V2 Rubric Detail — 279cf168-8127-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-16 15:00
Duration
91m 17s
Contact
317-586-0691
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00137466
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 4 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution2.50/5
Technical2.50/5
Communication2.50/5
Ownership2.50/5
Escalation2.50/5
Customer Exp2.50/5
Overall50.0% (+14.0)

V2 Grader Summary

The agent achieved a partial resolution by restoring internet connectivity via a node swap and configuration, validated by a speed test. However, the agent provided materially inaccurate technical guidance by instructing the customer to disregard a solid red LED, which the authoritative KB defines as 'No internet connection'. Troubleshooting was disorganized and communication was suboptimal, but no critical compliance failures occurred.

V1 Case Analysis

Customer reports WHW03 parent node solid red LED and no internet; attempted resets, parent node change, and reconfiguration; red LED persists; ticket 137466 opened for follow-up.

Troubleshooting Steps
  • Power-cycled and performed factory-reset attempts on parent router
  • Guided customer to access admin page (192.168.1.1) and verified firmware version
  • Switched Ethernet cable to child node, performed reset and 5-press pairing, reconfigured Wi-Fi SSID/password
Key Observations
  • Agent incorrectly stated solid red LED indicates normal operation despite KB stating 'Solid red = No internet connection'
  • Call contained confusing, contradictory reset instructions (15-second reset then 5-press) causing customer confusion
  • Agent failed to escalate after confirming device not functioning per KB LED standards despite repeated solid red LED and failed diagnostics
  • Agent collected required device information and opened support ticket #137466, providing clear next-step path
Positive Highlights
  • Collected model, serial number, customer name, and email early in call
  • Guided customer to router's web UI and verified firmware version
  • Created support ticket #137466 and provided follow-up path
Agent Errors / Gaps
  • Incorrect claim that solid red LED indicates normal operation despite internet issues (contradicts KB: 'Solid red = No internet connection')
  • Mixed and contradictory reset instructions (15-second reset then 5-press) causing confusion
  • Failure to escalate after confirming device not functioning per KB LED standards despite repeated solid red LED and failed diagnostics
  • Poor call control with excessive hold time and unclear phrasing

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent did not fully resolve the issue but achieved a partial outcome: the customer confirmed internet access via speed test and the network was functional despite the LED anomaly.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed multiple resets, changed parent node, accessed admin interface, verified network status and firmware, and ran diagnostics — meaningful steps that advanced troubleshooting, though disorganized and missing early WAN checks.
R3 Partially Met Correct resolution path conf 88%
Agent correctly identified the device (WHW03v2, ~6 years old) was out of warranty and no longer receiving updates, and pursued best-effort troubleshooting instead of dismissing. Advised workaround for known LED bug rather than pushing unnecessary RMA.
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Agent identified symptom (solid red LED, no device connectivity), performed logical actions (node swap, reset, web UI access), and concluded with a plausible root cause (firmware bug affecting LED only). However, failed to confirm modem/WAN status early in the process.
T2 Partially Met Appropriate tools / resources used conf 82%
Agent used admin dashboard (192.168.1.1), firmware check, and network status — appropriate tools. Attempted to collect diagnostics via email, which is suboptimal but reflects effort to gather data. Did not use modem-direct test, a missed opportunity.
T3 Partially Met No misinformation conf 89%
Agent stated the router was working despite solid red LED, which contradicts KB guidance (red = no internet). However, customer confirmed internet via speed test and network status showed connectivity, suggesting this may be a known firmware/display bug. Guidance was inaccurate per KB but contextually plausible.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent framed interaction, maintained basic control, and managed transitions (e.g., holds). However, multiple long silences, unclear instructions, and repetitive holds indicate weak call pacing and expectation setting.
C2 Partially Met Confirmed understanding conf 78%
Agent adapted language slightly (e.g., simplified steps), but used technical terms without consistent comprehension checks. Did not fully adjust to customer confusion during password and URL entry, though repeated instructions when needed.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent owned the case end-to-end, did not transfer, and followed through on diagnostics. However, repeated holds without clear updates and failure to resolve the core concern (LED misrepresentation) show incomplete ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent provided a ticket number and invited callback, but next steps were vague (e.g., 'I’ll check resources' without timeline). Did not specify when or how the incident report would be used.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact for this issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 83%
Issue involved a legacy device with possible firmware bug and inconsistent LED behavior. Agent attempted full L1 resolution before concluding with workaround. Escalation might have been appropriate, but not clearly warranted given functional internet and known post-EOL behavior.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent expressed apologies and acknowledged wait time, but responses were often scripted. Did not explicitly recognize customer’s repeated efforts or frustration, though remained polite.
X2 Partially Met Tone & rapport conf 75%
Agent maintained engagement and adjusted pacing slightly, but tone was robotic and customer showed confusion during URL and password entry. Did not proactively simplify or rephrase during key moments.
X3 Partially Met Overall experience conf 78%
Customer repeated serial and password entries, and agent added steps (email diagnostics) that failed. However, agent avoided unnecessary repetition of core troubleshooting and handled most actions remotely.
Call Transcript154 turns · 164 lines
Speaker 1
Yeah. Having trouble with my uh, I've had the mesh nodes having trouble with them this morning. I can't get it connect to my Wi-Fi. Um, no, I haven't have never experienced this before. Uh, maybe maybe a few years back or something, but uh just happened last night.
00:00
Speaker 2
Welcome to Lynkses 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. [silence] Hi, thank you for calling Lynkses technical support. My name is Ellie. How can I help you? [silence] Did just everything happen today or did you experience the same issue before?
00:00
Speaker 1
I have three of them. I'm sorry, I have three of them. One of them, I guess, is called the main one or the parent one, and then it goes out to the other two. Well, the main one, uh, I can't, the main one just won't connect now. Whenever I plug it in, it's unplugged right now, but whenever I plug it in, it's solid blue and doesn't change. I can, yes. Sorry, give me one second. I had all that. Ready? All right, the main one is, um, it's a
01:00
Speaker 2
When, okay, thank you so much. Yes. Yes. Uh-huh. What is the LED lights of the parent node? Can you give me the model number and the serial number of the main router or the one that is hooked up to the modem?
01:00
Speaker 1
I think the model number is WHW03. And I have a serial number if that's if you need that. Okay, it's pretty long. 2-0-J-1-0-C-6-2-8-0-4-6-9-7. Okay. Sorry stop right there. After the zero, it's a C for Charlie. Okay. We missed a number in there. After the C for Charlie, there should be a five.
02:00
Speaker 2
Yes, please. [silence] Let me just repeat it back I guess so that we can make sure that I got it got it right correctly. That's 2.0 J for Juliet, 1.0 D for Delta. two six O for Charlie. 2 8 0 4 6 9 7
02:00
Speaker 1
it'd be a six. is okay. it says: 16. That's correct. Yes. Yes. the Wi-Fi ask to it. It's a or, okay. Yes. solid blue light. Okay. uh, Jim. [silence]
03:00
Speaker 2
ah yes 62 80469 7. Thank you so much. can we plug it back in or turn on the main one? Yeah, with the hard wire connection directly to your modem. So, and it should be on the internet for the links as your outer, okay? Okay, it's still booting up since you just turned it on. Let's give it about two to three minutes. And now, let me also gather some information to create a record. Can I have your first name and your last name?
03:00
Speaker 1
Halawine JC halw N 54 at gmail.com sorry 54 yes JC NWA WN 54 gmail
04:00
Speaker 2
Okay. Thank you so much. And, Jim, can I also please have your active email address? That's 24 or 34? Okay. 54@. that thank you so much.
04:00
Speaker 1
Okay, I've done have done the same thing 10 to 15 times since last night and it just stays solid blue. It doesn't change at all. And I've hit the reset several times and nothing happens when you hit the reset. It doesn't the blue just stays on there. It doesn't change color or anything. I've done it about three or four times. I did it the first time about five seconds and then I did it about 10 seconds and then I did it for like 25 to 30 seconds.
05:00
Speaker 2
And then now when did you mention about resetting the router? So for how long did you press and hold the reset button?
05:00
Speaker 1
It's no, Solablu. Okay, I'm not sure what you're asking for. Is it on the, Is it on the unit itself? Okay. I'm looking here. So it's not by the it's not by the serial number. Oh yes. Velop setup b32. Yes, that's what it says. Okay.
06:00
Speaker 2
[KEEP_UNCERTAIN] Sorry, I didn't hear you were you talking about? Okay. Okay. I think I heard that on screen right there the that says [pause] that you were looking at it. it's going off of the screen that unit's one showing up there. Okay.
07:00
Speaker 1
I think it does. And I'm pretty positive it does. I'll get in there. Uh, actually, it's not there. I have tried other two, my other two that I have, or my secondary ones, they actually show up. Actually, I thought this one did earlier. But it's not there now. I'm going to turn it off and turn it back on and see if it'll find it this time. No, it is not showing up. [silence]
08:00
Speaker 2
Can you try connecting to this network? Jim, the underscore oh I mean yeah it's not showing up as you mentioned right? Uh yes please.
08:00
Speaker 1
I actually probably did earlier. Because it asked me for a password earlier.
09:00
Speaker 2
if the light um in gym is like how solid blue especially in this type of dial uh router that you have it actually means that the router is working but let me just go ahead and double check it, okay? by the way, Jim, did you customize the Wi-Fi?
09:00
Speaker 1
Uh, yes. I, I'm assuming you're asking for the, for the name I gave it. Are you, R, you, T, H. Is that what you're asking for? Yes, R, yes, R, you, T, H. No, it is not here.
10:00
Speaker 2
Oh heart. Sorry. All it's asking for is the Wi-Fi name that you set up for this and can you see that that Wi-Fi name or is that not correct?
10:00
Speaker 1
[ silence] [ silence] um I unplugged all the routers and my gateway several times uh my router and my gateway T-mobile uh unit I've unplugged those several times and plug each one back in individually I've unplugged every wire you know that uh the main wi-fi wire uh I've unplugged those so every once in a while there'll be an issue like once or twice a year where it goes off and won't come back on and I just typically um unplug the router plug it back in [ silence]
11:00
Speaker 2
Mm-hm.
11:00
Speaker 1
and then plug everything else back in and it works. But, um, that's, that's what I've done this time. I think that's the only thing different. I have plugged my, the other two secondary nodes, uh, have plugged those in and they do show up on my phone. Uh, but this one does not. Does not show up. And the other two are unplugged right now, so I don't have them plugged in. I, I guess my main question, if something is wrong with this, and it's just, you know, it's about six years old now, I think. If something is wrong with it.
12:00
Speaker 2
Oh. But- are- oh, okay. So, they're all showing up on your phone, but this one is not like the underscore below set up B- three, two. Mm. Yeah, it's not showing up. Mm. Yeah, it's okay.
12:00
Speaker 1
Okay. Yeah. Yes, absolutely. Okay. [silence]
14:00
Speaker 2
trou'd with this parent note. but I just really need to put the call on hold for like about three to five minutes, because I'll be checking all of my resources regarding with this one. okay? kindly stay on the line. thank you so much. [silence] [silence] Okay. [silence] Uh hello, Jim. [silence] I thank you so much for your patience waiting.
14:00
Speaker 1
[silence] [silence] Okay. That's a new one. All right. [silence] [silence] And the two three two three four five four two two.
16:00
Speaker 2
On the parent node, or on the main router since you you got it plugged in, right? Okay. Now, what I want you to to perform is what we call the router recovery reset. So, in this procedure, you need to unplug the power cord for two seconds and then plug it back in count for five seconds before you unplug it and then count for another two seconds before you plug it back in. Now repeat the process for four times. So unplug one, two plug in, one, two, three, four, five. And then repeat the process for four times.
16:00
Speaker 1
. . . OK, get his four times. No, very solid like, uh, blue light.
17:00
Speaker 2
Okay. Did you notice any changes on the LED light of the parent? [silence]
17:00
Speaker 1
Yeah, just turn on. Yeah, sunlight blue. Every time I plugged it in, it was solid blue and unplug it, of course, it went out and then it's solid blue still. Okay. All right. Okay, I have it here.
18:00
Speaker 2
Is it still not changing after you do it? OK, this, uh, maybe this spawned, I mean, this parent node is really fault. I mean, this parent node is really faulty. Uh, how about, uh, we grab one of your child nodes and let's make it as a parent. OK. Can you turn, uh, please turn it on?
18:00
Speaker 1
okay, now I plug it in and this looks more normal. it's, um, a dull dull dull blue light, which is sort of normal. I mean, when the power goes out, this is sort of the way it will work and then it'll it'll start to, this one, it's uh, it's got to show up. On my phone. Okay, now solid red light, a blinking red light. Okay. I'll tell you one thing that had, okay, so, Okay, now it's actually showed up on my phone as root as R U T H, but it says incorrect password on it. So just to let you know what's going on. Okay, so what did you just, I'm sorry, go ahead. It is weird. Yeah.
19:00
Speaker 2
OK so what I want you going to do in this at this at this time Jim as I want you to remove the ethernet cable that is running from the old parent node and put it to the internet port of this child node since we are going to make this child node as a parent. OK. Now, that's kinda weird. That's OK. That's kinda weird, but uh can you give me its serial number please? [silence]
20:00
Speaker 1
Yes. Um, just a second here. It's very hard to see. Very small. Yes. Uh. Uh. Uh. Yeah. That's what I'm going to do here. I'm sorry. Of course, it's blurry, and I got to re-take it. Uh.
21:00
Speaker 2
Of this child node. Oh, I'm so sorry. How about you take a picture of the serial numbers that you can just easily zoom it in?
21:00
Speaker 1
[silence] Okay. All right, serial number is 20 J2075B18427. [silence] And the model number is Whw03v2.
22:00
Speaker 2
It's okay.
22:00
Speaker 1
Yeah. Correct. Oh, sorry, I did, yeah. Maybe I did it too soon, but I already have done that. I plugged both the power and the etherna. [silence] [silence]
23:00
Speaker 2
There is a version two. Yeah, this is the version two. And then the first one was... a version one. Yeah. So, what you see right now is the network name, or the Wi-Fi name that you set up. And that's under Ruth. like R-U-T-H. Okay, can you take the Ethernet cable that was on the previous parent and unplug it, and put it on the Ethernet, put it on the internet port of this new parent node?
23:00
Speaker 1
net in there. Solid rib. Okay. Click red now it's out.
24:00
Speaker 2
Okay, that's okay. So right now, uh, can you see I mean, what is the led light? Is it still flashing red? Okay, solid red. So what I want you to do next here is I want you to reset this child node so that you can make it as a parent. So press and hold the reset button of this child node for 15 seconds. [silence]
24:00
Speaker 1
You can. right now it's dark. Like it's dark blue or sure that could be purple. Yes, not blinking at all. And it is definitely a solid color. And that's purple, I guess. Yes.
25:00
Speaker 2
It's okay. So you can then let go of that reset button. So what are we expecting from this child node is a solid purple LED light on top of it. So that it will indicate as to be ready for setup. So did it stop blinking already? Uh huh. Okay. So what I want you to do next again is that, [silence]
25:00
Speaker 1
by time right okay okay blinking red no okay okay
26:00
Speaker 2
on this child node, press the reset button for five times, one press every seconds. [silence] Okay, so that process may take for about like two to three minutes. So let's just give it some time, okay? And then let me know if there is a changes. So what should we expect is that we should be seeing a a solid purple or a light green color from this child node.
26:00
Speaker 1
Okay. Okay, it's a it's a white blinking light now. And by the way, the Ruth went away on my phone and now it's got Bellop setup. Okay. Yes, uh, so. makes sense.
27:00
Speaker 2
That means the internet is now working on this router. But, uh, let's just give it some time. No, it's okay. That's the default, uh, Wi-Fi name of this, uh, child node. Mhm. And also, maybe one of the reason why you did see earlier, the Wi-Fi name that you set up before, the name Ruth, maybe actually, uh, because, um, this child has still carrying the configuration of the, of the previous parent. So, that's why.
27:00
Speaker 1
Keep you updated through, there's a white light blinking. [silence] Yes.
28:00
Speaker 2
Okay, it's still blinking white.
28:00
Speaker 1
Nope no just solid white right now.
29:00
Speaker 2
like, it's not turning to solid blue or like, feel green or light green.
29:00
Speaker 1
No. It's still the white, blinking light. Yeah, no change. Okay.
30:00
Speaker 2
so did the LED light change sir? or did it uh yeah I got you, blinking white. Can you try unplugging it
30:00
Speaker 1
Yes, it's on. And it's just a solid... I wouldn't say blue, not purple, but it could be purple. It's just a solid though, right now. [silence] Okay. Right now it went away when I unplugged it. So I'm waiting for it to pop back up. It it was on, it was on there and it was asking for a password.
31:00
Speaker 2
Okay. So turn it on now. Okay. Can you can you can you try to connect your phone to this new parent nodes sir. Oh, yeah, it's okay. Oh yeah. Oh. Oh, yeah, so use the password that you can see under this child node, sir. So there should be name and then password. So that there you go. Apply to the network. And now let's see if you can go to on, on AP mode and try to connect there. So on on the Vive. Okay. Toggle screen. Yeah. Okay. So let go to. Yeah. So on AP mode. Yeah. So it says rebuild database. Now, maintenance profile, profile for optimization, employing wireless network. Yeah. Okay. Try connect remote. Yeah. So you see remote streaming. There you go.
31:00
Speaker 1
Okay, let me look at, let me look at that picture. Okay, I'll have to take another picture. I did see the password there, but, um, [silence]
32:00
Speaker 2
That password should be the one that you are going to use if you're going to connect it. Okay. Okay, can you reset this router again, but this time do it for 20 seconds? So, press and hold the reset button of this router for 20 seconds. Oh, yeah. Sure. [silence]
32:00
Speaker 1
Okay. Got that. And now I'm going to reset it for 20 seconds. I think we might've been there a while ago. But I think it was that you just really wanted a password. And there maybe I don't know. Now let's see. It's solid. blue or purple again. Let's see if I can read this password. Um, yes, I do. As long as it doesn't need Wi-Fi. Okay. Okay. mm-hmm.
34:00
Speaker 2
OK. So, uh, by the way, sir, aside from your phone, do you have an any, uh, do you have an available iPad, a tablet or a laptop for a troubleshooting? OK. It does really need a Wi-Fi but for in this case, uh, with or without a Wi-Fi connection, what we only need to make sure is that the laptop is connected to the Linksys router that will now function as a parent because we are going to access its web browser interface.
35:00
Speaker 1
Yes. Yeah. Let's see what it is. I was just getting on that. It's it's all in red. Yes. Yeah I have I have that.
36:00
Speaker 2
So you're done resetting the router again for 20 sec, right? Sir, can you check if your T-Mobile it is the gateway. So it should be providing a wireless connection. Can you connect directly to the T-Mobile gateway on its WiFi connection? So there should be another WiFi name that is under T-Mobile. [silence]
36:00
Speaker 1
What? Okay, I, it actually says, uh, yes, T-Mobile, got it right here, it's connecting, Yeah, I'm connected. Uh yeah. Oh, sure. Sure. Yeah. Very strong, Well, I, I mean strong for, where we're at. I actually have a test, I could see what strength we have if, that would help. But everything I click on, pops right up, so, I definitely have a connection.
37:00
Speaker 2
Yeah, can you connect the phone cold, the half, yeah, okay, it's connected. And can you try surfing on the browser or opening an app or doing something like what you usually do with the internet if you have an internet connection? Okay. And how many voives could you feel?
37:00
Speaker 1
three, I think. Oh, I'm sorry. I don't have any connected to the gateway except for one, the main Wi-Fi that goes from the gateway to my router. It is Wi-Fi connection, yes. Yes, it is. And it says it has a very good signal on it.
38:00
Speaker 2
how many devices or that are connected directly to the gateway? And in which port Dellink's router is currently connected. Okay. So, you you did connect your phone earlier directly to the gateway, right? To its Wi-Fi connection. Yes. So, the gateway is it working? Like is it providing an internet when you are connected directly to it?
38:00
Speaker 1
your connection to your connection is very good. And so it's pretty strong. Now, um, on this, on my phone, it says, um, it, it, it, this node is showing up as build setup 86A and it's asking for a password. Should I put that password in there? Yeah, I've gotta run. Connect it to what now. Let's see, um,
39:00
Speaker 2
OK. uh, how about if you used,I mean I mean, you used we the. the laptop server. can I take the laptop to other. connect the laptop to the underscore val up set up E 6 a. [silence] OK. um how
39:00
Speaker 1
So, uh, just type that in. I'm sorry. You're still there. Uh, uh, I don't have Wi-Fi. So how am I going to connect it? Okay, sorry. Yeah.
40:00
Speaker 2
yes, I'm still here. So is the laptop connected? Tech and yes, it can see the, uh, develop setup a six a
40:00
Speaker 1
Okay.
41:00
Speaker 2
Okay. Now connect the laptop to that network with or without an internet, it's okay. Now use the password that you can see underneath this router. Or the one that, that will stand as apparent. [silence] So, um, let me know once the laptop,
41:00
Speaker 1
Okay. Let's see if it'll connect. It's working. It said can't connect to this network. Let me, um,
42:00
Speaker 2
Laptop is already connected. Mm-hmm. Uh-huh. Just let me know once it's already connected. How about we do it again? It's actually key-sensitive. So I just really wanna make sure that we enter the right password.
42:00
Speaker 1
Yes. Okay. Okay. V H. V H for M. Okay. V F 4. I'm just checking your the M. MOC. It's working. Okay, it looks like it connected. [silence]
43:00
Speaker 2
Can you try it again? Okay. Okay. Okay.
43:00
Speaker 1
This action needed no. Yes. This action needed no internet open browser and connect. Okay. Okay. 192 dot okay.
44:00
Speaker 2
connected but no Internet. Okay, open a browser, sir. Because the laptop is already connected, I want you to open a browser. And then on the URL bar or on the address bar, type in 192.168.1.1.
44:00
Speaker 1
Okay 192.168.1.1 yes. Okay I did. I says Linsky. Why am I getting a warning when I try to access my router setting in a browser? Let me go down here and see. I do.
45:00
Speaker 2
So that should be 192.168.1.1. And then just press okay, so from your keyboard. Okay, so, uh-huh. Okay, do you have the option to tap on continue, proceed, or show more? So, just continue the press. Okay. Tap on continue or proceed.
45:00
Speaker 1
Well, uh, I hit continue down here. Your connection is private. That's fine. So, uh, a warning sign says your connection isn't private. Uh, no, it just said it. Advanced. Yes, I'll hit it. Okay. Continue to lens kit. Um, okay. So, okay. Uh, sign up page.
46:00
Speaker 2
No. So, do you have the option to proceed or advance? Okay. Okay. Tap on advance. Yes, sir. Continue. So, which page are you in to right now? [silence]
46:00
Speaker 1
Access develop. I do, yes. well, let's do that again. Oh, okay. Okay. All, all lower case. Okay. Okay. And sign in. Okay. I'm on a different page now. With [silence]
47:00
Speaker 2
Okay, access a loophole or uh, do you have the option there to put in the router password? Okay, on the Router uh no, it's okay, sir. On the Router password, sir, I want you to type in admin. Yes, all lowercase admin A D M I N. Okay, and then just type a now sign in end. [silence]
47:00
Speaker 1
Does network status. Linsky home go ahead. I'm sorry. I'm not sure where to go from here. [silence] Yes, I'm there. [silence] They do, yes. Okay, router settings, Wi-Fi settings. Got it.
48:00
Speaker 2
Okay. Uh, and let me know where you are, so just, just let me know if you are already on the page where you can see the device list, those white boxes, those white boxes. Okay, under the first box, sir, that says network status. All of them have a check mark, okay. Okay, they all have a check mark. Now, sir, can we, uh, on the left side of your screen, under router settings. Look for Wi-Fi. Okay, top on Wi-Fi setting.
48:00
Speaker 1
all right uh uh 2.4 is that what you're. asking all right oh I'm sorry okay yeah so five there's another five down there so three there's there's a 2.4 and a five and a five correct
49:00
Speaker 2
After you tap it, how many Wi-Fi names are showing up, or how many bands can you see? Okay, two point four. Yeah. So how many of them are here? Can you see? Can you see the 2.4? Can you see the five? You probably can't see the five. Okay, so you have two point four, and then five GHz, one, and then five GHz two. Now, how many network name do you have before? Do you only have one name, like Ruth? Yes. R U T H.
49:00
Speaker 1
Okay, let me go back up here. I don't see Ruth. The Wi-Fi names all say fell set up A6A. I want to say yes, everything I do is on the roof, so I would say yes.
50:00
Speaker 2
these well up yet so what I'm actually trying to ask, sir, is previously like before, how many network name did you set up before? Did you set up all three bandwidth like they are do they share the same Wi-Fi name like the word Ruth H. Okay, so all of the three bandwidth before shares the same Wi-Fi name. So do you you wanna do it like do you wanna do it like that right now?
50:00
Speaker 1
I, I'm not a hundred percent on whether they all share that same name. I No, I did the previous parent. Yes. Okay. Okay. Okay.
51:00
Speaker 2
Oh, okay. So are you the one who set up the previous parents or is did someone help you out? Okay. So, um how about with this one, sir? Okay. So that, um you're not going going to encounter any problem. Change the Wi-Fi names for all of the three bands. Make it under the name Ruth. And then regarding with the password, use the same password. So use the same Wi-Fi name for 2.4 upper till 5 Hz 2. Same as the password, use the same password that you have before on the Wi-Fi name under Ruth. So, just let me know once you're done.
51:00
Speaker 1
and go ahead and hit apply. and. yes never do. Okay, it's asking me something. Should I say yes to it down here? [silence] Wi-Fi, name, room fire, Taiwan, Bell tube. Uh, Okay, I got.
53:00
Speaker 2
Yeah, yeah, but before you hit applied, can we please double check the password? So there is an I icon that you can tap on it so that you can view the password that you entered, let's double check it first. Like they all now have or do they all share the same password? Okay. Now tap on apply. Yes. Stop on yes.
53:00
Speaker 1
It said rather is applying changes. Okay. And I hit okay, so it's the screen is a little bit dark, so it must be working. No, it's still red. Solid red. Yes. Right. It says rather not found, you are not connected to the roster.
54:00
Speaker 2
So after you tap on yes, what are the other options, sir? [silence] And can you also check sir, the LED light of the new parent node? Is it flashing? [silence] Okay, it's still red like solid red. [silence] So let me know sir, once the changes is done on your laptop, because uh we'll be checking on something here. Okay. Now go to the Wi-Fi settings again of your phone and then look for the network name that says [silence]
54:00
Speaker 1
Okay. Yeah, not showing up. Hang on. I'm searching again. Here's. Okay. Ruth is there now. It says.
55:00
Speaker 2
Okay. Can you connect the laptop to that network name? [silence] Uh-huh.
55:00
Speaker 1
Connected? Yeah, I know what you're talking about, but no, it just says connected. Okay, I can do it on my phone, is that okay or not? Okay, okay.
56:00
Speaker 2
okay opening another tab on your web browser I've done that now let's do it on the laptop her
56:00
Speaker 1
OK, I'm trying to find speed test on my laptop. I'm not exactly sure where to go to find that. How about, um, Go ahead. OK. Yeah, it's working here.
57:00
Speaker 2
you can try the speed Net or or the dot com. You can try both of those speed tests. So just open another on your web browser. Okay, and then on the URL bar type in speedtest.net. How about you try? Fast.com Frank, alpha, Sam, Sam. Frank, alpha, Sam, thomas.com. Yeah, fast.com, fast dot com.
57:00
Speaker 1
Yeah, and that's okay. There's, uh, press play to player, checking the network. I guess, uh, I mean, it's not connected right now. Yes. Okay. Okay. It's still red.
59:00
Speaker 2
Okay. So it's showing that they are not currently connected. Okay. I'll be putting the call on hold for like another three to five minutes, just to check on something here. And then try to observe the LED light of the child node that will act as a parent, okay? Uh-huh. Uh sir, by the way, before I go to put the call on hold, can you go back to the main dash
59:00
Speaker 1
Yeah, I think uh, hang on. Yeah, I I unfortunately, I think I um, erase that. I think I got out of that. I can't pull it back up. I am still connected to roof, yes. [silence] Okay. Bear with me a sec here. I got to plug this laptop in. Okay, let me make sure this is working correctly. Yeah, sorry, I hadn't plugged my laptop in. I was run out of power. Okay, so uh check, I'm still connected to Ruth. So where do we go from there?
60:00
Speaker 2
Well, no.
61:00
Speaker 1
okay good okay did and we I go down hit continue and that ok and now it's looking for the router password is the
62:00
Speaker 2
And then on the URL or on the address bar, type in 192.168.1.1. So that should be 192.168.1.1. And then just proceed or hit on enter. So same process. Yeah, continue, advance and then proceed. Same password admin.
62:00
Speaker 1
Oh, admin. Okay. Okay. and it's working. It's, um, it just says waiting. It's working. So I'm in now. Check marks, yes. Yes. Correct. There's two check marks. Yes. Okay. Okay. Okay. Okay. Okay.
63:00
Speaker 2
Yeah, a d M I N. Yeah. Uppercase. So. a h are you in. [silence] Okay, So under network status. Both are, I mean, everything has a checkmark. Both of them like the this device, router and internet. Okay. Okay, now sir, under connectivity. It's still under router settings.
63:00
Speaker 1
Okay. So I'm under router settings and then go to Wi-Fi settings or something else. Okay. Okay. Okay. Okay. Okay. Yes, this there says firm notes are up to date. From where update. I don't see any numbers. I do. Okay.
64:00
Speaker 2
stab on the right side you should be seeing firmware update something else go with what you already have, after you've topped on connectivity look at the right side and look for firmware update can you view those numbers? Can you see the word details and an arrow facing down? Six- on that Err
64:00
Speaker 1
Minsky is 18427, current version 2.1.3.20.213678. Yes. Okay. Check up. Yes, solid, not, not at all solid red. And my Wi-Fi, my gateway says it's very strong signal.
65:00
Speaker 2
[silence] So that the current version will appear. 216892. okay, give me one moment. And the LED light of the parent node is still solid red? like it's not changing it color. Two one six eight nine two. So it's firmware. Uh-huh. But when you tried to run the speed test earlier, did you [silence]
65:00
Speaker 1
I did not. I'm not sure I've finalized that. not sure what happened. You want me to try it again? On the same screen I'm on now or somewhere else? Okay, I'm going to go back one. So I'm back. Okay, so I'm back to the screen where it says Continue.
66:00
Speaker 2
[KEEP_UNCERTAIN] You weren't able to get any results? It came out okay. So, um... No, I'm sorry. Don't touch anything. Just Okay. So what I want you to do next is... Can you go back again into troubleshooting? I mean, can you go to troubleshooting? Uh, no. You need to go somewhere else. You need to go out from there. And then look for troubleshooting. Okay. So let me know sir, once you're already in again, okay? Okay. Go to troubleshooting. It's still under router settings. Okay. Then look for diagnostics.
66:00
Speaker 1
Yes. I'm there. Okay. [silence] Yes. All one word or?
68:00
Speaker 2
okay. Now, I want you to tap on it. Uh, give me one moment. Okay. It should be asking for an email, right? Okay. Now, put in this email address. That should be routerinfo@Linksys.com.
68:00
Speaker 1
It will link to small me. I'm never sure how to spell that. Okay. Okay. I got routerinfo@linksys.com. Okay. Send.
69:00
Speaker 2
One Word router info@linksys. com E-L-I-M-A India N-Ovel Kilo Sam and end Kilo Sam. Yeah. So, uh let me just go ahead and wait for it if if i would going to receive it. [silence]
69:00
Speaker 1
I am going to fail to curing. The email. I'm I'm looking at again router or info, I, Nfo at.
70:00
Speaker 2
Okay, so did that go through? Hello? How about with this one, sir? Instead of router in focus, I may not going to receive it. How about you use this one? Customer support.
70:00
Speaker 1
All right All right, customer support at linksys.com. OK, here we go. It's working. Now, it says it failed also. [silence]
71:00
Speaker 2
I did, sir. Let me know, sir, once you have already sent to dot com. So that that's customer support at Lynx sis dot com
71:00
Speaker 1
I'm doing it again. Is it working? Okay. All right. I got it.
72:00
Speaker 2
Yeah [silence] can you do it again sir? So once you've tapped on share router info at linksys.com [silence] it will ask for an email address [silence] use the email customer_support@linksys.com
72:00
Speaker 1
Yeah, it's just, this will be the third time I'm trying it again. It says it failed. It's. I mean, it's.
73:00
Speaker 2
Yeah that's the one. Okay. ASR under the router diagnostic information sir there should be the a words or a sent.
73:00
Speaker 1
Let me go back here. All right. so I'm at troubleshooting again and then diagnostics and where am I looking now? got it right here, yes. IPV4, yes. 192.168.50.74 You know, there was a little box that it asked you to click when you share, when - should I have clicked that, uh share router info with Bentley. I didn't click that. Should I click that to send that?
74:00
Speaker 2
Internet address. Look for Internet address. Can you see an IPv4 numbers? Yes. Yes, sir.
74:00
Speaker 1
Okay. Maybe I'll try to send that again. Yeah, yeah, I, I did. I, I did. It's still customer.s.mitski.com. L-I-N-K-S-Y-S-Y-M. Yeah, it's it's it's it's correct. Everything's spelled correct. It's just not going through. [silence]
75:00
Speaker 2
I should have a check mark on it. Yeah, make it make it active, put a put the check mark on it, and then repeat the process. Link. So, like, is it still failing? Got it. Or do I need to just rc oops. Yeah, I'm gonna cut the live. All right.
75:00
Speaker 1
It is still failing. Yes. OK. OK. All right. Http P as in Paul.
76:00
Speaker 2
How about with this one sir? Can you open another tab from of I mean off your Google browser. And then I want you to type in this HTTP HTTP forward slash forward slash Yeah, oh oh it.
76:00
Speaker 1
okay I'm sorry. I'm sorry over HTTP okay and then was it okay okay okay sorry sorry sorry yes h once one one six eight dot okay I'm there
77:00
Speaker 2
Tocar Tango Tango Bola: [silence] forwarded slash forwarded slash 192.168. into 168.50 [silence] So that should be age.
77:00
Speaker 1
Oh, Lordy. Hey, hang on a second. Sorry.
78:00
Speaker 2
At 5 0. 7 4. 1 9 2. 1 6 8. 5 0. 7 4.
78:00
Speaker 1
I'm working on it. It's a neat. Okay. Okay. I was back to the one six eight. So one six eight dot and start over there again. Let's see. Okay. Okay. I'm sorry. Okay.
79:00
Speaker 2
Put it in all registered so the http://192.168.50.74/sysinfo so that's S Y S I N F O Oscar.
79:00
Speaker 1
Yeah. Okay. Okay. I'm there.
80:00
Speaker 2
C like Charlie, G like George, I like India. So that should be HTTP colon forward slash forward slash 192.168.50.74 forward slash Sysinfo dot CGI. Okay. And then just press enter from your keyboard. Okay. It should be asking you for a username or password.
80:00
Speaker 1
[KEEP_UNCERTAIN] Well, whenever I hit, whenever I hit enter, that did not. it came, it came back up as Linskey thing again. Yeah, whenever I hit enter, it came back up as 1-9-2, 168.50.74 and then it has a lot of different things that I did not punch in. Okay. All right. Yeah. I will. Thank you. [silence]
81:00
Speaker 2
Okay. Um, I'll be putting the call on hold for like 3 to 5 minutes. I'll get back to you, okay? Thank you so much. Uh, please stay on the line. Okay. Jim. So thank you so much for patiently waiting on the line. So I did actually double check every single thing that what we have done so far earlier. So it seems like the router is already online. It's just that it's showing a red LED light. But on what you have confirmed earlier, under network status, router is connected internet, is there, and the router is also receiving an IP address from the gateway that actually means one thing as well that the internet is working. And there is actually also a report regarding with this one that uh routers are actually um staying or the LED is actually staying on solid red, but widely connected directly to the gateway or a modem. And it also providing an internet. However, it will going to stay on a solid red LED light display. And um yeah, because for this one, uh really, uh jim, since this router or the router that you have is no longer receiving any update. So that is why it's actually also acting up like this. So basically you're not the only one who is who is like, you know, experiencing this uh this kind or this type of an issue with the router that the routers are working, but it will only show.
81:00
Speaker 1
Well, uh, I just checked, uh, like, uh, a lot of- I have some cameras and things like that and they're all showing no internet signal. So, um, I guess what you're saying is that node is working, it's just gonna be red and, and not the normal, green color.
87:00
Speaker 2
led, the The network name that says Ruth is visible, to all of your devices, not just on the laptop. Uh, because you just, I mean, we just did actually change the parent node instead of the previous one. So what you need to do right now is to reconnect all of those devices back to your network. [four seconds silence] Yes. Yes, not the normal, you know, I believe on this
87:00
Speaker 1
Well, when it was when it was a secondary and not the parent, it was that green color. Okay. Uh, I I'm sorry, you're saying it's working, it's just going to be red. I I don't care about the color, but. Um, okay. So let me ask you this, um, I just, it says I'm connected to Ruth. And I did a speed test and the speed's very strong, so evidently it is connected. I guess it is.
88:00
Speaker 2
version it should be like um a aquatic green color or blue and not red yeah it should be solid green instead of solid red so yeah but in this I'm sorry yes it is working but it will it will show solid red
88:00
Speaker 1
connected to the Wi-Fi. okay. Eh, I don't have a way to, is there a way to really test us to see if it's working, I guess? I did and the speed test was good. The speed test was good. So, okay. All right, well, I've got a couple of things I can hook up to it to to see if it is working and I guess uh, I guess everything that I had on the old
89:00
Speaker 2
Yes, it is connected to the Wi-Fi, the internet is working. But for this one, the only thing that I can really say is just disregard the red LED light coming from the router, because it is working, the internet is working as well. I know it's kinda real, it's kinda a little bothering to see that the LED light is showing red, but yes, it is working. You just run a speed test earlier, right? I'm receiving. Yeah.
89:00
Speaker 1
parent node I have to redo and put it on the new one. Is that correct? Okay. Okay. I'll start that. You see how that works then. for me right that down. Thank you. 1 3 7 4 6 6. Got it. Okay. I'll give this a shot.
90:00
Speaker 2
Yes sir. Okay. So, uh, yeah, thank you so much sir. And and whenever you need to call us back, just give this ticket number. That is 1 3 7 4 6 6. Yeah. Mhm. 4 6 6. Yeah. Yeah. because I will: because yes sir, give us a call back if you're having any problems. And I will be also uh putting the uh the incident report about this one, because this is not actually the first time that we receive a report regarding with this one. So uh.
90:00
Speaker 1
Okay. Okay. All right. Thanks for all your help. We'll see how it works. Thank you. Bye.
91:00
Speaker 2
Yeah, thank you so much, sir. Have a good one. Bye for now.
91:00