V2 Rubric Detail — 21fc9ce6-8135-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 16:41
Duration
68m 6s
Contact
334-440-4475
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137492
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW0302B Reconfiguration
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 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
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation0.00/5
Customer Exp2.50/5
Overall55.1% (-0.9)

V2 Grader Summary

The agent achieved partial resolution by bringing two nodes online and configuring WiFi, demonstrating logical troubleshooting and persistence. However, T3 is Not Met due to undocumented procedures and incorrect LED state references. The call suffered from fragmented communication and incomplete escalation judgment, but avoided critical failures like abandonment or discourtesy. Resolution was incomplete as one node remained non-functional.

V1 Case Analysis

Customer reported solid red LED on WHW03 parent node and unable to add child nodes after gateway replacement. Agent performed resets, non-standard router recovery procedure, and incorrect 5-press pairing guidance. New parent node came online with internet (410 Mbps), but one child node remained solid red. Advised possible hardware fault and sent follow-up email with setup instructions.

Troubleshooting Steps
  • Collected model and serial number (WHW03, 20J10C6B724)
  • Performed 15-second reset on parent node
  • Guided customer through incorrect 5-press pairing on parent node
  • Instructed non-standard 'router recovery reset' involving multiple power cycles
  • Connected laptop to default VelopSetup Wi-Fi, accessed UI at myrouter.local, ran speed test (410 Mbps)
  • Reset child nodes (15-second reset) and attempted pairing via web UI and reset button
Key Observations
  • Agent failed to verify internet connectivity at the ISP modem before troubleshooting the mesh (Step 2 of Velop troubleshooting)
  • Provided non-standard 'router recovery reset' procedure not documented in KB
  • Incorrectly stated WHW03 is no longer receiving firmware updates (contradicts KB documentation)
  • Failed to follow proper LED interpretation: solid red on WHW03 indicates error requiring WAN/ISP/hardware check, not repeated resets
  • Incorrect pairing guidance: attempted 5-press on WHW03 parent node, which does not support 5-press for pairing; should use Pair button or web UI
  • Did not confirm warranty status despite serial lookup attempt; incorrectly implied WHW03 is out of support
  • Communication was fragmented with long silences and minimal empathy
Positive Highlights
  • Collected serial number and model information
  • Successfully got a new parent node online and confirmed internet speed (410 Mbps)
  • Guided customer to access router UI at myrouter.local and change Wi-Fi SSID/password
  • Provided follow-up email with setup instructions for customer self-help
Agent Errors / Gaps
  • Did not verify internet connectivity at the ISP modem (Step 2 of Velop troubleshooting per velop_wifi_connectivity.md)
  • Provided an undocumented 'router recovery reset' procedure involving multiple power cycles with specific timing — not in KB; risks device instability
  • Incorrectly stated WHW03 is no longer receiving firmware updates — contradicts universal_firmware_update.md, which confirms auto-update support
  • Failed to correctly interpret LED meanings for WHW03: solid red indicates error requiring WAN cable check, ISP verification, or hardware fault — not repeated resets (see velop_wifi_connectivity.md)
  • Incorrect pairing guidance: attempted 5-press on WHW03 parent node, which does not support 5-press for pairing; should use Pair button or web UI (see velop_child_node_setup.md)
  • Did not follow proper mesh node pairing flow: did not ensure child node was within 10 ft or in correct ready state (solid purple) before pairing attempts
  • Did not collect or confirm warranty status despite serial lookup attempt; incorrectly implied WHW03 is out of support, which affects RMA eligibility

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent resolved internet for two nodes and established working WiFi with customized bands, but one child node remained solid red and non-functional despite attempts.
R2 Met Diagnostic thoroughness conf 90%
Agent performed multiple resets (15s, 20s, 5-press), router recovery reset, verified IP config, attempted UI access via 192.168.1.1 and myrouter.local, tested speed, and confirmed connectivity on two nodes — all relevant steps for a failing node.
R3 Partially Met Correct resolution path conf 85%
Agent acknowledged the WHW03 is an older model with limited support but continued best-effort troubleshooting; did not prematurely dismiss due to age, though did not confirm warranty status or offer formal RMA path.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified solid red LED as primary symptom, asked about reset attempts, tested physical setup, verified network visibility, and systematically ruled out configuration issues through reset and re-pairing attempts.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used customer-provided IP and gateway data, directed browser access attempts, ran speed test via fast.com, and leveraged default SSID — but did not instruct test at modem or check firmware version in UI.
T3 Not Met No misinformation conf 95%
Agent provided an undocumented 'router recovery reset' (unplug/replug 4x) and incorrectly identified a 'solid green' LED as a working state for the WHW03, which contradicts KB guidelines (only solid blue/white are valid states).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained general direction through reset and setup steps but had fragmented flow with long silences, unclear transitions, and repeated prompts; call lacked strong framing or pacing.
C2 Partially Met Confirmed understanding conf 80%
Agent used some technical terms (IPv4, default gateway) but also explained actions like connecting to _velopsetup and changing WiFi names; confirmed understanding when customer struggled with password input, though overall tone remained procedural rather than empathetic.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed with the case throughout a 67-minute call, attempted numerous fixes including node replacement strategy, and did not transfer or abandon the customer.
O2 Partially Met Proactive follow-through conf 85%
Agent promised an email with setup instructions and confirmed completion of changes; while suggesting new hardware, still provided actionable steps and closed with follow-up expectation, but no firm timeline was set for email delivery.
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 90%
Issue likely required escalation (hardware fault on an old WHW03 with one non-responsive node), but agent never escalated despite partial resolution being insufficient for full customer needs.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, and none was clearly warranted given partial resolution achieved and agent’s continued ownership.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained patient through repeated failures and maintained polite tone without impatience or sarcasm, but did not explicitly acknowledge customer frustration or repeated effort on prior attempts.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted pacing slightly when customer struggled with password entry and UI navigation, though overall tone remained procedural rather than empathetic, with moments of customer confusion not fully addressed.
X3 Partially Met Overall experience conf 80%
Agent had customer perform multiple resets and device switches, but also streamlined access attempts and avoided unnecessary repetition of known information once resolved (e.g., after successful connection on new parent node).
Call Transcript117 turns · 125 lines
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 hi thank you for calling linksys technical support my name is Ellie how can I help you uh-huh okay so just to make sure if I got you correctly so you just finished setting up everything on uh gateway that was not working before
00:00
Speaker 1
a 음 our old gateway stopped working. So we got a new one and we finished shutting it up like yesterday. And got it to work. And so now we're trying to connect the Linksys to it, but it's not working. The gateway is with AT&T. Um, so do we also include the nodes or just the Okay. It's uh three child nodes and one parent. Uh, yes, I have the serial number as 20J10C6B724
01:00
Speaker 2
Okay. So, okay. And how many links is routers are we going to work on today? Uh huh. The parent and the child nodes. Okay. The core in total. Can you give me the model number and the serial number of the parent node?
01:00
Speaker 1
0, 684 and when you're ready I also have the model number. Okay. It's going to be WHW03. Uhm uh It's on right now. Uhm It's just this solid red light. Yes. That is correct.
02:00
Speaker 2
Ah. Yeah, yes. Ah yes, please. Okay, thank you so much. So, in order to troubleshoot this parent node, Did, um, is it on right now or did you just unplug it? Uh, what is the LED light coming from the parent? Solid red light. And there is a cable that's running from your gateway up until at the bottom of this router. And to make sure the other end of the ethernet cable, um, it should be at the top of the reset button.
02:00
Speaker 1
all right uh okay top of the reset okay so above the reset button okay let me put it in cuz it was in the other one so let me put it on that okay I did go ahead and move it I did try to reset it earlier but um we can try again because you know I may have did it wrong or something I think it was like 30 seconds
03:00
Speaker 2
yes, above the reset button. Okay. [noise] Because that's actually the most recommended position or location of the ethernet cord. ethernet cord. Okay. So did you reset this uh parent node already or not yet? oh, it's okay. Uh for how many seconds did you press and hold the reset button? oh, 30 seconds. Okay. Uh can you do it
03:00
Speaker 1
if you if you open now, it's just doing the blinking blue light, I think for when it's starting up, I'm going to
04:00
Speaker 2
again, like press and hold the reset button of this router but this time only for 15 seconds. [silence] so when you press and hold the reset button of the [silence] power did the LED light change? Okay. Okay. So yeah, let's just give it some time and while waiting let me just gather some information because I was trying to look up for any information using your phone number and the serial number and unfortunately I was not able to pull up anything. Can I have your first name and your last name?
04:00
Speaker 1
So, yeah. So actually, it's probably gonna be under my dad I can give you his phone number if you'd like. Okay. His phone number is gonna be 66048859. Um, SURE. His first name is gonna be Durward and that's gonna be spelled DURWARD and his last name is Jackson. Uh, yes. It should be due demand. So D E W D AM AND AT Gmail.com [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
05:00
Speaker 2
Oh yeah, absolutely. Okay. Thank you so much. Okay. Still no luck. Can you give me your dad's first name and your last name and his last name please? Okay. And can I also please have his active email address? [silence]
05:00
Speaker 1
Okay, it just finished and it's still the solid red light. yeah it just looks red red I think. Okay. Okay, five times in five seconds. Okay.
06:00
Speaker 2
Okay, perfect. Let me know if there is some changes on the LED light of this Linksys router. Like red red or not? Something like lighter than the red. Okay, how about with this one? Let's assume that this router is ready for setup. Okay. Uh can you press the reset button of this router for five times within five seconds. So press the reset button. Like yeah, press release, press release, do it for five times. [silence]
06:00
Speaker 1
OK. I did that. did, like was a lighter color red, but then it went right back to being the red that it was before. Yes. OK.
07:00
Speaker 2
So, did the LED light respond? mm-HMM, okay. Like it did says solid red. Okay. Give me one.
07:00
Speaker 1
OK, let me check. OK. Here's what happened.
08:00
Speaker 2
Uh, by the way, ma'am, can you check from the Wi-Fi settings of your phone if you can see the default Wi-Fi name of this Whw03 router? That should be _ velupsetup0BE.
08:00
Speaker 1
OK, no, I do not see it. Hello, can you hear me? OK. Oh, go ahead. I'm.
09:00
Speaker 2
well I yes I can hear you so I a I a I'm sorry so you mentioned that you don't see the ___velope set up 0b 0b from one of from all of your available network right? So what we are going to do next here is that we are going to perform our Router recovery reset on this router, so, unplug, so this is the steps on how to perform it, okay? So unplug the power cord for two seconds, plug it back in, and then count for five seconds, and then unplug it again for two seconds, plug back the power again for five seconds. Now, repeat the process for four times. Yeah, unplug one two, replug one, two, three, four, five, unplug one, two. So do the same process for four times.
09:00
Speaker 1
Okay, I just did it a fourth time. It's blue again, like for the start up. I'm just waiting to see if it'll change.
11:00
Speaker 2
Okay, now did the LED light change? Did it turn some to something inside from red? Mm-hmm.
11:00
Speaker 1
Okay? I'll let you know. Okay, it just changed to red again.
12:00
Speaker 2
So concentrate on some changes, okay? So what's the little light behavior after some moment?
12:00
Speaker 1
the LED light for the arm, LED light, good, from red, good, okay
13:00
Speaker 2
Um, okay, uh, is it a blinking red or a steady red light? Okay. Okay, uh, what I want you to do next is to reset it again, but for this time do it for 20 seconds. So press and hold the reset button of this router for 20 seconds. Do not let go of the reset button if it's not yet 20 seconds, okay? [silence]
13:00
Speaker 1
And it changes right now, which has the startup light again. Okay, it's still doing the blue blinking light. So still waiting for it to change. Okay, did you turn to the solid red color again?
14:00
Speaker 2
okay. Let's work it. Okay.
15:00
Speaker 1
Okay. Okay. Okay, yes, I do see it. Yeah. Okay, let me go grab it real quick.
16:00
Speaker 2
But uh okay so right now we've done performing the router recovery reset and then uh resetting this one. And uh by the way they uh can you now see the default wi-fi name of your uh Lynsis router? It should be underscore velupsetup 0 BE. Okay. You can now see it. Do you have a laptop that that we can use for this one?
16:00
Speaker 1
Okay. Have the laptop. I'm just turning it on right now.[silence] Okay. I have it on. Okay. Did. Oh, no sorry. Go ahead. Okay. Wait. [silence] Wait.
17:00
Speaker 2
Um, Ken. And so what I want you to do next, Next is to connect this laptop to the underscore bellow setup 0B.
18:00
Speaker 1
okay it's connected yes all right okay all right dot one dot one okay
19:00
Speaker 2
Okay, it's connected and does it show no internet? Okay, uh, can you please open a browser? Mhm. And then try putting in on the URL bar or on the address bar, type in 192.168.1.1. Yeah, so to make sure that's 192.168.1.1.
19:00
Speaker 1
Yes, it is. Okay. Okay. Okay, it did. Okay, and is is all lower case? [silence] Okay, then you said it was IP. Okay. I'm going to press enter. Open. Okay, yeah. So the IPV4, huh? Okay, there's somewhere that it's showing as IPv6 address. Uh, oh, okay. See right under there. Okay, I got the IP V4 address.
21:00
Speaker 2
Yeah, all lowercase. ipconfig india peter, charlie, oscar, november foxtrot, india george. [silence] And then just press enter. [silence] So there's a lot of information that will appear. [silence] I believe so. [silence] And then I want you to look for IPv4 address. [silence]
22:00
Speaker 1
It's 10.142.1.106. Oh, yep, 142.1.106. Yep. Yes, yes, I can go ahead and read that to you. Okay, it's going to be all lowercase F as in foxtrot.
23:00
Speaker 2
Could you give me the IPv4 address, please? 10 [silence] . 10.142.1.106. Now, can you look for the default gateway? Uh, yes, please.
23:00
Speaker 1
as in Echo, 80, um, and then did you need the, the colon, 2, cause it shows two colons in between that, or just the [silence] right, yes. Uh, yep, it's showing letters and numbers, there's some more as well, but it has like colons in between each. So I wasn't sure if he needed that too. Uh, let me double check. Yeah. Default gateway you said? Mmm, yep. Um, I mean, I can give you the whole thing, but it is showing letters and numbers. Um, me and.
24:00
Speaker 2
So this is under the default gateway. It's not showing numbers, but instead, it's showing this one, F E 80. Okay. Oh, okay. Yes, default gateway. It's not under the link local IPV4 address, right.
24:00
Speaker 1
Mm hmm. Yep. Right. Uh, okay. Maybe. Okay. There's another, for some reason there's a line right under it. Okay. So I see another number. Maybe it's this one. Um, so 10.142.1.1? Okay. Okay. Okay. Um, back up.
25:00
Speaker 2
Can you make sure like it's IPv4 address, subnet mask. And then the third one, there will be the default gateway? Aya? Aya, we can try this one. Can we go back to your browser but do not close the Command Prompt? Uh-huh. Okay, so on the address bar or on the URL bar, can you type in 10.142.?
25:00
Speaker 1
Okay. Okay. Okay. It looks like it tried to bring me to a some type of page, but it's just blinking. It's like blue and gray, and it it's just blinking. Um I Okay, I can try again. Yeah, right now it's just a flashing page. Um Okay. Okay.
26:00
Speaker 2
that one, that one. So that's 11:0.142.1.1. and then just press enter. So let me know if you are on the page where it says something, like, you know, some warnings,
26:00
Speaker 1
Okay. So, I tried it again. It is still...
27:00
Speaker 2
And and by the way, while you are actually trying that one, just I just also really want to give you a heads up regarding this routers. So this routers is already one of our not just too old routers, but this router is no longer receiving any updates from links directly. So you might really, or we might really going to have a problem regarding with this, since this router are actually considered as old routers. Just to set up proper expectation on this, but still we can absolutely exhaust every possible troubleshooting that we can perform on this router of course. And is there, so did you try it again?
27:00
Speaker 1
showing me the same flashing page. Like it won't load. Um yeah. There's nothing on the page, it's just, yeah. Okay. Okay. All right. My router. That cool. Okay. Okay, it uh it brought up the same thing uh
28:00
Speaker 2
Okay. Uh, how about with this one instead? Still on the URL bar, type in h, yeah, HTTP, uh, colon, forward slash forward slash my, router-dot local. Dot local. So, that should be HTTP colon, forward slash, forward slash, my-router, dot local.
28:00
Speaker 1
It just looks for like, for some reason it's not fully loading. It's just a flashing page. Yeah, I did the same thing. [silence] [silence] okay, and you wanted me to do all this while being connected to the [silence] router Wi-Fi, is that right? Okay, just [silence] wanna make sure. [silence] [silence] okay, yep. It's just, it's showing the same page, just it's like a flashing page. [silence] [silence] um, did you [silence] maybe want me to like [silence] try different device or? [silence]
29:00
Speaker 2
Yes. uh yes we can we can absolutely try using another device.
29:00
Speaker 1
Okay. Okay. And then did you want me to unplug the parent node? Yeah.
30:00
Speaker 2
Yes, please. Unplug it, like turn it off.
30:00
Speaker 1
Okay, I just plugged in the child node. [silence] And I'm just waiting for it to start up. [silence] Okay, it is uh still doing uh the startup process.
31:00
Speaker 2
OK. [silence] OK, uh let me know, what is the LED status of the new or this one child node that we are going to make as a parent?
31:00
Speaker 1
Oh, what up? oj's blinking blue right now. Okay. Uh, it's red, but it's blinking red. Okay. 50 seconds, okay. [silence] Okay. [silence] [silence] So, okay. Okay. [silence] Oh, and I'm sorry. [silence] Did you want me to, uh, plug in the, uh, Ethernet cable into the child node? I did not do that. Okay. [silence]
32:00
Speaker 2
okay okay can you reset this child node for 15 seconds yeah 15 seconds so press and hold the reset button of this child node for 15 seconds oh yeah yeah you can do it now [silence]
32:00
Speaker 1
okay okay it is still doing the blinking blue light for startup [silence]
33:00
Speaker 2
and it should be on the top of the reset button, okay? and okay. so, since you're done, I mean, you just finished resetting this router so what is the led light coming from it? hmm, okay
33:00
Speaker 1
um five times, okay. um Okay.
34:00
Speaker 2
um, yeah, that should be, like, solid purple, which means it's ready for setup. Okay, solid red light. Now, can you press and hold, I mean, press the reset button of this child node for five times? Mm-hmm. Same as what you did earlier to the parent. So, press-release, press-release. Do it for five times.
34:00
Speaker 1
Okay. um, yep, it's still showing the solid red light. It um, like the- it blinked and then it it went right back to being red. Uh, yes. Oh, it just turned to a blinking yellow or orange color. Okay.
35:00
Speaker 2
Oh, Oh, But it's not even it's not even responding to the five. Press. M. Okay. I Can you reconnect the laptop, I mean, can you connect the laptop to the network of this child node? Okay. Okay. Yeah, let's wait for it. Let's see if uh this child node will respond or will do something. Yeah, we're trying to connect the laptop to the asio network to trigger a response from the child node. Are you able to help or confirm if it's connected?
35:00
Speaker 1
okay, it's just so beautiful thing right now, yes, okay, it, uh, it just changed green, okay,
36:00
Speaker 2
[silence] is it still blinking? [silence] Okay. Now we have a something. So the just leave the previous parent node off. Might be that one is actually kind of faulty. So how many remaining links routers
36:00
Speaker 1
three okay I yeah they're not too far I have them like right behind me so they're not too far okay okay uh it's just I mean it's just two nodes I did just go ahead and turn them on there two remaining the size this one okay I did and then
37:00
Speaker 2
lithium lights. Okay. Three to five feet away from the stairs. Uh huh. Uh oh. Okay. Two remaining child knows. Yeah. Can you do me a favor and turn on the two. Yeah. Can you? What's the problem? I? Okay. It's not there. Okay. Oh that's it. Okay.
37:00
Speaker 1
They're just blinking right now. Let me see. Yup. They're just blinking blue for, uh, startup. 15 seconds. Okay. Okay. They're both reset and they're just, um, blinking blue for startup right now.
38:00
Speaker 2
Okay. Can you reset this two child node one at a time for 15 seconds? For my ball. Yeah. For that one. Okay. So while waiting for them, can we go back to your laptop? And connect the laptop to the new parents node network. Okay.
38:00
Speaker 1
[ silence ]
40:00
Speaker 2
So let me know once the laptop is connected to the new parent node network
40:00
Speaker 1
Okay, uh, I can try it again, but for some reason, it just said, can't connect to this network. Um, I think I got one AA. Yes, it is still green. Uh, yes, it looks like it's underscore VELOP setup one A.
41:00
Speaker 2
But the new parent node is still in green. So, and the way to make sure that we put in the right password and finally, we're trying to connect on the right network. So, can you turn it upside down and see what is the SS ID or the network name of your new parent node. 1A. Yeah. So, please connect the laptop to this network.
41:00
Speaker 1
Okay, let me try again.
42:00
Speaker 2
re-enter or reinput the right password. [silence] Thank you, you guys. Thank y
42:00
Speaker 1
Uh nope, I'm still having an issue. I, I entered the same password, but it is not working. Okay, let me try, yes, so I can do that.
43:00
Speaker 2
OK, so, is, the laptop already connected, or, can you, um, can you try connecting a different device?
43:00
Speaker 1
Okay, I'm just uh trying to put in that password again. Okay, it's just loading. they okay they turned okay one is red the other looks like it's like a lighter red like maybe um I don't know if it's supposed to be like purple but it's just a light red and then one is just like solid red um neither of them are blinking okay sometimes on the parent node okay done okay I did that I'm just waiting for so sorry what yes that's what happened was it on still yeah it was on uh I just realized that the chord's not gonna be work all right I got it cool so I got it plugged in on the printer yeah okay I'm ready for the next instruction all right so the the on the normal printer the I think both of them were blinking
44:00
Speaker 2
Okay, so how is everything? The two other child node, are they still blinking or? Okay, so can you press the reset button of the parent node, like for five times?
45:00
Speaker 1
okay, it's uh blinking uh orange light or yellow light again. On the parent node, it's a blinking like orange, yellow, okay, it's green now on the parent node. Um, and the node that was purple looks like it's blinking right now. Yes, ma'am. uh, it should be. Okay. Okay, it's still blinking right now. [silence]
46:00
Speaker 2
like one of them.
46:00
Speaker 1
All right. So we're at the bottom. Okay, it is, uh, it's still blinking. [silence] Okay, it is, uh, it's still blinking. [silence] So it's a red blinking light. alcohol No, just the one that looks like it was like purple or something. That one is blinking red. The other one is just still solid red. Right. It didn't respond at all. Okay.
47:00
Speaker 2
Okay, it's still blinking. Like both of them. Like, it is not responding. How about you try reconnecting the laptop while we are waiting for the other router to be added.
48:00
Speaker 1
Oh. Okay, I'm just waiting for it to load. [silence] Okay, it's still just uh loading. It just says verifying internet connection. [silence] Uh, okay. my phone. Uh, um. okay. Let's see. it looks like
49:00
Speaker 2
Okay. How about the other devices? How about your phone? Try to connect your phone to the underscore valve. You're on your phone. Okay. How about the child nodes, ma'am?
50:00
Speaker 1
Uh, one of them converted in. It looks like it's, like, a teal color? It's just, like, a solid teal color. Yeah. The other one is still solid red. Five times. Okay. Okay, I did that.
51:00
Speaker 2
It's a teal green. Yeah, so it's a teal green and then the other one. Okay, can you press the reset button again of the of the new parent node for five times? So we have the new parent node as a solid green and then one child node that is solid
51:00
Speaker 1
It's not working. I'm trying to see if I'm doing a wrong password. It's like the last letter looks like it could be an I or capital I or like a one. So I'm just trying it both ways to see. um and L okay. Let me try that.
52:00
Speaker 2
Green and then we only have one remaining child node that is not yet uh being added back to the network, right? Now we just need to make. Oh. Maybe this child node is also faulty same as the old one. I mean the old parent, uh node. But before we conclude to that one, um, um can you confirm if you were able to connect to the new parent node's network? Maybe it's an L.
52:00
Speaker 1
What, would make sense? back to. Okay. Yep. that was it. Okay. Yep. Yes, it is. Yep. [silence]
53:00
Speaker 2
yeah, you can absolutely try it. It's an L. Okay. So the phone is connected, I presume. Okay. Can you also connect the laptop?
53:00
Speaker 1
okay, it's just loading. [silence] okay. it's connected. [silence] okay. [silence] okay. and then how do I do that? Just uh, go to my browser? okay. alright. [silence] okay.
54:00
Speaker 2
Okay, can you try running a speed test from the laptop? [silence] I just open a browser. [silence] Yeah, open a browser. [silence] And then on the URL bar, type in fas.com. [silence] That's F-A-S-T.com. [silence]
54:00
Speaker 1
OK. It shows internet speed is four hundred and ten. mPS. Uh, yes, four hundred and ten. Yeah. Yes. Um, yeah, I guess so. OK.
55:00
Speaker 2
the go button. okay. so 410 mbps. so the internet is good. it's running. Now do you want to customize the wifi name. okay. please open a new tab. and then on the new tab type in http:// slash
55:00
Speaker 1
All right. My router.local. Okay. Okay. Um, hold on. Okay. Uh, I thought I put it in the URL, but it just brought me to a Google page. Um, Let me, try it again. yes, actually, hold on. Uh, did I not? Let me try one more time. I think I may have missed something.
56:00
Speaker 2
my router.local and then just press enter. [silence] um Aye, can we go back to the command prompt please of your laptop?
56:00
Speaker 1
Okay. Yeah, I think I'm. Okay. Okay. I got it. It brought me to a page to sign in and then access the lab. And then I asked for the Web top. Yes. Okay. Okay. Yup.
57:00
Speaker 2
so so eight that's http colon forward slash forward slash my router dot local oh okay so accessvelop it's asking for a router password right okay use the word admin A D M I N all lowercase so let me know once you're already on the page where you can see the links smart Wi-Fi tools [silence]
57:00
Speaker 1
It has a list of smart Wi-Fi tools, router settings. yeah. Okay. Okay, I do see that. I see three. [silence]
58:00
Speaker 2
Okay. That's perfect. So this new parent node is really is working. And like the previous one. So, uh please look for the Wi-Fi settings. That's under router settings. So how many bandwidth? Yeah, so now how many bandwidths can you see? Okay, so that's the Wi-Fi, I mean, the 2.4 and then the 2. um 5 GHz one, and then 5 GHz two. So, how about uh you change the network name? But if you wanna only show one network name or this three bandwidth.
58:00
Speaker 1
[KEEP_UNCERTAIN] Okay, uh, we can just do, I guess, the same, uh, for all the first options, I think should be fine. Um Yeah, or do you have a suggestion or? Uh, cause I'm not sure how it was set up before, uh, my dad. Uh, yes, we do. [silence]
59:00
Speaker 2
Will share the same wifi name and password. You can actually do it, so that it will only show one network, but if you want to separate the 5 gigahertz to the 2.4, then you can also do it. Now, for the all three of them. Ah, yeah. But, ah. It's okay. So, do you have some, I mean, do you, you're, I mean, do you have any security cameras? Okay, because that's the, because that security cameras might only be capable on connecting to the 2.4. So it's much better to separate it. Because there are some security cameras.
59:00
Speaker 1
Okay I'm changing the 2.4 right now.
60:00
Speaker 2
cameras that are really not capable on connecting to the 5 gigahertz band. So just to be safe and you're not to encounter any issue, uh, it's much more better to separate it. So just uh, just leave the 5 gigahertz band one and two to have the same Wi-Fi name and password. But for the 2.4, it's much better to you know, separate it if you have some devices that are only capable for the 2.4.
60:00
Speaker 1
Ma'am? Uh, no, I didn't. Okay. Uh, Okay. I changed it. 270.8 Okay, just making sure everything looks right. Okay. All right. Okay, and I think I'll just five gigahertz the same for now. Um, Am I able to change it later on if I want to?
61:00
Speaker 2
Mm hmm. uh don't forget to take a picture of it just to make sure that you do have a copy uh-huh and then once
61:00
Speaker 1
oh yeah you can send it his email that'd be fine oh wait apply okay and it says you're updating okay yep okay and it's just saying your router is applying changes
62:00
Speaker 2
ah yes of course so um I 'll be sending you the link on how you can access this one as soon as you get there password on how you can get into this uh page I can send it to you via email or to or to the email of your daughter I can send it okay so yeah uh once you are already satisfied with the wi-fi name and the password that you set up uh don't forget to hit and apply mhm so after this changes might be your phone and your laptop will gonna be disconnected you know just to give you a
62:00
Speaker 1
[KEEP_UNCERTAIN] Okay. All right. It looks like it updated or changed. Yes. It looks like it's a it looks. Yeah, I can. It uh uh, no no, it's still solid. Red. It hasn't done anything. Uh, yes. Yep, it says V, underscore, Vell up set up.xml.
63:00
Speaker 2
hey you just mad some changes especially with the Wi-Fi name and password of your internet connection inside the house. And the laptop is still connected. Okay and then can you confirm if you can now see the 2.4 GHz band and the 5 GHz band from the laptop? Alright, that's perfect. How about the other child node? Can you see the default Wi-Fi name of this other child node?
63:00
Speaker 1
88. [silence] Uh, actually, I can see it on the laptop. Um, yep. Uh, 668. Um, yes.
64:00
Speaker 2
okay, can you see this from all of the available network on your, uh, maybe just on your phone? Oh. It's a there. Hmm, okay. Uh, can we do, alright. Can we do a router recovery reset on this child node, which has the name set up 668. So, uh, unplug, the power cord for 2 seconds and then plug it back in for 5 seconds and then unplug for 2 seconds and then repeat the process four times.
64:00
Speaker 1
Okay, I did it and it just has the blue blinking light for startup. [silence]
65:00
Speaker 2
OK, let's give it a minute or two. [silence]
65:00
Speaker 1
Oh, one second. OK, sorry about that. UH-OK. It it looks like it doesn't want to work. It's still a solid red light. Oh.
66:00
Speaker 2
on the previous parent node was faulty. Then we have a new parent right now and the other child node is working and we just really hope for the best on this last child node that it should be that it will respond to the router where Cover Reset that we just actually performed onto this router.
66:00
Speaker 1
Okay. Okay. Uh no that was all. Thank you very much for your help. I'm glad we were uh able to at least get two online. So that was um very helpful. Thank you.
67:00
Speaker 2
maybe those two routers are already faulty. And um maybe you might really need to consider getting another two more routers. That will absolutely work. So as of the moment, you have only two routers that are currently working as of the moment. And uh yeah, uh after this call, please expect a an email uh regarding with on where you can change the wifi name and password on the web user interface of your linksis routers. Okay? Okay, thank you so much. So would there be anything else that I can help you with? Yeah. You too. Thank you so much. Have a good one.
67:00