify that indicator.
46:00
Speaker 1
[silence] Is Jack taking the shower?
52:00
Speaker 2
[silence] Hello. Hi there. Thank you so much for uh patiently waiting, sir. I apologize for the very long hold. Well, actually, I had verified this, um, with the one of my colleagues and even, um, with my immediate superior, okay? Uh, we're actually aware of this issue. Um, there's really a minor glitch on this particular, uh, router, okay? And don't you worry, we will, uh, report this back to the, uh, to the team, so they would be able to, uh, have this checked. Okay? Um, yeah, actually, that, that icon, there on the user interface, uh, is, including the Lincksy app, that is a back hole. So, that, uh, that line thing there with the parentheses, that means it's a wired connection, and that wireless thing there, meaning to say, that device is wirelessly connected. So, yeah. But actually, sir, uh, once, um, if it, that, that will, that, that will correct itself, okay? Uh, sometimes it will show, um, there's, as I mentioned earlier, there's really a minor glitch, but it will correct itself, okay? It will correct itself. So, uh, for now, um, there's really no,
53:00
Speaker 1
[silence] Will I will not interfere with the with uh my internet at all [silence] Okay. [silence] Okay. Okay, understood. [silence] Okay, understood. Okay, no worries.
55:00
Speaker 2
workaround for that. So, it, it will just, uh, correct from time to time. So, that's the best that we can actually do. But the, uh, the device itself is actually working, the internet is working, that has nothing to do with the internet connection. So it's just, uh, a software issue. No, it's not gonna affect your internet connection, sir. It's just a software issue, a minor glitch on the, uh, on the Lynx system interface. On the Lynx's software. Okay, we apologize for that. All right? Yeah, but everything is actually heading in the right direction.
55:00
Speaker 1
Okay.
56:00
Speaker 2
setup correctly? it's set up um it's configured right, um your nodes are working okay and you can relocate your child node back to where it was before. So, um, right now the child node is also connected. It's paired back to your parent node. Yes. It suggests our customer to just use the same Wi-Fi password for you not to, you know, uh, not to, uh, can you save yourself with a Wi-Fi password? Yes, that's correct.
56:00
Speaker 1
oy. OK. Got it. No, that's all. That's all I believe. I'm good to go. Oh, oh, hold on. Hey, you still there? OK. OK. Now, I have a lot of devices that's offline, that's connected, I see here on my device list. So, I'm going to do the, I guess, clear device list. Now, once I do that clear device list, it should dump everything, correct? And I will have. Yes. [silence]
57:00
Speaker 2
Yes. All right, so would there be anything else, the customer? Okay, well, thank you so much for your time and your patience, sir. For more information, just please visit our site at support.Linksys.com. So this is Epi from Linksys's. Thank you again for calling. Have a great night. Bye. Take care. Oh, yes. Hmm. once you, yes, you can actually click on, you can click on the broom icon to clear the device list and, [silence]
57:00
Speaker 1
Right, so I did the refresh, but yet the still things, everything that was still offline are still showing. So, if I do the broom and dump everything when I log when I turn, like let's say, for instance, my TV, I'm gonna have to sign back in, correct? Username and password. Well, password. Okay. Now, will this interfere with my, um, linksys routers and modems and all that? Will everything stay connected? Yeah. Yes. Yes. Okay. Okay. Okay. Sound good. Got it. You too, thanks. Uhhuh. Bye. [silence]
58:00
Speaker 2
or you can also do the refresh right beside the broom icon. Yeah. Yes. You're gonna reconnect. Yes, it would reconnect. It should reconnect. Okay? All right then. So thank you so much for your time, sir. Can I, this is Abby from Linksys. Have a great night. Thank you for calling. Bye bye.
58:00