V2 Rubric Detail — 27a56dc0-6115-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 19:31
Duration
73m 1s
Contact
Mark and Jacque Halverson
Issue Type
Internet/WAN Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00132459
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WRT54G2_No internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall95.8% (+39.8)

V2 Grader Summary

The agent fully resolved the issue by correctly setting up the MX2000 mesh system, guiding the customer through reset, pairing, and Wi-Fi connection. Despite minor technical inaccuracies in reset duration and LED description, the outcome was successful, with all nodes online and customer satisfied. No escalation was needed.

V1 Case Analysis

Resolved MX2000 mesh setup failure after full reset, cable correction, and 5-press pairing; all nodes solid blue, Wi-Fi functional.

Troubleshooting Steps
  • Collected model and serial information after initial confusion.
  • Instructed power cycling of modem and router.
  • Guided factory reset of MX2000 (incorrect hold time).
  • Identified and corrected incorrect cable placement in internet port.
  • Performed 5-press pairing on parent node (misdescribed as reset button).
  • Verified LED status on all nodes (solid blue).
  • Assisted customer in connecting an iPad to the new Wi-Fi network.
Key Observations
  • Call duration exceeded 70 minutes with multiple long silences and rework loops.
  • Agent incorrectly instructed 30-second reset instead of ~10 seconds for MX2000 [21:00] (KB: 10 seconds).
  • Agent misdescribed post-reset LED state as solid purple instead of solid blue [22:00] (KB: solid blue for MX2000).
  • Agent incorrectly described 5-press pairing method as using the reset button instead of the pair button [31:00] (KB: 5-press is on parent router).
  • Agent failed to create or cite a case number despite initiating case creation [02:00].
  • Customer had to self-identify cable misplacement error at [39:00].
Positive Highlights
  • Successfully diagnosed and resolved mesh setup failure resulting in solid blue nodes and confirmed internet access.
  • Patiently guided customer through full mesh rebuild despite technical inaccuracies.
  • Confirmed resolution by having customer connect device to Wi-Fi and browse internet.
  • Maintained courteous tone and allowed customer time during physical tasks.
  • Correctly identified need to disconnect old WRT54G router from modem at [10:00].
Agent Errors / Gaps
  • Incorrect reset hold time (30 seconds instead of ~10 seconds for MX2000) at [21:00] (KB: 10 seconds).
  • Misdescribed post-reset LED state as solid purple when MX2000 shows solid blue at [22:00] (KB: solid blue).
  • Incorrectly described 5-press pairing method as using the reset button instead of the pair button at [31:00] (KB: 5-press is on parent router).
  • Failed to confirm warranty status with a lookup despite claiming customer is in warranty at [47:00].
  • Did not provide a case number or document the interaction in HappyFox at [02:00].
  • Allowed long unexplained silences and failed to maintain call control throughout.
  • Did not catch customer's cable misplacement until customer self-identified at [39:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 100%
Customer confirms all nodes are solid blue, successfully connects iPad to Wi-Fi, and ends call with appreciation and offer of positive review.
R2 Met Diagnostic thoroughness conf 95%
Agent guided modem power cycle, correct cable connection, factory reset, 5-press pairing, and LED verification — all logically sequenced and aligned with KB procedures.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT54G as obsolete and unsupported, then focused on the in-warranty MX2000, providing best-effort setup without dismissal.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent asked about Wi-Fi password location, LED status, cable connections, and confirmed port usage — building a logical diagnostic path.
T2 Met Appropriate tools / resources used conf 90%
Agent used correct KB knowledge (LED meanings, reset, 5-press) and did not skip any required tools; remote access not needed for this hardware setup.
T3 Partially Met No misinformation conf 85%
Agent instructed 30-second reset (outside 10–20s KB range) and gave conflicting LED expectations (first said solid blue, later solid purple for ready state).
Communication
C1 Met Clear & professional language conf 95%
Agent set clear expectations (timers, hold periods), maintained control, and managed transitions smoothly despite customer pauses.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated steps clearly, and confirmed understanding; adapted to customer’s pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case from start to finish, performed all troubleshooting, and did not transfer or avoid responsibility.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps with timelines (e.g., 'wait 3 minutes', 'power on modem'), and followed through until resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent showed consistent empathy ('you're doing good', 'thank you for waiting'), remained patient, and ended warmly.
X2 Met Tone & rapport conf 90%
Agent matched customer’s slower pace, allowed time for actions, and checked comprehension after key steps.
X3 Met Overall experience conf 90%
Agent minimized customer effort by guiding each step, avoiding repetition, and handling complex actions verbally.
Call Transcript102 turns · 113 lines
Speaker 1
Yes. I have no internet. I was talking to Spectrum and they told me to call you. Because [ silence ]
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device's serial number ready. For assistance. Press one now. For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thanks for calling Linksys. This is El. How can I help? [silence] Okay then.
00:00
Speaker 1
We keep getting no password, and I keep putting the password in, and it does not take it. The model number. Okay. C as in cat, S as in Sam, V as in Victor, uh, 01H3R0213. What's the what now? Z1. Yes. Yes.
01:00
Speaker 2
okay i see can i have the serial number of your linksys router uh serial number ma'm thank you so much and what's the model number of this one ma'm the model number showing here is w r t 5 4 g 2 is this the model number on your router right now
01:00
Speaker 1
One, can you have an, jackqe Hallerson at gmail.com, it's under Mark M-A-R-C and Jackie J-A-C-Q-U-E-L-Y-N actually Halverson H-A-L V-E-R S-O-N
02:00
Speaker 2
Okay. Okay. Let me create a case ticket for some for a metadata. Can I have an email address. And first name and last name, same on the email. Okay. And this is the best call back number in case the call gets disconnected, right?
02:00
Speaker 1
Yeah, 751? Correct. Correct. Yeah, and Spectrum said the Internet's coming in fine. We reset the modem. We did all that, and it just... It keeps coming up and it will not let us put a password in. It says password incorrect, and... I don't know if we need a new... I have a new pass... I don't know. Let me look here.
03:00
Speaker 2
All right, so what happened mem prior to the no internet connection? do you see any Wi-Fi password at the bottom of your linksys router? Okay, have you used that one?
03:00
Speaker 1
Uh, there's some other numbers, but I don't know what they. There's just numbers. Wifi name. I do not. Now, there is an MAC address. Um, we've had this box for a long, long, long time. Yeah.
04:00
Speaker 2
How about Wi-Fi name and Wi-Fi password.[ silence ] Do you see anything there? Okay, let me just double check. Yeah, I actually checked it here on the system. So you had it like around 2009. So probably what happened is that just like to probably there's actually like an Internet disconnection happened. And then that's the reason why the router get this is connected to the internet and then more likely, um, it's a software issue already for the WRT54G. So, um, this one is actually part of our first generation router. Um, what we can only do here is to reset and then reconfigure it to, so you can create your own WiFi name and, um, own WiFi password again to associate with the with this router. However, um, there's actually like a 50-50 chance that this router will connect back with Spectrum since once this router gets disconnected to the internet, um, more likely, um, it's not gonna be a guarantee because, uh, this router is actually holding a an older um, WiFi technology, which is more likely WiFi for. And right now, um,
04:00
Speaker 1
Okay. Okay. Well, I do have... Okay, let me ask you this. I do have another one that we tried to connect a year ago and we couldn't get it, so we just left it. And now I can get it...
06:00
Speaker 2
Like around August of 2025, Spectrum or most of the internet service providers right now along US are actually trying to upgrade their system to cope up with the newer Wi-Fi technology which is, um, Wi-Fi 6, Wi-Fi E and Wi-Fi 7. So, these routers are actually already behind and then the firmware of this router is already outdated. So, that's what we can only do since we also stopped supporting the unit since around, um, 2022. So, we no longer support so that's been a while already. So, I think you might need to consider ma'am getting a new router so it will be much more easier for you. Okay. [silence] Um, [silence] um.
06:00
Speaker 1
_out one, that one. I'm just looking here for a serial number. It's five- Zer- D as in David, one-Zero-M 25-C 5-8-0-6-1. On this one, I have three of them. And what happened was we started this up and every time it wouldn't- we left the other one plugged in because it won't._
07:00
Speaker 2
[silence] What's what? Can I have the serial number of that one? Okay. All right. Let me just double check that one here. Mm. Okay. So this is the MX 2000. How many do you have for the MX 2000? [silence] Okay.
07:00
Speaker 1
We work, we couldn't get it to work. So I do have it plugged in. But I the other one is plugged in too, the old one. Okay. Okay. Okay. Okay. Yeah, I do think I can do it. Okay, I'm going to
08:00
Speaker 2
Hmm.D.M. yeah So would you like to troubleshoot this one right now or would you like to do it some other time Well, I know that you can actually do it
08:00
Speaker 1
Just a second here. I'm going to grab a plug in for my phone cuz I don't want my phone to go dead while we're talking. Oh, just one moment. It'll just take me one second here. Just a sec. So Okay. Are you there? Okay, I'm gonna put you on speaker. Okay, so what am I gonna be doing? Is the web now? It is still connected. Okay. Sounds. Okay.
09:00
Speaker 2
Yeah, I'm still here. I'm still here. Okay? Okay. So, um, right now, the, WRT, is that still connected to your modem? Um, is the old router still connected to your modem? All right. So we will disconnect that one, ma'am, and then we will replace it with one of the EMAX 2000 that you have.
10:00
Speaker 1
Okay, so unplug all the cords on the modem, that I have, now. Okay. On the old one. Okay. Okay, so disconnect it from the modem. the yellow one. Okay. Disconnect that one from the router. Is that what you're saying? Okay, just a sec.
11:00
Speaker 2
Just the router. Yeah, um, disconnect the old router, but you can remain the cable from the modem, and then connect the other end of the cable at the back of the MX 2000. Uh, you have their a port that is internet, which is the yellow line, that is where you connect the line from the modem. Yes. The old one. Uh, yes. Disconnect the one from the router. Uh,
11:00
Speaker 1
Well, it doesn't want to come out. Are you there? Okay. Okay. It's just taking me a minute. I can't get it out of the router. OK. OK. I'm going to set the. OK. see if you can get this. Yellow. You can get this. [silence] OK. OK.
12:00
Speaker 2
Okay, that's fine. Take your time. Let me know once you're able to do it. I'll be here.
13:00
Speaker 1
router. He's gonna get that on. It's a picture. Okay. This is what? Can I pull this out? That's the right thing. Yes, it would be. It's the only thing there. The other one. Okay, got that unplugged. Okay. Okay, just a second. Is that the new one? Is that going to be yellow also or is it white? Okay. Okay, so I need to take that. Back where it was. And then take this yellow one off of there.
14:00
Speaker 2
okay and then kinex whenever you're ready you can connect the new router to the modem make sure that you connect it to the yellow port of the length said router um yellow it the yellow line that has a label internet
15:00
Speaker 1
I'll turn by the plug. Okay, so the yellow cord is going to the router and it's going to the Linksys new one. I have the new family. System going to the modem. Is that correct? Right.
17:00
Speaker 2
the
17:00
Speaker 1
Right The, the, uh, okay, the modem, the old linksys modem, should that still have a yellow quarter in it? Okay, it goes to the new one. Oh, K, okay Can you just connect that, totally? That's, um, killing my Ebola. Okay, the old one is totally disconnected.
18:00
Speaker 2
Run a cable, going to the links is uh new going to the new links is router where you connect it to the yellow port right of the links is. No. That's that one should be totally yes uh that that old router, that old links is router that you have, that one should be totally disconnected and set aside. Okay?
18:00
Speaker 1
The new one is connected to. The new one has the yellow cord in the back of the modem and in back of the new lenses. It's red. Blinking. It is totally unplugged from the modem. The router is still... Well, it's just connected totally.
19:00
Speaker 2
All right. Okay. All right. So our focus now is just the spectrum modem and then the new modem, uh, new Linksys router. Uh, we will no longer be focusing on the old one. So, um, what's the LED light of the new Linksys right now? Red. Okay. Um, can blinking. Okay. Can you turn off, ma'am, the modem, the spectrum modem? Can you unplug that one? No. No. No. No. The, No. The modem itself, um, the spectrum modem, can you turn that one off?
19:00
Speaker 1
Oh, turn it off. power. Okay. Okay. Okay. Okay. It's unplugged? So you tell me when. Okay. Okay. Yeah, I see it. So push that.
20:00
Speaker 2
The modem, the Spectrum from the Spectrum box where the Linksys router is connected. Can you turn that one off? Yes, turn it off. We will, um, we will turn it, yes. We will power it down for three minutes. Let me know once you unplug it. Okay. Okay. Yeah, let me set the timer for three minutes. And then while we are waiting, um, I want you to reset the Linksys router, the new one. Um, underneath it, underneath, you have the reset button. Can you check if you can locate it? Okay. I want, yes, I
20:00
Speaker 1
I did. 30. Okay. Okay. Okay. Okay. I'm going to set the phone down. [silence] It hasn't.
21:00
Speaker 2
you can use a paperclip or a pushpin to assist you with the reset, uh, if, but if you can, reset it using your finger then that's fine. um, just press and hold it for, okay. So press and hold it for 30 seconds. Um, once you start holding the reset, yes, 3-0. Once you start holding the reset button, you will notice that the LED light will blink red three times, and then the light will go off. Wait for it to turn to solid blue before you let go of the reset button. Okay.
21:00
Speaker 1
Okay. I'm the one that's flashing both. For the other one. Okay. I'm not up on all this. That's all
22:00
Speaker 2
Okay. Okay, let go now, since it's blue. Yes, you can let go. Okay, that's fine. Let's give it some time to recover. Um, the LED, once, this one is, once you, properly reset this one, the LED light should turn to solid purple. So we have like 50 seconds left, before we turn on the modem. Yes.
22:00
Speaker 1
bear with me.
23:00
Speaker 2
You're actually, yes, that's right, Norris, you're actually doing good. Okay. That's a good sign, right? That means that you, proper, uh, you have successfully reset the router. And we have, um, yeah, just in time, it's already four minutes, so you can power on now the modem. Yes.
23:00
Speaker 1
Mmm. Okay. Okay. Okay. Yeah, it says power. Okay. Well, I should have. Yeah. Um, but there's no other life on. It's just on. Okay.
24:00
Speaker 2
Okay. So let's give it some time. Let's make sure first that the modem will stabilize and then I will let you proceed with the setup process after the modem is online. You have an LED light indicator on the modem, right? Like if okay. And then you have also like an LED indicator for the Internet. I think that's below the power. I think it um. Okay. I think you have like an online LED. So let's wait for it.
24:00
Speaker 1
I think I've seen other lights on it at one time or another. [silence] Oh, now there's another light came up. [silence] Online it says. Okay, so that'll turn blue. Okay. Okay. I'll let you know here as soon as it does. Okay, okay, sounds good. Thank you. I'll let you know when it's blue. Okay. Okay. Okay.
25:00
Speaker 2
Okay, below the power. Okay. That’s good. So, that is the one that we have to wait for solid blue. Then, we’ll proceed with the set up. Yes. Solid blue. Ah, okay. But, if you need to do something else while we were we’re we’re actually waiting, you can take your time, okay? I’ll just be here. All right. You’re welcome. Okay. Okay.
26:00
Speaker 1
and I don't argue with me. the Should it take this long? It's not the online. Okay.
27:00
Speaker 2
Usually, that will take some time. Is it still blinking?
29:00
Speaker 1
My new Link Ski is kind of a hot pink, purplish color, and then the other is the power's on and it says online in white, but there's no blue, and it's not flashing. It's kind of a hot pinkish lavender color. And then there's that's not blue. It's power on one line, and then the one underneath of it says online lit up, but there's nothing flashing. It just says online. They're both white. Yeah, solid white. [silence]
30:00
Speaker 2
okay that's that's solid blue uh not the Linksys uh let's go to the the spectrum modem uh okay what color is the online okay oh white okay so okay that's that's solid white right okay that's good that's good
30:00
Speaker 1
Yeah, correct. Right. OK. Yeah, five times. OK. [silence]
31:00
Speaker 2
that's fine, as long as they're solid. So, um, them not on the links, his router on the modem you have the power L E D solid white and then the online L E D solid white. Okay. All right. So, I guess we can start now, ma'am, with the set up. So, let's proceed with the, um, M X 2000 with the links, his router, which is like a pink, um, like purple or magenta. So, um, earlier, um, earlier, I let you press and hold the reset button of that one. This time, um, we'll go back to we'll go back to the reset button still, but, um, you will not be holding the reset button. I want you to press and hold the reset button five times. Uh, not too fast. Yes, not too fast, not too slow, just a minimum amount of speed. The interval is one press per one second. So, do it five times.
31:00
Speaker 1
And that's on the reset button. Okay. Okay, let me just, okay, just a minute. Okay. Now my light on top is solid color. Flashing a little bit. Okay. Okay.
32:00
Speaker 2
Yeah, that's the reset button. It's flashing. That's good. So, that means that that one is trying to communicate with your internet service provider, the modem. So, let's give it some time. Once this Linksys router is online and connected, once it's successful, that LED light should be solid blue. [silence] It might take a little. [silence] It might. [silence] It might take a little.
32:00
Speaker 1
O-K, O-K, O-K, I'm gonna set my phone down. Okay, a solid blue.
33:00
Speaker 2
Take another minute. So you can take your time. Okay. [silence]
33:00
Speaker 1
Now it wouldn't. Okay. Okay. So it's still working on it then. Okay.
34:00
Speaker 2
All right, so let's give it some time like um let me set a timer for at least three minutes, so yeah, it went it will actually turn red and then the final L E D. So yeah, it's still working on it, we're still within the time frame. [silence]
34:00
Speaker 1
So the cord from the new Linksys that goes into the back of the spectrum, is there just one cord? Just the yellow. Okay. Okay. Just want to make sure. It's still flashing red.
37:00
Speaker 2
Just one cord. Yes. So at the back row, just the yellow. Yes. And what's the LED light of this router right now? Still solid red? [silence]
37:00
Speaker 1
One yellow cord and the same yellow cord goes into the other. new one, the new Linksys router, yes. And there was also a white cord coming out of the Linksys and that's still coming out of there. You know what I did?
38:00
Speaker 2
red, okay. [silence] You only have one yellow port at the back of your spectrum modem mom, right? Okay, to the new linksys router. Okay. [silence]
38:00
Speaker 1
Didn't take it out. The white one. And the white one is on where it says internet. Is that where the yellow one should be? Okay, just a second, because I think we have that wrong. Uh, if I can get it out, no. Okay. Okay, I think that's what made the difference.
39:00
Speaker 2
that is where the yellow one should be to the internet port okay ah okay all right so we have to reset again the new link to the router
39:00
Speaker 1
Yeah, it's now it was flashing blue. Now it's solid red and we'll just see what happens. Yeah, I happened to look down and I thought, you know, there's a white cord coming out of there. So we had the the places. Yes, it's on the internet and it just turned solid. Blue. Okay, okay. I'll just leave you un. Yeah, thank you.
40:00
Speaker 2
on the new links his router right now. We are on the correct port where it has a yellow line labeled as Internet, right? Okay, that's good, so let me set a timer for that one for at least three minutes to make sure that that one is stable solid blue. All right, so okay, so yeah, I'll put you on hold first also, I'll just grab some water, okay, I'll be back. Okay, thank you. Hello ma'am. Okay, so um yeah, um thank you so much for waiting by the way. So
40:00
Speaker 1
solid yellow blue I mean solid blue [silence] yeah I have one in the living room and I have one in the downstairs okay so do I do I unplug them or what do I do [silence] okay and that'll take care of okay
45:00
Speaker 2
Ready for minutes. So how's the router so far? Is it solid blue? Okay. That's good. That's good. So that means that that one is already online. Where is the other two nodes that you have for DMX 2000? You've mentioned that you have three, right, of this new one. Maybe we can grab those two so we can connect it to the parent node that is online now. Yeah. Yes. Just unplug them and then gather them up and then plug them in where the parent node is, at least five feet or within the same location where the parent node.
45:00
Speaker 1
and get the other one. M Fellowship, we'll get it. Sitting on the ledge, I think. Okay. Here I come with one. So then plug this one into the wall here. And the first one turned blue. When I plugged it off. It's blue. It's kind of blinking a little bit. So, okay. And then I'll plug the other one in here too. He went to go to.
46:00
Speaker 2
Okay, take... take your time. Okay. So, um, solid blue? Solid or blinking? Okay. So let's give it, some time to recover. I believe that one will turn blinking red later, but that's fine. Let's just leave it for now.
46:00
Speaker 1
So then all I have to do is plug these back in where they were. Okay. I think I purchased these when they first came out and we couldn't get them connected. So we just left them sit. So it's a good thing I had 'em. Okay. Now it's blinking red, the first one. Actually, this guy from Spectrum, when they came out one time told me that these were the way to go. So that's what I bought.
47:00
Speaker 2
yes, once we are able to connect this one to the parent node. yeah, the good thing that you-act-it's still within warranty, so we'll still be able to continue with the setup. okay.
47:00
Speaker 1
Okay, hello. And same? Yeah. Oh my gosh, okay. Okay, so now, um, I gotta find another plugin here that’s close by. [silence]
48:00
Speaker 2
So you had this router for like two years already for the mx2000, right? It's a good thing that you actually took good care of it because it's still working up to now. Okay.
48:00
Speaker 1
OK. Um, the second one is plugged in too. And that's blue, so it's not, yeah. Yeah. Yeah.
49:00
Speaker 2
ok.
49:00
Speaker 1
On the one that flashing red. 30 seconds. Okay, tell me when. [silence]
50:00
Speaker 2
So press and hold the reset button for 30 seconds. Yes, the one that is flashing red. 30 seconds, right? You can actually start counting now. [silence]
50:00
Speaker 1
Okay, I'm going to let it go. And it's flashing blue. Okay. And the. Yeah. Do the same thing to the one that's flashing red? $30. Okay. Okay.
51:00
Speaker 2
yes, you can let go now. okay. so let's wait for that one to turn like, purple, or like, magenta. and then the other, yep, the second child node, I think that is already blinking red now. yes, do the same thing with the, node that is flashing red. 30 seconds still.
51:00
Speaker 1
And yeah, the other one has changed now to that kind of magenta color, so purpley pink. It's solid blue.
52:00
Speaker 2
Okay, let's go NOMM. And then we'll just have to wait for that one to turn to solid purple as well. Okay. But the original node or the main node that we actually first set up, which is the parent node. Um that one remains solid blue, right? That's good.
52:00
Speaker 1
It's still flashing. Yeah. It's not flashing, but it's still magenta. And the other one is magenta also. It's not. on the one we did the very first time. Okay.
55:00
Speaker 2
So the third or the second child node, ma'am, is it like in the house? [silence] flashing? Oh, okay. Okay. That's good. So since we will add that one to the parent node, so same process, let's go back to the main node or main router and then do the five press again. So five press on the parent node reset button. Yes, the one that is solid blue right now. So go to the go to the reset button, press the reset button five times. So one press, one a second in
55:00
Speaker 1
Okay. Here I go. Okay. Now it's flashing now it's white. Okay. The one is blinking red now. And it was magenta. They're both flashing red now.
56:00
Speaker 2
so five times again [silence] okay so let's give it some time [silence] Once the parent node Ma'am recognize the child nodes um the child node will start blinking for the led okay_okay that's that's good so that means that they're trying to communicate with the parent now. So.
56:00
Speaker 1
Okay. And then they'll turn blue? Okay. Okay. Okay, I'll let you know when. Okay, thank you. Yeah.
57:00
Speaker 2
them if you need to do something else within that time frame. Yeah they will turn so once they're able to connect, they, we should be able to see three solid blue on the MX2000. Okay I'll be here. Okay
57:00
Speaker 1
[silence] Okay, they're all [silence] They're all blue. [silence]
59:00
Speaker 2
Okay, that's good. So, we have, like, 2 minutes and 35 seconds left. So, we'll just finish this one, Mom, to make sure that they are stable. and they established a good connection. Yeah, I'll let you know. [silence] <start_of_audio>
59:00
Speaker 1
They're solid blue. I'm going to go out to my iPad here, and we'll see if we can ... Okay. Okay, so ... I'll go to Wi-Fi on my iPad, correct?
63:00
Speaker 2
the timer is up. The nodes remain solid blue? Okay, that's good. So, we will try to connect a device to the Wi-Fi. Do you have a device that we can use to connect to the Wi-Fi? Okay. Yes, go to the Wi-Fi. Yeah, it will not show you the um wifi name that you have before with your old router because that one is no longer working. So you have to look ma'am on the wifi name that is associated with the main one. Um, you have the default wifi name underneath. Can you double check? Usually it will start with velop setup. The V E L O P develop setup. The password is the one underneath the main one. Yes.
63:00
Speaker 1
[silence] for that. But VEL that setup. I don't see a password though underneath anything. Okay. go to the main router. And that's the Spectrum one? No. Okay. Okay, here we go. Set up for wi-fi. password. Okay. So, let's just set that. [silence] Okay. Okay. password. Okay, okay.
65:00
Speaker 2
Go to the main router. you have there the sticker. And then check under neath. No, not the spectrum. one the linksys, the linksys router underneath the parent node. [silence]
65:00
Speaker 1
Okay. Okay, so I put the pass, okay, there we go. Now it's asking for it again. Oh, just a second. There's a lawn, uh. Okay. I think I got, uh, it says joining. Well, then it says not connected. Okay. Yeah, that's, um, let me put it in again in case I had it wrong. Oh. Uh, yeah, it's, uh, the K.
66:00
Speaker 2
Okay. Okay. You tried the - you tried the password that is underneath the main one, mom, right? Okay. Because the passphrase is case sensitive.
67:00
Speaker 1
Okay. And then it's a zero, right? Or I mean a O not a zero. That's my problem. Okay. I got it. I. I do. I do. My email. Oh, my mail. Okay. [silence]
68:00
Speaker 2
Um, it's a zero. There's no O in password or serial number. So, it's, um, zero. Uh, okay, that's good. And then check if you have internet connection. Like, try to browse any website. Uh, okay, that's good. Uh, okay. Would you like me to...
68:00
Speaker 1
So then that would be the password for any of our emails? Then correct. Okay. Now I got a message. Oh, that was an hour ago. Never mind, that was from spectrum. No, let's just use the same one, and then I'll just write it down where the family has it. Okay.
69:00
Speaker 2
uh... yeah, for a while, ma'am. all right, so would you like to use the same Wi-Fi name and password or would you like to change it? uh, yeah, so at least it will be easier for you. In case you forgot the Wi-Fi name or Wi-Fi password, just look on the main router that's connected to the modem, so at least you'll it will be easier for you to look it up. Would you like to try other device? try other device aside from the iPad that you're using. [silence]
69:00
Speaker 1
Yes. Send a message. Oh, okay. Okay, I'll be right back. I'm just grabbing weather I can. I'm going to try this one other iPad here that's not connected, so. So then I just have to do the same thing as that cracked put in the Wi-Fi not connected. Okay. And then enter the password. Okay.
70:00
Speaker 2
Using right now, since we have a confirmed internet. Uh, like try TV, or other iPad, if you have, or other phone. Connect to the... OK. Oh, OK. correct. Now, go to Wi-Fi, select the Valop, and then enter the password.
70:00
Speaker 1
These passwords are so long. And that one works. Everything is for two. no, I'm
71:00
Speaker 2
okay yeah so every device that you have every device that you'd like to connect to the wifi just use the same wifi name and wifi password and you're good the nodes now are online and then would you like to move the child nodes to your preferred location while we're still on call I can still wait
71:00
Speaker 1
I'm good. Okay. Okay sounds good. I really Appreciate that. You send me a Review and I'll give you a good one. Okay. Will do. Thank you very much. Thank you, bye-bye.
72:00
Speaker 2
Okay, that's great. Don't worry. No. Great, but thank you so much thank you for doing everything for this set up. And if you have concerns or additional concerns, yeah, if you have questions or additional concerns, just feel free to give us a call, okay? All right. You're welcome. You have a good day. Now you take care. Enjoy your internet. Bye-bye. [silence]
72:00