V2 Rubric Detail — 24d305c0-7c96-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 19:32
Duration
81m 12s
Contact
George Costen
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135233
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No Internet Connection.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (17 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.5/5

V2 Rubric Scores

Resolution5.00/5
Technical1.56/5
Communication3.75/5
Ownership2.86/5
EscalationN/A
Customer Exp1.79/5
Overall66.3% (-3.7)

V2 Grader Summary

The agent achieved a successful resolution by restoring all nodes to online status, validating R1 as Met. However, the interaction lacked diagnostic rigor (T1 Not Met), failed to leverage case history (O3 Not Met), and imposed avoidable effort on the customer by over-relying on a malfunctioning app (X3 Not Met). The use of 'turquoise' instead of 'purple' for LED state is a recurring technical inaccuracy, though the 5-press guidance was correctly applied for WHW03.

V1 Case Analysis

Customer reported all WHW03 Velop nodes showing solid red after a power outage. Agent instructed power cycling modem/router, 5-press reset on parent, factory reset on child nodes, and reinstallation of the Linksys app. All nodes returned to solid green/blue, internet confirmed working. No warranty/RMA required.

Troubleshooting Steps
  • Power-cycled ISP modem and Linksys router.
  • Observed parent node boot to solid turquoise (ready state).
  • Factory reset child nodes via reset button (hold until LED turns solid blue).
  • Performed 5-press reset on parent node to initiate pairing.
  • Guided customer to reinstall and log into the Linksys app.
  • Verified node LED status and internet connectivity.
Key Observations
  • Agent did not confirm product model number until late in the call ([55:00]), despite needing model-specific guidance (WHW03).
  • Customer struggled with the Linksys app setup loop; agent eventually suggested reinstalling the app, which resolved the issue.
  • Agent used ambiguous phrasing such as 'solid contract' ([36:00]) and 'press release the reset button five times' ([43:00]), causing confusion.
  • Agent correctly used the 5-press method for a WHW03, which is supported per KB (universal_5press_models.md).
  • Agent did not verify internet connectivity on the parent node before proceeding to child node resets, risking unnecessary steps.
Positive Highlights
  • Correctly identified and applied the 5-press method for the WHW03 Velop router, which is KB-compliant ([43:00]).
  • Guided the customer through proper power cycling sequence: modem off, router off, wait, router on, then modem on ([29:00]–[32:00]).
  • Recommended factory reset of child nodes by holding reset until solid blue, which aligns with KB for WHW series ([40:00]–[42:00]).
  • Suggested reinstalling the Linksys app when it was stuck in a setup loop, which ultimately resolved the UI issue ([59:00]).
  • Maintained a polite and patient tone throughout the call, despite customer confusion and repetition.
Agent Errors / Gaps
  • Did not confirm product model number at the start of the call, delaying accurate troubleshooting ([00:00]–[55:00]).
  • Used incorrect terminology: 'solid contract' instead of 'solid turquoise/purple' ([36:00]), which is not a valid LED state.
  • Provided ambiguous instruction: 'press release the reset button five times' ([43:00]), which could be misinterpreted as a single action rather than five quick presses.
  • Allowed the customer to struggle with the app setup loop for several minutes before suggesting a reinstall ([54:00]–[59:00]), reducing efficiency.
  • Did not verify internet connectivity on the parent node before proceeding to child node resets, risking unnecessary steps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms at 80:00: 'they're all connected… thank you so much.' Final state shows internet online and nodes communicating.
R2 Met Diagnostic thoroughness conf 95%
Agent guides through full sequence: power cycle modem/router, reset child nodes, 5-press parent, relocate nodes, app reinstall — all logically sequenced and responsive to observed symptoms.
R3 Met Correct resolution path conf 93%
Agent proceeds with best-effort troubleshooting appropriate for mesh outage; no indication of warranty status used to limit support, and full reset/rebuild path followed correctly.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent fails to identify model early (WHW03), does not verify ISP service status, and misidentifies 'turquoise' light (should be purple per KB); root cause not diagnosed — troubleshooting is procedural, not diagnostic.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent uses correct physical tools (reset button) but skips essential diagnostic step: does not verify modem internet status before troubleshooting router; relies on customer's verbal description of modem light instead of structured test.
T3 Partially Met No misinformation conf 88%
5-press instruction is correct for WHW03 (per universal_5press_models.md), and reset steps are valid; however, repeated use of 'turquoise' for purple LED contradicts KB (solid purple = setup-ready), risking customer confusion.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintains basic control but lacks framing (no agenda, no time estimate), has multiple unexplained silences, and allows app loop to persist without redirecting to browser-based admin page.
C2 Met Confirmed understanding conf 90%
Agent uses plain language, repeats instructions clearly, confirms understanding ('let me know once solid red'), and adapts to customer's confusion with the app.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owns the case end-to-end, does not transfer, and follows through on resolution despite app complications and customer frustration.
O2 Partially Met Proactive follow-through conf 75%
Agent provides ticket number but does not set clear timeline for follow-up; final next steps ('call back if needed') are generic, not specific to potential recurrence of outage or app sync issues.
O3 Not Met Closure confirmation conf 88%
Customer references prior interaction ('the other rep last night'), but agent does not access or acknowledge case history, re-asking reset status and repeating steps already attempted.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with correct troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent is polite and professional but shows minimal empathy; does not acknowledge customer frustration with lengthy process ('I hate when it snaps') or prior failed support attempt.
X2 Partially Met Tone & rapport conf 80%
Agent matches customer's pace during reset steps but fails to adjust when app confusion escalates; continues app-based path despite repeated failures, rather than pivoting to more reliable browser interface.
X3 Not Met Overall experience conf 90%
Customer forced to reinstall app, repeat setup steps, and reconfigure Wi-Fi despite being on same network; agent does not suggest direct browser access (192.168.1.1) which would reduce friction.
Call Transcript80 turns · 99 lines
Speaker 1
hear Yeah. Yeah, so I'll get. opens right here. Yeah. [silence] Yeah. [self silence] It looks like a water originally. Yeah. It looks good it does it really does. Nicholas my friend was he I was a little food three four times that's for there he is brother hello there we uh we tested tested Looks like patient called in today, uh, yes, I don't understand that. Right. Yeah. I don't understand. Right. new law for a new. [silence] who has seen it did not but thing who take in the kindly that's lown, which means that we have to first get in contact with the patient has to go with and they didn't do something correct to have their end set up. setup setup. setup setup, setup a check, uh, we need set all the paying to see. Okay. Is you you're like a little bit out there or. Okay. Yeah. Yeah. I mean, be still have to see. me call that. the discrepancy with the either check or EMV key, right? You also said a claim with them, too, like from this side? So, the clearly, clearly the card did not look, not card, payment account payment account. I know it says card, you know, I know it says card, but this is not a physical debit card. Obviously this is VIP. Uh, we did check here. And this is patient, the patient does appear to receive his set up for chat. And, but it's still an issue with VIP. I would wing off that idea aside, too. The old, the history was on, uh, in the habit of these, and then they went to, the benefits um so it looks like after they went to the claim . get a receipt on, so, this gets come back to all of that. Um, she should she then she sorry. Okay. she just called back. Hi, sorry. Uh, I was calling back. I called yesterday to get my nodes up and running. I need to get them back up and running. Actually, uh, what happened was, uh, we had an outage last night. And so, um, after getting everything up and running, we just lost everything. Um, they had an outage with our company. So I was calling back trying to, uh, get everything back up and running and then, uh, rename my, go back and, uh, pull up my router on the on the network. Sorry, I needed assistance getting everything up and running.
00:00
Speaker 2
all I'll let me just confirm if that was you.
27:00
Speaker 1
yes yes that's me that's correct. That's me. I haven't no, I haven't done anything cuz I I wasn't sure what uh avenue to go to get everything up and running. Because I had done several I I had done several things. Oh, it's like it's I I don't know. And I I maybe that maybe I'm not 100% confident to do it. So I don't know what it is. Right? yeah. Right. So they're all red right now. I'm sorry, are they red? I just wanted to confirm that. [silence]
28:00
Speaker 2
Okay, hello, sir. If I'm talking with [inaudible], [inaudible], your email address is NPEC O S-T-E-N@Yahoo.com. What have you done so far? Have you attempted to reset your Linksys router before contacting us for support? Okay, now let's proceed. So the parent mode is solid white, sorry, solid red, including the child nodes. Okay, now let's proceed to the reboot process.
28:00
Speaker 1
uh from the plug yeah from the parent node unplug it okay uh okay I'm unplugging it now one second oh unplug the modem too okay all right I unplug both okay all right yeah cuz everything was worky fine and after I called and then all of a sudden boom outage and they didn't even know it was an outage I had to call him and tell him those that I had no services and um [silence] Thank you [silence]
29:00
Speaker 2
Umplug the power adapter of the modem sir the modem from your spectrum and then the parent note from Wi-Fi. Yeah, parent note and the modem. Yes. The modem too from spectrum. Okay, now let's just wait for 30 seconds to one minute to plug the power back. Okay, it's okay. So let's just try to observe if it will resolve your issue.
29:00
Speaker 1
Okay? Well, the router and the modem? Okay. [silence] Okay. [silence] Okay. One moment, I'll plug it in now. [silence] One, one second. I plugged the router in. [silence] And then it said wait until it goes red to plug the modem. Okay. One... of the dark blooms, sweetie. [silence]
30:00
Speaker 2
Okay, now you may now proceed to plug the power back of the router first. The parent node first, from Linkus. Yes, the router first and then when the router start blinking, then it's booting up or turned to solid blue, proceed to plug the power back of the modem.
30:00
Speaker 1
Those aren't blue. Stay away. and the... Oh, I didn't plug the modem. Plug the modem in now. Okay. Okay. Okay. All right. Waiting for the modem. The router went.
31:00
Speaker 2
get that right. Yeah, of course. So after you plug the router, then the modem.
31:00
Speaker 1
Turquoise. [silence] I'm waiting for the modem. It's still flashing, waiting where to go solid. [silence] There it goes. [silence] Okay. Wait, not yet. Still flashing. Uh oh. [silence] And uh the parent node went red. [silence] Oh, okay. [silence] Yeah, it's flashing red, actually. [silence] And the modem went from blue to red, back to blue. [silence] And now the modem is solid blue. I'm waiting for the parent node.
32:00
Speaker 2
Okay, keep observing it because the modem's still boating up.
32:00
Speaker 1
the paranoid supposed to go back to turquoise or Okay. I am. Okay. The paranoid is just flashing red. I'm just waiting. I'm just waiting. and arch walk [silence] Red. pause [silence]
33:00
Speaker 2
It's dead. But let's just keep on observing it until it fully boot up. How about the modem? Is it fully booted up?
33:00
Speaker 1
Yeah, it's fully blue. Yeah, it's blue, fully. So the parent node is solid red right now. Okay. No, I didn't do that. No, I didn't touch anything. This is the first time me touching it. Uh, I may have done something last night, though. So, I don't know. We'll see. Oh, it just went turquoise. Let me see, though. Let me observe it. Yeah, let me keep observing. Just make sure it doesn't go back to red again. [silence]
34:00
Speaker 2
Okay, keep observing it. So, you did not do anything, right? You did not press and hold the reset button of the parent, before contacting us for support. Am I right? Okay. Okay, keep on observing. Okay.
34:00
Speaker 1
Okay, so it's Bill Turquoise. Okay, okay. Okay. Okay. Okay. Okay. Okay. Oh, I didn't want that one. Oh, sorry. Oh. How do I, oh, okay. Yeah. It says Velop setup C70. And it says, it says Velop setup C70. And then it says, no internet connection. There we go. It's, it's turquoise. Let me, um, turn off my, well, so I turned it back on and it's connected. Now it came up. Velop C70. That's mine. It's C, I'm sorry. Velop setup C89. That's it. So. Okay. So now I'm just waiting for the child mode.
35:00
Speaker 2
Jans the, yeah, the parent node changed to solid contract the light indicator of the parent node. Okay. Yeah. Start to refresh them. Okay. Uh, that's the good.
36:00
Speaker 1
Okay. Um, they hopefully will link up. They're solid red, both of them. So forever for, so if this ever happens again, like this is the route that I need to go to get them back up and running, right? Okay. I'm gonna try to remember. Don't reset, but just when it comes up, unplug, and then plug them up and then modem and the parent node. Wait for it to go turquoise, and then plug the two child nodes in.
37:00
Speaker 2
Yes. Let us observe for the child mode. Yes. So, if there's a power outage you will have to reset, eventually, the parent node, just do a reboot process first. Yes.
37:00
Speaker 1
and wait for them to go turquoise. Okay, all right. So right now, they're still solid red. They haven't done anything yet. The parent node is still turquoise, but the parent nodes aren't doing anything. They're still solid. Yeah, I think I might need to reset them, probably. Okay. It is
38:00
Speaker 2
Exactly. Okay. So the child nodes are still solid red? Okay. Can we move the child nodes closer to the parent's nodes about two or three feet apart?
38:00
Speaker 1
Okay. So the child moves are still solid red. But it is showing I have connection. So I don't know. They're not. Uh I mean, it, they normally con orders length right from here and I don't know why. I it's just solid red.
39:00
Speaker 2
But move the child nodes. Same room with the parent nozzles, about two or three feet apart, and plug them directly to the wall outlet.
39:00
Speaker 1
I may need to reset them or something. They're not flashing. Yeah, they're not doing anything. Yeah, they're closer, but they they're they're still solid red. Let me. Yeah blinked and then they went to solid red from blinking red, so now they're solid red. Should I unplug them and replug them? Okay. Oh, okay.
40:00
Speaker 2
are they relocated, did it not blink? so when you move them and plug them directly to the wall outlet, is the light blinking and then yes, please, but kindly press and hold the reset button of each of the tiles, Norm also, Sir, so that we can set up them again. so make sure the light blink red, goes off,
40:00
Speaker 1
and then let go of it okay one went blue [silence]
41:00
Speaker 2
So when it turns record blue? Yes, when it turns record blue, that's the time that you need to let go or release the reset button.
41:00
Speaker 1
Oh, yeah. I'm here waiting for the one to boot up and this one, I'm waiting for I know to let go. OK, that one went blue. So now I'm waiting. All right, I'm sorry.
42:00
Speaker 2
Okay, so let's just wait for both the child mode to turn in solid red.
42:00
Speaker 1
Okay, one of them went red. I'm waiting for the other one. Okay, they both solid red. Yes. Okay. [silence]
43:00
Speaker 2
So let me know once they are both solid red, okay? Okay, now go to the parent node, sir, press release the reset button five times within five seconds.
43:00
Speaker 1
right i did it it went back to turquoise they are red solid red no not yet yeah the so yeah the first one's blinking now and i'm waiting for the second one okay the second one is blinking okay green or it turns green or blue blue oh okay [silence] so uh okay
44:00
Speaker 2
and what does the light indicator of the two child nodes do? blinking? they none of them start blinking okay that's good yeah just keep and them so let's just wait for both child nodes to turn solid green and it will take up to three up to five minutes green or blue? [silence]
44:00
Speaker 1
I'm trying to debate if I'm gonna upgrade these to wireless. UGH. It's still flashing the red. Just the first thing. Oh, okay. No question right? Right. Got it. So, one node way, blue, turquoise and I'm waiting for the other one.
45:00
Speaker 2
It's okay, sir. A good sign is that they're set up.
46:00
Speaker 1
uh, it went blue turquoise and went back to red. Okay. Okay. okay. and then the other node is still flashing red waiting for that. okay, so the other node went back to turquoise. I'm still waiting for the flashing. It's still flashing red, I'm still waiting for it. All right, when turquoise, now I'm going to wait tomorrow, I'll probably go red. Let me make sure the parent notes no turquoise, Justin's is.
47:00
Speaker 2
It's okay. It's still part of the set up process. Observe it for one minute. How about the other one?
47:00
Speaker 1
Okay, so now the second node went red. Now I'm waiting for it to go back to turquoise. It went back to turquoise and then blue, dark blue, back to turquoise. Okay, so both child nodes are now turquoise. All right. Let me take the one upstairs first, then I'll go downstairs.
48:00
Speaker 2
Oh. Okay. Proceed to relocate the child nodes. [silence]
48:00
Speaker 1
All right. This is the one downstairs. Actually, let me bring this one upstairs first. One upstairs and I'll come back and get the other one. And then I gotta, I gotta reset everything back in the house. Not to mention the, all the cameras for the alarm, they all gotta be reprogrammed. I hate when it snaps. It's such a lengthy process to have to bring, to come back and do that. All right. I plug one in. [silence] Let me go get the other one. Plug it up down there. Let me shut the light off. [silence] Light on. All right. Go on. [silence] All right I'm going downstairs and get the other one and put it downstairs. [silence] And then the last then would be renaming it back to the name and getting the correct password in there. [silence] All right let me do this now. [silence] probably six wires. [silence] Yes. Yeah, dry, dry, but not wet. Never supposed to cut it. I know. Down here, they don't care. Yeah. Okay. Okay. All right. So once it's got Solid Green, I'll check the other one, and then I'll try to see if we can rename, go back to rename the router. All right, just went to, the one downstairs just went to uh Solid Green. I renamed it in the app on my phone. I need to figure out. I want to go back to rename it and change the password. Okay. So the Node went from.
49:00
Speaker 2
It's okay. You need to wait three to five minutes again for that two nodes to reconnect and turn to solid green. Sure. wait. So, where did you rename the child nodes? Okay.
53:00
Speaker 1
green to red so I'm waiting for it to go back [silence] no, I'm saying not rename it, I'm sorry, but be able to uh, hold on, let me see it's not coming up when I'm looking for it, so I need to find it so I can select it, so I have to [silence] hold it, let me see, one more time, I'm sorry, I use yeah, I use the app on my phone and I renamed it and passworded it, but it's not it's not showing it's not showing up when I'm looking at the network, um I'm all I'm seeing is Bella.
54:00
Speaker 2
Yeah, but actually, sir, there's no need to rename your Wi-Fi name and password because we did not change the WiFi here credentials for your parent node. Yeah, but did you use the Linksys app yesterday to manage your router settings? Did you use the Linksys app yesterday to rename it, to rename the child nodes. Okay. So, since, yeah, of course, you can try to refresh the Linksys app and there's a possibility that due to the firmware update sir, the Wi-Fi SSID and password have changed. Okay. Go ahead, go to your phone's Wi-Fi settings sir, and then select your Linksys router as the network. Yes, that is the same network I'm connected to from my browser, sir. Okay. And through this portal, you can change the SSID and password again. and instead of selecting some fancy SDID namings sir, just stick with your actual router model MSSID and pwd. Okay. So, it should be BL 1300. Okay. Sir, please confirm that your router model is BL 1300. Yeah, but what do you mean by that? That means the Wi-Fi and the model should be BL 1300. [[silence]] I mean, it's the password. So, then after that, you can put the Linksys router again. Within that, you can play around with your parental controls sir. Okay.
54:00
Speaker 1
No, but yesterday, no, no, no. Yeah, but yesterday she was able to get me to. Yeah, but not even that. She got me, okay. So right now I'm in the app and now it's saying ready to complete setup. So hit complete setup. Okay, how do I skip that option? I don't want to continue this start up. Quit setup? Okay, quit setup. Got it. All right. One moment. Waiting for it to load. Yeah, yeah, that's why and then my stomach is probably. Yeah, it's also what they cook it in.
55:00
Speaker 2
CHW 03 model or no longer visible on the linksys app. but you can still uh there's Mm-hmm.
55:00
Speaker 1
Yeah. I'm waiting for the app to load up it just saying link. Just waiting. for it. Yeah, should uh close it and then re-open it and then do that. No Wi-Fi? No, I'm just trying to work. I'm working on it now. Loading the setup. It's taking me back to setup. As it says here, terms and conditions agree. It's saying are the nodes uh connected. Hello? Okay. It says on the app, um are the nodes connected? Connect the router to your modem. Everything should...welcome back. Everything that we've done this afternoon the, uh, I guess I have to do that to bypass. Five. It says, okay. Okay. Okay. But, um, it's just plug additional nodes. Okay, it says next. Press next. And then no light, it's solid, solid. Yep. Next node. All right. It's checking. It's checking my internet. Just wait a minute. Okay, so it says use the same Wi-Fi name new forever. Yes. And then continue. It says linking, linking to my account. Oh, I didn't know that it would do it like this. Oh, I see what you're telling me. Uh,
56:00
Speaker 2
speaking of
57:00
Speaker 1
Yeah, I think every rep has like their own way of doing it. And some ways are easier than the other. Like the way you're showing me is easy, and the way that the rep last night showed me. The other rep that I had, when I had the other outage, wasn't easy. All right. Now it's telling me to... Oh, it says reset the node. It says at the bottom, but I've done this. So, press that. Okay, so I've done this. Yep. Okay, I've done this. Let me press that. Please wait. Okay. Okay. Okay, let me close that. I just want to be able to get into the links app. it's not, it's not bringing me back to the show home page. It keeps sending me to the loading.
58:00
Speaker 2
No. No need to. Skip this sir. It's giving an inaccurate information now. No need to press. No need to press anything. [silence]
58:00
Speaker 1
make it umChill, you think. Um, all right. Um, what game. All right, let me go over check the uh for no real quick. OK, so it's still pervert. I just why is the app not loading up? You said don't forget the games. Oh, OK, but but the only problem is I'm not seeing my router.
59:00
Speaker 2
You can try to uninstall and reinstall the Linksys app. yeah, because these models, sir, as of now, due to firmware updates, if you're going to reset, do some reboot or restart them, there's a big possibility that because as of the moment, they are no longer visible in the Linksys app. So, if you're going to re- do restart or reboot process, there's a issues you might encounter accessing the Linksys app. You can try to uninstall and reinstall the Linksys app, sir.
59:00
Speaker 1
and the, Wi-Fi, I need to locate, my router, how do, I, how do, I, now, locate, my router, it, it, did, ask me if I, one to, it's nook, forever. Ugh. You, mean the, one, that, the one I, created? It's, N, U, P, E, and, forever. It's not, showing up. Hmm. What? What do I, need to do? Okay, I'm checking, it's still, connected, to develop, setup, C89. I think I need to change, that name, and, the password. And, the, um, let me turn it off, turn it on. Hold up, turn it off. Wait, one, two, three. Okay, turn it back on.
60:00
Speaker 2
a network. What's your Wi-Fi name? What's your Wi-Fi name? And yeah. And you're connected through that. Just try to on-off your Wi-Fi Do have a computer or laptop in your end? Okay, connect your laptop to your lynx network. [silence]
60:00
Speaker 1
All right, let me get the laptop. One second. The app is loading. What's going on with the app? And I only want to make sure I just create the one. I don't want to create like if one rep had me create three and I don't want to [silence] Yeah, Black Arrow. Yeah, that's fine. Um, on log in. One second. Uh, password, [silence] Oh, I see. Um, [silence] manage my Wi-Fi. I have to, like, back in [silence] password. oh, like, [silence] password. Black Arrow. [silence] password. [silence] back Arrow. Oh, I see. Um, manage my Wi-Fi. I have to log back in, probably. Yeah, that's fine. Um, on log in. One second. Uh, password.
62:00
Speaker 2
Is your laptop connected now to your Linksys network?
63:00
Speaker 1
Not the password. The password to. [silence] One second. Is that the password, but that's not it. [silence] Let me see if that works. That's not it. Where's the other password? [silence] i change it uh one second one second one second. try this i don't think this is the password though. think I changed it or i don't know what I did. It's not the original. Let me see if this works. on it's not working it's not it. Who changed my Oh, okay. Okay. Forgot. Okay. Um, but it didn't, it has to go to my other email. My other email's not working right. You were my router password? Okay. One moment.
64:00
Speaker 2
If you forgot the server, just click Forgot or Reset to create a new one. You can log in using your router password. Yeah, there are two options on how to log in the app, sir. First is it will ask you for an email and then second Router Password.
66:00
Speaker 1
I mean, this is a, yeah, my, this email's not working, right? I don't wanna reset it. Uh, okay. So, what do I do? My email's not working, right? So how do I now get into the app? Select router. Okay, router password. It's taking me to the setup again, though. I don't wanna reset it up. I just wanna log into the app. Uh, hold on. I'm gonna, hold on one second.
67:00
Speaker 2
Select router. Click router to log in.
67:00
Speaker 1
Is there a way that I can change the email on your side? Trying to log in. Hold on. It's not working. Why is it not working? I don't have any password.
68:00
Speaker 2
We already discontinued the link smart remote accessor. Just proceed.
68:00
Speaker 1
come with this yesterday. And it's not the password. Link's password. That's the password to the router. Going to be another. All right, so how else can I log back into the app? Other than [silence]
69:00
Speaker 2
Using your router password, did you log in? Using your router password?
69:00
Speaker 1
So instead of email, select router password. Okay. And then it's saying loading the setup experience. Now hit agree. Now it's saying, connect your router to your modem and source's internet. It's connected. Okay. Now it's saying plug additional nodes. I did that next. Node light. It keeps repeating itself. It's not allowing me back into the app. It says connected. Yes, I want to continue using this network. I don't understand why it's not allowing me to go in. Okay. Now it's asking me for email and password to log in. I did. I did. The now, no, I have to put my email and then.
70:00
Speaker 2
Yes. Yep. Maybe just continue it. It's already connected. [silence] select router or skip for now.
70:00
Speaker 1
A Password. So what password should I put? Oh, at the bottom it says skip for now. You said press skip for now? It says create your router password. So this will be my new password to log into the app. Wait, this is the password to log into the router like if I want to connect. Correct. Oh, this is so I can log into the app? Okay. If there is a problem with my network, I will need help with troubleshooting the network. Okay. Um, not at the moment. Thanks. You're welcome. How are you doing? Okay,
71:00
Speaker 2
No, there are two options, sir. There's email and then router above or skip for now. Yes, go ahead. You will create it through the password. Yes. No, it is different from your Wi-Fi password. Yes.
71:00
Speaker 1
Okay. Hit next. Hey, let me look at it. Make sure I got it. Uh, okay, next. Please wait. Configuring your Wi-Fi network. This could take a minute. [ silence] Something went wrong and we couldn't transfer your Wi-Fi settings. Enter them manually for the it's these to reconnect automatically yeah the the um the the uh child nodes are tork presumably it's saying here pick something memorable to secure it says Wi-Fi name and Wi-Fi password I don't know what's going on here so this is when I need to log into the app correct oh I have to re-do it oh okay I got you
72:00
Speaker 2
wait if you're really connected with the parents Note Sure, it's asked to create your own Wi-Fi name and password. No, it's your Wi-Fi name and Wi-Fi password to connect your devices. [silence]
73:00
Speaker 1
Configuring your wife, oh man, this is not I'm having some trouble here, but this could take a minute. Configuring your wife, configuring your network still. All right. My network was created. Now let's connect to your new Wi- will hit next. Okay. But in the app, it just says, hit next. Looks like you're not connected to the new Wi-Fi. Please follow the steps. Next. It's not doing anything.
74:00
Speaker 2
Now go to your Wi-Fi settings, select your new Wi-fi name, and enter your new Wi-Fi password. You can also try to click next. You were able to do it. You need to go to Wi-Fi settings or you are no longer connected as what mentioned. You need to go to the Wi-Fi settings, select your Wi-Fi name and then click connect. Allow your system to search for devices and then add to your Wi-Fi network. Enter a password if prompted.
75:00
Speaker 1
It's already, it's already selected when I'm looking at the Wi-Fi so now I need to be able to see it in the app. So what, close the app and reopen it? Okay. Lemme cut it off, shut it back on. All right, yes, it's connected to my the, it's connected to the Nuke forever. So now when I go, all right, lemme close it and reopen it. Wait, okay, it says: Please wait. Looking for your child notes.
76:00
Speaker 2
Enter the Wi-Fi password to connect. Just double check. Go to the Wi-Fi settings again. Then go to the Linksys app.
76:00
Speaker 1
Your network next. Remove from the account. I'll do that later, right? Yeah, I'll do that later. Next. Okay, go to the dashboard. Getting the router settings. Oh man. Okay. Internet is online. How do I reset it? Because it's showing the three node or red on the app. How do I? Oh, no. The nose went red.
77:00
Speaker 2
The how about the The child nodes. I'll just wait for the child nodes that You're in solid green
78:00
Speaker 1
[silence] No flashing red. All right. So the the node downstairs is now turquoise. Should I check the other node or [silence]? Okay. Hold on. Let me go upstairs real quick. I got you. I got you. Come down. Come down. [silence] Sorry, I got to go. all the other flour. Oh, another workout. Oh. Okay. Now the turquoise and then the red went away on the app. Three. app. Well, two, two and then the parent. They're all connected. No, you have been a blessing. I appreciate you. So, so, so, so much. Thank you so much.
79:00
Speaker 2
So I'll refresh the app and check how many nodes are connected. Is there anything else that I can help you with? Okay, you're welcome. And just feel free to call us back, sir, if you need further assistance. Just use the same ticket number 135233.
80:00
Speaker 1
Okay, thank you so much. I appreciate you. you have a great weekend. Thank you. So long.
81:00
Speaker 2
okay see how you too and have a nice day bye for now
81:00