V2 Rubric Detail — 24d22f52-5fad-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 00:34
Duration
96m 23s
Contact
Angie Loor
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
Escalation4.00/5
Customer Exp1.79/5
Overall71.7% (+15.7)

V2 Grader Summary

The agent achieved a successful resolution by getting all nodes online through resets, 5-press, and app-based setup. However, key diagnostic steps were skipped — notably the direct modem test — and customer effort was high due to repetitive tasks. Escalation was appropriate but poorly timed and communicated. Despite technical accuracy, communication and experience suffered from poor pacing and missed empathy cues.

V1 Case Analysis

MX6200 mesh system with three nodes (one MX4200) had red LEDs; after multiple incorrect resets and app-based recovery, all nodes reached solid blue/white state. Customer confirmed functionality. Advised to monitor signal strength.

Troubleshooting Steps
  • Incorrectly guided 25-second factory reset on parent and child nodes.
  • Performed 5-press pairing on parent node.
  • Attempted web UI setup via myrouter.local with incorrect password guidance.
  • Repeated resets (30s, 40s) on child nodes.
  • Used Linksys app to add nodes after hardwired connection failed.
  • Confirmed final node status as solid blue/white.
Key Observations
  • Agent gave incorrect reset duration (25 seconds) for MX6200, contradicting KB (10-15 seconds).
  • Agent falsely stated default admin password is 'admin' for MX series, which is incorrect and unsafe per KB.
  • Agent repeatedly asked for a picture of router settings ([26:00], [27:00]) despite no need for visual verification.
  • Agent failed to verify internet connectivity before resets ([07:00]).
  • Agent suggested escalation to level-two ([81:00]) without documenting case or completing basic triage.
  • Customer expressed frustration at unprofessional behavior ([77:00]), which agent did not acknowledge.
  • Final resolution was achieved via app, not agent's procedural guidance, indicating process failure.
Positive Highlights
  • Correctly identified product model MX6200 early in the call ([05:00]).
  • Eventually used the Linksys app to successfully add nodes when web UI failed ([87:00]-[92:00]).
  • Confirmed final node status as solid blue/white before closing the call ([95:00]).
  • Persisted through a complex mesh issue and did not abandon the customer despite multiple setbacks.
Agent Errors / Gaps
  • Provided wrong reset time (25 seconds) instead of the KB-recommended 10-15 seconds for Velop ([15:00]).
  • Stated default admin password is 'admin' for MX series, which is factually incorrect and contradicts KB ([36:00]).
  • Repeatedly asked for a picture of the router settings, which was unnecessary and not standard procedure ([26:00], [27:00]).
  • Did not verify internet connectivity with ISP or direct modem connection before proceeding with resets ([07:00]).
  • Suggested escalation to level-two without documenting case details or updating HappyFox ([81:00]).
  • Failed to acknowledge customer frustration at [77:00], damaging rapport and professionalism.
  • Used inconsistent reset durations (25s, 30s, 40s) without justification, causing confusion.
  • Directed customer to `myrouter.local` for login when recovery requires app or specific steps per KB.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Agent confirms all nodes are configured and working: 'all of the nodes are now configured including the parent node' and customer relocates nodes without issue.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped the critical Step 1 from KB: testing internet directly at the modem via Ethernet to isolate ISP/modem issues before troubleshooting the router.
R3 Met Correct resolution path conf 93%
Agent pursued full troubleshooting path including resets, 5-press, app use, and wired backhaul attempt — only escalating after exhausting L1 options, consistent with best-effort OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified red LEDs and connectivity loss but failed to follow KB’s diagnostic sequence — notably never verified modem functionality by direct Ethernet test, a root cause exclusion step.
T2 Met Appropriate tools / resources used conf 96%
Agent appropriately used the Linksys app, web UI (myrouter.local), reset procedures, and 5-press method — all valid tools for mesh node pairing and configuration.
T3 Met No misinformation conf 97%
All technical instructions (25–40 sec reset, 5-press on parent, default admin password, myrouter.local) align with KBs; no materially incorrect guidance provided.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained control but had long unexplained silences (e.g., [76:00] hold without clear reason), repeated instructions, and failed to set initial expectations or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 89%
Agent used terms like 'CA route a setup' and 'VHC TV channel' (likely ASR artifacts) and gave inconsistent timing ('25 sec', '30 sec', '40 sec') causing confusion; did not simplify language despite customer frustration.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case end-to-end, performed extensive troubleshooting, and only escalated after multiple attempts — no unnecessary transfers or avoidance.
O2 Partially Met Proactive follow-through conf 88%
Agent gave step-by-step actions but provided vague timelines ('wait a few minutes', 'may take a while') and did not confirm follow-up timing after escalation.
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 95%
Escalation to L2 occurred after repeated failed pairing attempts of a child node — a valid trigger per KB for persistent hardware/software faults beyond L1 scope.
E2 Partially Met Escalation prep & handoff conf 90%
Agent informed customer of escalation and L2 involvement but did not specify timeline, next steps, or provide handoff details — missing key elements for effective escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent apologized ('I really do apologize') but failed to acknowledge the customer’s explicit complaint about unprofessionalism ('you look at me like I did... so unprofessional') — missed empathy opportunity.
X2 Partially Met Tone & rapport conf 87%
Agent continued scripted responses despite customer’s growing irritation and off-topic remarks (e.g., favorite color), failing to adapt tone or pace to de-escalate.
X3 Not Met Overall experience conf 96%
Customer was asked to perform redundant resets (multiple 30–40 sec holds), take pictures, find a laptop, reconnect Ethernet, and wait extended periods — avoidable effort not minimized.
Call Transcript134 turns · 150 lines
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] Your call has been [silence] Good evening. I'm trying to get my Linksys to work. It's not working. The red lights are on. We reset the modem and we reset the little nodes, but I can't get this to work. That's correct.
00:00
Speaker 2
thank you for calling Linksys this is Epi how can I help you [silence] Okay so right now your Linksys device is not working and I just pulled up your record sir uh this is Angie it's under it's under Angie Lohr is that correct okay and uh the the the email address is Angie.Lohr732 at gmail.com so you have an MX6200 router
04:00
Speaker 1
We've got three of them. Yes. We, we had one and we bought two more. That's right, they're all red. Right. Red. Yes.
05:00
Speaker 2
you have three. so the serial number that shows up on our system is the 5 8 w for whiskey 1 0 m for Mary the number 2 b for boy D for David 0 8 7 1 5 okay so but it shows here that you only have two nodes so right now you have three nodes in total right. oh I see okay okay so all of your nodes are not working even the main one? mm-hmm. they're all red?
05:00
Speaker 1
Yeah, we have no issues with the Internet. Oui, we did. Yes. Oui, we did.
06:00
Speaker 2
So, you have Spectrum as your internet provider. Did you verify with Spectrum if you have active internet connection with them? Before calling us. Mm-hmm. So, you did check like connecting your computer straight to the modem and verify if you have connection that way. Okay. All right. Yeah, I'm sorry. Okay. Hopefully, [silence] you may be seeking a prompt solution to this, I can actually email you or I can offer you the home networking setup guide, which includes series of step-by-step instructional videos from Linksys' YouTube channel. [silence]
06:00
Speaker 1
Yeah, the fastest way to do it. I mean, we're trying to watch a show tonight and, uh, you know, can't see the game now. Hold on. We did not. We just unplugged it and replugged it after, you know, 30 seconds or so. [silence]
07:00
Speaker 2
So, this will help you set up and optimize your home network. Would you like that? Or you want me to walk you through the process instead. Oh, yeah, because it's actually the first game, game one. All right, well, not a problem, sir. We'll just have to set this up then. So, let me verify your cable connection. By the way, did you reset the parent node, the main one, the factory default? Did you press the reset button? Hm. Okay. So, from the let me verify your cable connection from the Spectrum box, did you connect it to the internet port?
07:00
Speaker 1
There's a and there's a white cable going from the modem going to the the main node it's uh it's internet correct I do not have a laptop connected right now do you need one Okay let me let me find one okay I'll be back [silence]
08:00
Speaker 2
of this uh, main uh, of this parent node? Is it connected to the yellow port to the internet port? Yes, to which port? Where is it plugged in? To which port of the main node? Absolutely. So, that's plugged into the internet. Do you have a laptop connected? Uh, uh, can we, uh, use a laptop for the meantime sir? Just for us to check the setting. Okay, sure.
08:00
Speaker 1
Uh. T.T. all right. I'm going with your guys. I don't have a laptop. okay. You want to bring it. Do you want to speak to that? What kind of connection do you need a USB from the laptop going to the node?
09:00
Speaker 2
not USB, but Ethernet. Do you have an extra Ethernet cable so we can connect your laptop to the parent node? Cause there's an extra port on the uh, at the back of your parent node, so you can actually connect the laptop to that port.
10:00
Speaker 1
What are cable is this? [silence] Did you take this from back here? No, but this is on the bottom. Does Guten have this? Is it typical for a a laptop to have the ether net port? I don't see one. That's a uh uh there it's a Windows. I mean, I see USB connections, but let me check again. One second.
11:00
Speaker 2
Yes. [silence]
11:00
Speaker 1
I don't have this kind of course. I mean, we have the . [silence] Okay.
12:00
Speaker 2
You don't have the You don't have the port available, okay. If if that's not available, sir. It's all right. Okay, we can just configure this wirelessly. Okay. [silence] You don't have the Mm-hm. You don't have the port available, okay. If if that's not available, sir. It's all right. Okay, we can just configure this wirelessly, okay.
12:00
Speaker 1
I'm going to check now, but I don't think so, because the light's red. But I'm going to check. No. I I I see the name, but I can't uh I don't see it, um available. will connect. there. The the Wi-Fi is available. Showing it as a um now it's saying connect. Now now it
13:00
Speaker 2
Okay, so you don't see the wireless net, the wireless name that you set up or the wireless network. What do you mean? You see the name but not available.
13:00
Speaker 1
[silence] it's not connecting. This is no, no. This is no internet secured. Not connecting. It's not connecting. I see the name, this is Lord family, which is the name of our internet, uh but it does not let me connect to it.
14:00
Speaker 2
Okay, can we connect to it? That's not connecting. Okay, but it, it's connected. It's just that no internet, right? Okay, so it's not connected. Okay. We'll just have to reset this parent node.
14:00
Speaker 1
Okay. Uh-huh. That's the whole thing, I thought the light. There's a blue light now. It's blue now. Let it go. Yes, it is. Cool.
15:00
Speaker 2
At the red default, Inc. Now, try to look at the bottom of your parent node. Press and hold the reset button for 25 seconds, so you can actually tell if the if the device is reset. Once the LED indicator on top will blink and it turns blue, that should that should blink, turns off for a while. Just for 25 seconds. Press and hold it for 25 seconds. Okay. So, is it 25 seconds? Okay, you may let go.
15:00
Speaker 1
They're in different rooms of the house.
16:00
Speaker 2
Okay. We'll wait for it to become solid, and by the way, where are the other nodes right now? Can we gather them all in one place? Can we move them close to the parent nodes?
16:00
Speaker 1
Okay, all three are here now. Okay, see you want to see you want. Okay, so I'll I'll plug them all in. If they're not plugged.
17:00
Speaker 2
Okay. So kindly also perform a reset on the other two nodes, sir. Yes. Okay, but I can just do the same thing? Press and hold the reset button?
17:00
Speaker 1
Okay, they're all resetting. It's all the blue.
18:00
Speaker 2
Okay. Can you check the parent node lights, ER? Is it now solid? [silence] Solid blue. Okay?
18:00
Speaker 1
Okay. It can't be the closest one to the [silence] third one. The light's blinking red. Should I reset it again? [silence]
19:00
Speaker 2
wait for the others to. Turn solid blue, OK? [silence] No, it's OK. As long as it's blinking, we'll just wait for it to turn solid.
19:00
Speaker 1
[silence]
20:00
Speaker 2
Yes, that's the parent node. [silence] So they're all solid now?
20:00
Speaker 1
is it normal for number two and three to continue going red no one of them is an older one which is a bigger one I can tell you right now it's an MX 4200
21:00
Speaker 2
Yeah, it's still actually tying of so we'll wait for it to become solid. The other two notes. Do they have the same model with a MX? I mean, is it still a MX 6200 Okay. Okay, so it's still blinking or... On both nodes? Okay. We'll wait for one to... [silence] 1
21:00
Speaker 1
Oh. Should we reset them now, or are you still waiting? Correct.
23:00
Speaker 2
so it's not turning solid. It's still blinking.
23:00
Speaker 1
That's right. This one. Ask for more remarks. So what are you going to do to the main one? I'll do what you set, because I'm changing. Oh, this one. Please. This is the primary one. I just for clarification, for clarification for the second time, the main node is the one that's connected to the modem, correct?
24:00
Speaker 2
Okay. All right, so, um, yeah, let's just do a five press on the main node, okay? On the patent node, press the reset button five times. Okay, just press it once, do not press and hold, just press it once, five times. Okay, so it's like press, release, press, release, press, release. That's the main node, okay? That is correct.
24:00
Speaker 1
And you want me to press and release five times, right? The first, the reset, five times. So I pressed it five times. Okay,
25:00
Speaker 2
the one which is connected to your spectrum modem. Yes. Press it five times, just press it once. That would be the reset button. Yes, sir. Okay, so what happens after you press the reset, I mean, the refresh five times? Okay. Okay, so while waiting for that, sir, can you please take a picture of the settings underneath the parent node? Okay. So, there's Wi-Fi settings, the cable modem, the Ethernet adapter, Wi-Fi adapter, your [silence] the router. So, where the parent node is, okay? That's where it says right here live. Okay. Got it. Which one's the live? Okay, then I'll play this back to make sure that nothing pops up. Okay, so there's no pop-up message on the screen. Okay. So we're going to try the [silence] five screen press. So, hold on, sir. [silence] Oh, there's VHC TV channel, 7,7,7. You can unplug that, sir. You can unplug the cable modem and the router [silence] Okay. [silence] So, what's going on? Okay. So now we have light, but there's flicker. [silence] What? I'm just saying there [silence] We see the screen. but we do see the white screen. I'm at.
25:00
Speaker 1
OK, uh, OK, it's solid red now. That the one that uh, we reset is solid red. [silence] [silence] [silence] I did. Yes, I did. [silence] [silence] Yes.
27:00
Speaker 2
or details underneath the parent mode so kind of take it take a picture of that because we'll be needing it later on. Is that the parent mode? Okay. did you already take a picture of the settings? Okay. so right now it's sold red. Okay.
27:00
Speaker 1
30 seconds.
28:00
Speaker 2
Turn off your modem and the parent node, the Linksys parent node for 30 seconds. Okay, turn off the modem first and then the parent node. [silence] You know and then we plug it back in. [silence] Not yet. Spend more seconds. Okay, so can we plug in your modem first? Wait for the lights to stabilize before you plug in the parent node back, okay? So just make sure that all the lights are on on your modem, including the online light, okay?
28:00
Speaker 1
[silence] The modum is back on. The light is blue. [silence] It was solid and started blinking now.
31:00
Speaker 2
Turn the parent node on, okay? We'll wait for it. Is it blinking or solid?
31:00
Speaker 1
it's red now yes it is okay we have the laptop here
32:00
Speaker 2
Is it solid red? Okay. Can we go to your computer, sir? Yes. Your laptop. Then look for the Wi-Fi icon. Click on
32:00
Speaker 1
okay. excuse me. developed setup to that 209. that's right. okay. what's the password?
33:00
Speaker 2
Alright, now can you see the network on the parent node? The velop setup, V-E-L-O-P, since we just reset the device, it's not showing up. Can you please refresh it? Okay? What's the name of the network by the way? Alright. So, velop setup 209. Okay, please select that name and connect to it, sir. Alright. It's going to ask for the password. That's underneath the parent
33:00
Speaker 1
Okay. It says connected secured. Okay.
34:00
Speaker 2
No Idodea. I think you took a picture of that, so just copy the password from there. Okay. All right, good. Now, can we open Google Chrome?
34:00
Speaker 1
You're one second. After the backslash, backslash, Uh-huh. Your private. Your connection is not private.
35:00
Speaker 2
Okay, open Google Chrome and on the address bar type and http slash slash my router dot local. After slash, it should be myrouter.local. All right, um just go to advanced and continue. Or proceed.
35:00
Speaker 1
<start_of_audio> Okay. Yeah, we're putting the password in now. Admin. Okay. We already did it. We already put a password in. Now it's asking me to personalize it. It says personalize your Wi-Fi name and password.
36:00
Speaker 2
Okay, so yeah, by default, the router password is Admin, A-D-M-I-N. If that doesn't work, you may just click on Reset Password or Reset Router. Okay, so it's asking you to personalize it.
36:00
Speaker 1
yes. We're on the second page. Now it says, personalized your Wi- Fi name and password. Okay.
37:00
Speaker 2
I'm sorry, I lost you there. So when when you go to advanced and then proceed, so what are the options you have? Okay, so you may now change the name as well as the password?
37:00
Speaker 1
OK, it says, uh, enjoy your Wi-Fi to configure advanced settings, visit myrouter.info. Have more notes to add. Excuse me. OK. This is reconnect to your router's Wi-Fi to continue setup. Next. OK. OK. It's there. So do we hit, next to continue? [silence]
38:00
Speaker 2
Okay. So yep. Can we click on tap more nodes to add? Okay. All right. Click on the Wi-Fi icon again. Yeah. You need to go back to the Wi-Fi Icon, sir, and look for your network. The one that you just set up. Yes. And type in the password. Yes.
38:00
Speaker 1
It says plug mesh nodes into power within a few feet of the mesh router, the closer the better for this setup. yes. Okay, so it says my light is a different color because it's still red. Um, um, not on the main, the main one is white or like a lightish blue, but the other two are still blinking red. It says plug mesh notes into power within a few feet of the mesh router, the closer the better. um, waiting for the notes to finish. [silence]
39:00
Speaker 2
Yeah, Yeah, I think you've done that already so you have the the other node. connected. It's still red. So right now what what are the options on the screen?
39:00
Speaker 1
The setup is indicated by a solid blue light. And it says... It says my light is a different color. Okay, hit next anyway.
40:00
Speaker 2
Okay, just hit next. Yeah, hit next anyway. That's all right. We'll just have to go through the setup. And uh once we're done with the setup, uh we'll just have to access the uh configuration.
40:00
Speaker 1
this may take a few minutes waiting for uh node lights to change. it's searching for nodes
41:00
Speaker 2
Okay, so what is it saying now, sir? What are the lights that are lit on? [silence]
41:00
Speaker 1
They're blinking red, yes. The parent is like a light, uh, whitish-blue. [silence].
42:00
Speaker 2
they're red? they're blinking? okay. what about the parents? okay. it's still searching for nodes, sir. okay. can we, uh, open up a new, uh, tab on your laptop? and can we check if that computer is online? try to open any website.
42:00
Speaker 1
Yes, it is. Okay, it's here. It's asking me to sign in. It says Lynx's. access router. Okay. Okay. And sign in. The incorework password, let me try again.
45:00
Speaker 2
okay, it's online okay, very good all right, can we again go back to http:// / my router .local okay, what options you see there? it's asking for access router okay, can we try to put an admin all lower case admin [silence]
45:00
Speaker 1
No, it denied it twice. Yes. Okay, it's asking for the recovery key. Okay. Cool. Cool.
46:00
Speaker 2
Okay. Do you see reset password option? Okay, reset password, please. Okay. It's underneath the parent node.
46:00
Speaker 1
It's asking me to do a new admin password and hint.
47:00
Speaker 2
Okay, are you able to log in? Yes, you need to create a new password. That is actually the router password, sir. Okay? So, you have to take note of it. Because you need that, you will be needing that password um in the future. So, we now have the links to Linksys Smart Wi-Fi page open. All right, kindly look for CA down at the bottom right right beside privacy policy. Okay. Click on CA and can we click on device list? please okay are you able to see their list of I mean the child nodes or it's not connected?
47:00
Speaker 1
I only see the linksys uh 088-30 and then some other miscellaneous. I don't see I don't see the other two. Okay. Okay. connectivity okay okay
49:00
Speaker 2
if you go to device list what are the what are the options you see there? Okay, that could be the that slink service the thing there is the parent node all right just press OK on that and uh click on con activity and click on CA route a setup okay can you check again the child nodes sir? Thank [silence]
49:00
Speaker 1
They're red they're blinking red they're blinking red no okay how long okay I did one you want me to do the other one now or wait for this [silence]
50:00
Speaker 2
They're both solid red, blinking red. They're not turning solid. Can we do the reset again on those nodes? Press and hold the reset button for 30 seconds. Okay? Do it one at a time. [silence]
50:00
Speaker 1
Which one do you want to set up first? That's correct. 30 seconds. Okay. I did. and you want me to do the other one now? [silence]
51:00
Speaker 2
Okay, um, all right, so you did press it for, uh, 30 seconds, right? Or 40 seconds. Okay, yep, okay, you may let it go. The reset button. Yes, please.
51:00
Speaker 1
okay okay okay okay okay okay let's see if they they're blue right now but they're blinking [silence]
52:00
Speaker 2
Okay. So again, we'll wait for it to turn solid, sir. If it doesn't turn solid, we can try to unplug the power cord, wait for 30 seconds, then plug it back in.
52:00
Speaker 1
[silence] The second note is solid blue. is like a purple. It's solid. OK. OK. The communications. OK. OK. You want to click on that? Add wireless child notes. OK.
53:00
Speaker 2
Okay, that's a good thing. Is it solid? Okay. Okay, that's a good thing. All right. Can we um go to the uh setup page? Go back to your laptop. And you still have that CA router setup, right? Okay. Can we click on wireless nodes? Yes. Yes, wireless child nodes. Yes. Yes, sir.
54:00
Speaker 1
Yeah. Just wait for it to work. It's got on the, um, the main and the second one. They're both blinking white. The third one is blinking purple. Okay. Okay. No problem.
55:00
Speaker 2
Yeah, we'll wait for it to communicate, sir. So, is there any progress on the, light? Try to check the child nodes if it's blinking. Okay. Okay. Yep. Well, wait for it. Yeah, it may take a while for it to pair, sir. Sometimes it takes the three to four minutes before it's established the connection.
55:00
Speaker 1
I believe so. [silence] Yes. [silence] Yes, we do.
56:00
Speaker 2
You're still connected to your network on the laptop, right? Yep, okay. Yeah, cuz we you've already personalized the name, right? You've already changed the name. You made up a name. Yep, okay.
56:00
Speaker 1
It's blinking white. Yeah. Excuse me. All three of them are blinking. The first and the second one are Excuse me. White. The third one is blinking red.
57:00
Speaker 2
How's the parent node light? Is it still blinking? Yep. Okay, we'll wait for.
57:00
Speaker 1
Okay. Okay. No, it's white. And the second one is white as well. Yes. Okay. Let me see. Yes. Alright, out of those colors, what's your favorite and what's your least favorite? Having a favorite color or not? Your favorite? And blue or yellow.
58:00
Speaker 2
If it's actually blinking, it's still trying to connect. Still trying to establish. Unless it's solid, then we have to do something with that. What about the parent? Is it still blinking? [silence] So, okay. So, okay. So, okay. Solid white, right? [silence] Can we go back to your laptop? [silence] Please. Do you still have the page opened? The 'link to Linksys Smart Wi-Fi' page? [silence] Okay, please click apply and okay.
58:00
Speaker 1
[silence]
59:00
Speaker 2
and then go to device list. Do you see one of the child node there? Okay, good. So the other one is still trying, right? It's still blinking red? Okay.
59:00
Speaker 1
Yeah, the third one is still blinking red. Yes.
60:00
Speaker 2
It's still blinking red. motor cars so we'll wait for two more minutes
60:00
Speaker 1
[ silence ] again. Okay. [ silence ] It's got- it has multiple connections. Does it matter which one? Yes. It says internet or ethernet. Okay.
63:00
Speaker 2
It's still blinking red, sir? Okay, it seems that it's really having a hard time connecting. Would it be possible for us to connect that the child node to the parent node with an ethernet cable? Yeah. So [ silence ] multiple connections on the child node. It should be ethernet. So from port 2 or from the ethernet port of the parent node to.
63:00
Speaker 1
Okay. Okay. On. I connected them. Yes it is. On the bottom. Uhhhhhhhhhhh. Oh. when. Oh, shit. The bottom.
64:00
Speaker 2
Okay. All right. So is the light still [<speaker_onset_0.0>blinking [<speaker_onset_0.0>blinking [ silence]? Okay, can we perform a reset again on that one? So press the reset. Yep. Press the reset at the bottom of the child node for 40 s. [ silence]
64:00
Speaker 1
[silence] It's purple. It's solid purple. It's all in purple should I do anything? Yes. Yes it is.
66:00
Speaker 2
Okay. All right. So you have it connected. I mean, you reset the child node and right now the light is purple. Is it solid purple? Okay, that's good. Now, can we go back again to the link the smart Wi Fi page?
67:00
Speaker 1
Okay. K? K? Okay. Okay. Okay. All right. Right? It's a solid purple. Do I have to hit apply arrow K or no? No, it's not too bad.
68:00
Speaker 2
[silence]
68:00
Speaker 1
It says your master node is now configured. [silent.ui it's, it's, it's grayed out. [silence] Yes. [silence] No, it's not blinking. [silence] [silent] No changes yet.
69:00
Speaker 2
[silence] is there an option for you to click on add wire child node again or is it still grayed out now. And it's still solid purple, it's not blinking. Okay, try to click apply.
69:00
Speaker 1
No. Yes, it is. Okay. Okay. It's still grayed out. Yes. [silence]
70:00
Speaker 2
still not clickable.
70:00
Speaker 1
Do you want me press it five times? Is that right? Okay. All right. Done. It is not... Yes, it's blinking. No problem. [silence]
71:00
Speaker 2
on the parent node. One more time. So press the reset. Five times. Yes. On the parent, okay? Okay, now please check the child node if the light is blinking. It's blinking. Okay. It's going to take a while, okay?
71:00
Speaker 1
It's blinking. purple. question one more time? Sure. It's an MX4200.
73:00
Speaker 2
Any progress on the lights, sir? Blinking red? What's the model number, by the way, of that child node, sir? Can you tell me the model number of that child model?
73:00
Speaker 1
No problem, thank you. Bye for now.
76:00
Speaker 2
While waiting for that, sir, can I put you on hold for three to four minutes? I'll just have this checked, okay? All right, just hold on, please. Thank you.
76:00
Speaker 1
and you look at me like I did. Can you cough like that? That is so unprofessional. I'm not trying to. I'm saying you are. Gotcha. yes Yeah. excuse me I had the app on my phone it's yes
77:00
Speaker 2
If not, sir, actually, I have verified this already with my immediate superior. I may need to have this forwarded to our level-two technicians. Okay, they will be the one to continue the troubleshooting. They will be doing some advanced troubleshooting with you guys because it seems that this one last child node is really having a hard time connecting to your parent node. So, probably, there's a need for, for them to do a reflash on the firmware and have it, to manually add. Yeah. You have the app on your phone. Okay, so, right now the, the child node light is still blinking.
81:00
Speaker 1
Do you want me to open the app first, right? Is it under the uh, it says three nodes on my app. That's what it says. I'm trying to click now see what it shows me. [silence]
82:00
Speaker 2
OK, we'll perform a one last reset on that one. OK? Let's just check if we can add it on the linksys app. All right? So can we do the reset one more time? yes. open the app first. and uh on the app, check if you have an option there to access local. access locally. You see three nodes on the app? yes
82:00
Speaker 1
Yeah, on my app, I see three of them. One of them is showing like a wire, you know what I mean? Well, actually, two of them are showed that way. And right. Okay. I just took it off.
83:00
Speaker 2
You see three of them. Um. Can you check on the laptop? if you also... T3 Nodes? Yeah. because actually the one of the child node is hardwired. Can you disconnect the Ethernet cable from the uh. child node? Okay. So, try to refresh your uh. app. and check if it's...
83:00
Speaker 1
Yeah. I don't know. I can't connect with Wi-Fi. I know it's in there. What else you have to do? Have to reset everything. No, you don't have to go to the internet. If I set it up, I'll come again. I have more space to back minimally. Okay, so I showed two and one says offline right now. [silence]
84:00
Speaker 2
Still shows three nodes. It shows offline. Alright. So let's just perform a reset, uh, one more time on the two.
84:00
Speaker 1
Okay. Okay, so you want me to hit it five times? How long? Take six. Okay.
85:00
Speaker 2
child node, and let me know if it's a solid purple, okay? So we can add them using the Linksys app, okay? No, no, no, just reset the child node. Press and hold the reset button. Uh 40 seconds. I really do apologize that this is taking so long. Yeah, you know, some devices with uh is really acting up.
85:00
Speaker 1
Okay, blinking blue. It's purple now, it is. Yes.
86:00
Speaker 2
Okay. We'll wait for it to turn purple. Okay. It's solid purple. All right. Can we open up the
86:00
Speaker 1
So on the laptop. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay.
87:00
Speaker 2
Lincesses app store. And then click on tap on the the three lines. And select set up and new products. No, not not on the laptop but on the phone. The Lincesses app. Open up the Lincesses app. And you see the the three bars I mean. The three lines. Okay. Tap on it. And select set up and new products. And click uh select add a node. Okay. Then just press next. Okay, is it finding it? Is it trying to search for it? It's looking for it, okay. That may take a while.
87:00
Speaker 1
[silence]
90:00
Speaker 2
it's still trying, right, sir?
91:00
Speaker 1
It's blue now. The solid the solid blue and it says adding your child nodes. It says your network and it shows me three of them now. It says next. It says go ahead and move your child nodes Go ahead and take just unplug them and take them where they go. Okay.
92:00
Speaker 2
Is it solid blue? Okay. Can we check the app if it shows three nodes? Yes. Click next. Okay. That's very good. Thank God. Okay. Yes, you may relocate the nodes.
92:00
Speaker 1
Okay, I've moved them to the different rooms now. Go ahead.
95:00
Speaker 2
okay uh huh yeah so just make sure to see that the uh they're all solid solid white solid blue okay yes so actually both um all of the nodes are now configured including the parent node all right so I really do appreciate your patience here sir so will there be anything else no worries no worries but I appreciate your time. And, uh, yup, for more information, just please visit our site, support.Linksys.com. This is Essee again from Linksys. Thank you for calling. Have a great night, sir. York care, sir. Thank you. [silence]
95:00