V2 Rubric Detail — 29d89980-7611-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 12:25
Duration
110m 33s
Contact
240-493-7220
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (18 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.62/5
Communication0.00/5
Ownership2.50/5
Escalation5.00/5
Customer Exp1.07/5
Overall31.5% (+9.5)

V2 Grader Summary

The agent never restored internet connectivity and provided inaccurate, disorganized troubleshooting. While they eventually escalated and promised a same-day callback, the lack of proper diagnostics, poor communication, and failure to resolve the issue left the case unresolved. The use of a hallucinated URL constitutes a critical technical failure requiring auto-zero.

V1 Case Analysis

Customer reports Linksys Velop system showing solid red LED and no internet after power outage. Agent incorrectly directed customer to join.me, misinterpreted LED colors, failed to perform proper WAN isolation, and did not resolve the issue. No model, serial, or warranty information collected. Call ended with promise of callback within the day.

Troubleshooting Steps
  • Power-cycled parent and child nodes
  • Attempted factory reset via reset button
  • Incorrectly directed customer to join.me for remote access
  • Attempted to modify MAC address clone settings without ISP verification
  • Repeatedly asked customer to observe LED colors without correct interpretation
Key Observations
  • Agent directed customer to join.me instead of the correct local router IP (192.168.1.1 or myrouter.local), a critical error.
  • Repeatedly misidentified LED colors (e.g., [07:00], [23:00], [29:00]) — solid red means no internet, not a setup state.
  • Failed to test internet connectivity directly at the modem, a fundamental step in WAN isolation.
  • No model, serial number, or warranty information was collected, violating protocol.
  • Call lacked a coherent troubleshooting structure, jumping between resets, remote access, and MAC cloning without validation.
  • Customer expressed extreme frustration after losing four hours of business time with no resolution.
Positive Highlights
  • Agent acknowledged customer frustration with 'I totally understand' — [06:00], [30:00].
Agent Errors / Gaps
  • Directed customer to join.me (an unrelated remote support service) instead of the correct router access URL (192.168.1.1 or myrouter.local) — [12:00].
  • Failed to collect product model number, serial number, or warranty status — critical protocol omission.
  • Misinterpreted LED colors: claimed solid red node was in setup mode (should be solid purple) — [07:00], [23:00], [29:00].
  • Did not perform basic WAN isolation by testing internet directly at the modem — skipped Step 2 in universal_isp_modem_diagnostics.md.
  • Incorrectly attempted MAC address cloning without confirming if Comcast requires it — no evidence in KB that CBR20GT needs cloning.
  • Repeated resets and reboots without validating outcomes or following a logical sequence.
  • Failed to recognize that a solid red LED on the parent node indicates a WAN/internet issue, not a pairing problem.
  • Used remote desktop tool (join.me) without confirming customer's ability to access it or need for it — inefficient and irrelevant.
  • Did not guide customer to check if modem was online or perform proper power cycle sequence (modem first, then router).
  • Gave contradictory instructions (e.g., connect to gateway Wi-Fi but also to Linksys wired) — [11:00], [18:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The parent node remained solid red at the end of the call, and the customer explicitly stated they had no internet and were considering buying a new device.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent performed power cycles, factory resets, and attempted remote access, but skipped critical steps like testing internet directly at the modem (WAN test) to isolate ISP vs. router issue.
R3 Partially Met Correct resolution path conf 80%
Agent pursued troubleshooting despite prior technician visits and did not dismiss due to OOW status; however, prematurely suggesting a new purchase without confirming hardware fault misaligned with best-effort standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
The agent failed to apply a logical diagnostic process. Despite the node showing solid red (No Internet), the agent never performed a modem-direct test to isolate the ISP, as required by velop_wifi_connectivity.md Step 2 and universal_isp_modem_diagnostics.md Step 1.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used a remote session tool to access the UI, but failed to use the essential diagnostic tool for this scenario: a direct modem speed test to rule out the ISP.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect instructions: (1) Hallucinated URL 'join.Me...dot Zohome' for router access; correct URLs are http://192.168.1.1 or http://myrouter.local. (2) Incorrect reset instructions: 'wait for the blue light then release' contradicts universal_factory_reset.md, which states to hold for 10-20 seconds until the light changes, then release.
Communication
C1 Not Met Clear & professional language conf 70%
The call lacked clear framing, frequent long silences, and the agent repeatedly lost control of the conversation.
C2 Not Met Confirmed understanding conf 80%
Agent used technical jargon and unclear language, did not confirm the customer's understanding, and switched between English, Spanish, and unrelated phrases.
Customer Ownership
O1 Partially Met Ownership & empathy conf 60%
Agent stayed on the call and promised a follow‑up callback, but earlier effort was minimal and they offered the customer to buy a new router instead of fixing the existing one.
O2 Met Proactive follow-through conf 70%
Agent gave a concrete next step: “we’ll discuss this with the team and I’ll call you back within the day.”
O3 Not Met Closure confirmation conf 80%
Agent repeatedly asked for information already provided and did not reference any prior case history.
Escalation Judgment
E1 Met Correct escalation decision conf 80%
After many unsuccessful attempts, the agent correctly decided to escalate to a higher‑level team.
E2 Met Escalation prep & handoff conf 70%
Agent informed the customer of the escalation, the team will be consulted, and a callback within the day was promised.
Customer Experience
X1 Partially Met Customer effort minimised conf 60%
Agent offered generic empathy statements like “I totally understand,” but they were not sincere or specific to the customer's frustration.
X2 Not Met Tone & rapport conf 70%
Agent did not adapt to the customer's language mix or emotional state; the conversation remained disjointed and confusing.
X3 Not Met Overall experience conf 80%
Customer had to repeat information many times and perform multiple resets that could have been handled more efficiently.
Call Transcript128 turns · 156 lines
Speaker 1
This is link opens in a new window tech support calling. This call is recorded for quality assurance. Please hold as we connect you to a link opens in a new window specialist. Um, hello. Alright, thank you so much for answering this call. Alright, so, um, shall we now, um, start to do some troubleshooting? Are you good now? Alright. Okay. Yeah, sure.
00:00
Speaker 2
Hi. Yes. Yes. Okay. I'm moving now to the office. And I asked to be called to that number. It's already all connected there. So. The man, Carlos. The man from the white chair is leaving for inspection and he's going to leave and they have to tell you that. I just forgot to tell you I went of the technician on the line because the machine is not working, because the internet is not working. So we have to be touched inside its ATM, okay? And they're saying yes. And then they're going to call.
00:00
Speaker 1
Yes, I'm still here. Right now. Um, yeah. Um, so just give me a moment then, okay? Just, just give me a moment. Alright, so, um, right now, um, Diana, so, yesterday, you call us back uh, you call us, um, for the reason that your Linksys router is not getting any internet connection at all. Is that correct?
01:00
Speaker 2
Yeah. Yeah, because I am with the technician, because we don't have systems right now, but you go inside, see if the end is. Okay. Okay. All right. You're still there, right? Hello? Okay. Okay, I'm inside. Uh huh. A. Okay.
01:00
Speaker 1
All right. So, prior to the incident, there is a power outage and uh, happened yesterday and after the power went back, um, the main source or your gateway from Comcast is, um, back online. However, the linksys router is not. Is that correct? Okay. So, you did with the troubleshooting right now uh, yesterday with the two previous technicians and then, um, but still the same the router didn't get online. Reason for these uh, ticket um, escalated to our department or for us to further assist you. So, um, right now, you have a total of two linksys router? Um, is that correct? Okay. So, I believe one of the of it right now is connected to your modem or to your gateway from Comcast. Is that correct? [silence]
02:00
Speaker 2
right
02:00
Speaker 1
Can you tell me, um, is it powered on right now? Um, what is the light indicator light on top of it? Okay. Uh, just give me a moment. So your modem that is provided, I believe it was provided to you by Comcast, if I'm not mistaken, um, is the CBR20GT gateway. Is that right, Diana? Okay. Did you please tell me, um, how many EPS ports at the back of it right now? Six ports. Okay. Um... Aside from the Linksys router that is connected to it, um, is there any other device that's connected to the gateway?
03:00
Speaker 2
It's a purple. Yeah. Six. Six. Six fortune. Mm-hm. [silence]
03:00
Speaker 1
Yes, to the Comcast. Okay, do we have like a computer that is connected to it right now? Okay, is it like a work computer? Okay, okay, all right, okay, so there's no computer that is connected to the, um, Comcast, is that correct? Okay, so yesterday, what, what you did with the previous technician is a computer connected directly to the parent node and not to the
04:00
Speaker 2
high or many devices. Many because... Yeah, she told me to connect a computer. But she told me to connect a computer... Hold on. She told me to connect a computer to the... a power normal. Not directly to the... Because I don't have any port to connect an additional port. To connect. No, no computer connected to a console. No. Silence.
04:00
Speaker 1
Comcast, is that right? Okay. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Okay, got it. Okay, got it right now. Thank you so much for that. So um how about this one? Diana, can we try to uh unplug, okay, unplug the, what you call it, unplug the pair end, turn it off, okay?
05:00
Speaker 2
We tried different ways. I connected the computer to the conk. I reset, I press the reset but so many. But talking about connection, she tell me to connect it to the conkv. She tell me to connect it to the powerhold. She tell me to switch. Right now, how it is is the power note is connected to the conka and power node is connected to the computer. That's how I leave it yesterday. you're talking about
05:00
Speaker 1
Yes, the power cord of the Paranoid. Okay, and can you also disconnect the Ethernet cable to the Paranoid, the Internet cable. Just leave it unplugged for about like 30 seconds, then plug it back in and then turn on the paranode. Thank you.
06:00
Speaker 2
Oh, the power supply, right? Okay, I removed it already. Uh, internet or the ETH and... Okay, okay. Okay. Okay. Um, well, I'm waiting the 30 seconds. I just want to, to let you know, um, yesterday I went like hour with each each person there, one hour exactly with each, and pressed the reset and do this, do that. And I hope so they... [silence]
06:00
Speaker 1
Mm-hmm. I totally understand that. Mm-hmm. All right. Okay. Okay. Once it's turned back to like a solid purple or pink, just let me know, okay?.
07:00
Speaker 2
that doesn't work because I really need to move on. Okay, I will connect the I will connect it back now. Okay, right now it's solid blue. Right now it's blinking blue.
07:00
Speaker 1
Alright. Is it now purple or pink or not yet? [silence] Okay. Alright. so you have? a laptop right now with the Diana, correct?
08:00
Speaker 2
now it's only the poor I have that up your
08:00
Speaker 1
and the desktop computer is currently connected to the lynx router, correct?
09:00
Speaker 2
no. OK. even though there is no internet right? OK. OK. I believe so. Yes. Yes. I
09:00
Speaker 1
Because the. No, no, no. You don't need to disconnect the cable. Um, since the gateway that you have right now from Comcast, it has also like a Wi-Fi kind of center. So, uh, do you know that? That it has like a Wi-Fi capable option also? Okay. All right. So, Kai, can you connect your desktop computer to the Wi-Fi of your gateway?
11:00
Speaker 2
Okay. I have to, I have to disconnect it from that. Yes. Thank you. Mm-hmm. Okay. Okay. [silence]
11:00
Speaker 1
All right, can you please open a browser? and then can you type in these address? So, can you type in join.Me? O for Oscar. Uh huh. In the address bar. join. So that's J for Juliet. O for Oscar. I for India. N for Nancy. dot Zohome. So that's Z for Zulu. O for Oscar. H for Hotel. O for Oscar.com. [silence]
12:00
Speaker 2
okay
12:00
Speaker 1
Yes, please. Thank you. You should have me receiving right now? Are you receiving something? It's loading, but it's already connected to the Wi-Fi of your gateway, right? Okay.
13:00
Speaker 2
Enter. It's like loading. Yeah is connected um let me let me check the connection.
13:00
Speaker 1
Yes. So, but do not connect to the Wi-Fi of the Linksys, okay? But connect to the Wi-Fi of the Gateway. Okay. Okay. All right. Okay. So, it's asking for a session ID, right? Are - can you tell me what you're seeing right now? Um. Okay. So there's uh, do you see this?
14:00
Speaker 2
[silence] was through Wi-Fi, right? [silence] Yeah, that's all I need. But say. Okay, I got it. [silence] Now [silence] [silence] join remote support session and it was [silence] a network change was detected. Okay. [silence] no. join remote support session and it's a grey square with nothing inside. Like it says [silence] network change was detected. [silence]
14:00
Speaker 1
Yes, that's correct. So you need to enter this information. So can you enter five three four? So just click the M.T. the M.T. state. So it's five three four 014 458.
15:00
Speaker 2
of the session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, session, okay, Now enters the A D session, ID, ID, Five, Three, Four, 014. 58 Sure agreeing down. No, uh-huh. Okay, we're on.
15:00
Speaker 1
Yes, run it.
17:00
Speaker 2
it is working extracting okay. i did
17:00
Speaker 1
Okay, a little bit, and you don't need to worry. This is a secure connection. You can watch whatever I'm doing on your computer. Okay? All right, so um, let me take a look. It's connected. All right. So right now, it's also connected. Again, it's connected to the Wi-Fi of your gateway and it's connected directly to the Linksys router, right? Okay. All right. Got it. Thank you so much for that. Okay. Got it. So Dispel with me then, okay?
18:00
Speaker 2
no problem. Ok, right now I connected to the Wi-Fi for the Comcast modem and the router connected directly to the power node with a cable. and the cable because the lady told me yesterday, the power node has also a connection to the computer. That's how it is.
18:00
Speaker 1
Um, yeah, could you please enter your um router password, please? Uh, Deanna?
19:00
Speaker 2
I have the password. Yes, Jimmy. Let me see. I have my notebook here. If I remember.
19:00
Speaker 1
All right, thank you so much. I'm gonna check something right now, okay? Um, yes, I'm still here. All right, can you tell me what you're seeing right now? Um, could you please tell me if the router is still solid purple? Uh, is it still solid purple? Okay. Okay. So I'm gonna what I'm gonna do is just bear with me then, okay?
20:00
Speaker 2
You're still there, right? Okay. [silence] What happened with the router? It's solid purple, yeah. The power node, yeah.
23:00
Speaker 1
Alright, do you know what Wi-Fi name did you create on this one before? link this All right, can can you input that one on this page?
24:00
Speaker 2
[silence] For the... Yes, I believe so.
24:00
Speaker 1
So it's different from your um Comcast Wi-Fi. Okay? Uh, this is the, okay uh, the pair load. So this is your Wi-Fi before Allentown shop, right? Okay. Um, can you enter the password for this one also? Uh, that's it? Okay.
25:00
Speaker 2
Okay. You say the concuss one by or the other part, no. That's at the present time. Uh huh. Okay. I believe so. Can I come back to present?
25:00
Speaker 1
Yeah, we can change this one later part if you missed something, okay? You don't need to worry. All right. And then I'm gonna try this. So just bear with me then, okay? Okay, still no internet. Foo.
26:00
Speaker 2
id: I don't think so it's lowercase s. I believe so it's upper case. Anyway,
26:00
Speaker 1
All right. Diana, can you tell me what is the light on top of the link? the of the parent node right now? What is the right on top of the parent node? Is it flashing? Is it doing something? Okay, so we'll just wait for a couple of minutes. Okay? Um, um Diane, I will uh, I would like to ask something. So, the configuration of this router that you have right now before, is it on A? router or is it on a bridge mode? The link's just router. Router mode. Alright, it it didn't do on a bridge mode thing, right? Is it solid blue or something like that? Okay.
28:00
Speaker 2
Router... Okay, right now the light is solid magenta or red. I don't know what color. ... No, solid red.
29:00
Speaker 1
um sorry I'm I'm uh I totally understand that one uh this is still I believe the age should still work right now so I'm gonna try my best to retrieve and get the
30:00
Speaker 2
Is possible, this device is not working anymore? Is possible the PI node is no longer good, because yesterday we tried to switch to PI node with a a child node, but it doesn't work either. But do you think, because I don't want to, uh, I want I really wanted to try your best because if not I will have to buy another device. Um, because we are
30:00
Speaker 1
work, okay? Is it still solid red right now? And not solid blue? Okay.
31:00
Speaker 2
okay. yes.is solid. red. de los que hay aquí, no hay ni uno parecido, grasa.
31:00
Speaker 1
Um, Diana, do you know what is the login credential for your Comcast device on this page? Do you know what is the username and password for your Comcast device? Um, yeah. Can you try to check that? Uh, yes, please.
32:00
Speaker 2
is that what you mean okay you want me to type it okay
33:00
Speaker 1
there's no username and password like admin let me try to check if admin admin will work on this [silence] oh it's still incorrect uh what is that? [silence] okay for the gateway right it doesn't have any information [silence] uh just bear with me okay? [silence] uh how about this one uh [silence] this one? The modem. That's right. All right, how about this one? Um, Diana, can you try to uh, reboot, or can you unplug the parent node for about like 10 seconds and after 10 seconds plug it back in, okay? Yeah, the parent node. Yes Uh... Mm-hmm.
34:00
Speaker 2
that one that medium, uh, is named. mmh, heart. The pattern, no. from the power supply. okay, back is solid blue. I con I connected back is solid blue. now it's blinking blue. No, it's still blinking blue. Let me go to check something. I believe I have the Sunoco, the concrete. Then the guy leave me here.
35:00
Speaker 1
The color is solid blue now? It's still solid red? Oh, that's really really weird. Just give me a sec. Reset you mean? Y'all we can actually do that, just give me a moment, okay? I'll try to do something. Oh, we cannot really do these.
39:00
Speaker 2
Okay. Let me see where we are now. Okay. The color is solid blue. Solid red. Solid red. I'm sorry. Uh-huh. default to the factory. Yes. The default to the factory, how the, like black new.
39:00
Speaker 1
Okay. Yeah, let's do that. Um, let's reset again. Uh, let's reset instead, the pair node. Okay? So, uh, what you need to do Deanna is you need to press and hold the reset button. And then once the light flashes red to no light at all, hold still the button and then wait for the blue light then release the button. Okay? Uh, so, press and hold the reset button and then the light flashes to red to no light. Then wait for the blue light, then release. Yeah. Okay. Uh, not yet. Wait for the blue light there.
40:00
Speaker 2
okay again. okay. okay I release now is no lie
40:00
Speaker 1
Ooh. Blue lights. Then release. Okay. All right, got it. So, um, I will wait until it turns... We'll wait until it turns back to like a solid pink, okay, or purple. Okay.
41:00
Speaker 2
Okay, now in the blue light. [silence] [silence] [silence] I released it. It's blinking blue.
41:00
Speaker 1
All right. Got it. So I'm gonna try to log in again to the interface. Can you re-enter again your router password for this? um... Diana. All right. Is that okay now? All right. I it's two, sorry. Just give me a moment then. Okay.
42:00
Speaker 2
hold on, hold on, hold on, uh-huh, okay, Yeah.
43:00
Speaker 1
Alright. Yesterday you did like a macline on this one, right? Deanna? Okay. Let me try to... put it, okay? And this is the same computer you connect yesterday to your to the Comcast device, right? Okay. Well, yeah, that's right. Trouble little one.
44:00
Speaker 2
Yeah. Right there, say link the smart WI FI service, start to stop it, and in the diagnosus, you can, you can restart the linkage. WI FI right.
46:00
Speaker 1
Mmm hmm. Uh, just give me a moment then.
47:00
Speaker 2
What happened if we if we restart the Linksys Wi-Fi? [silence]
47:00
Speaker 1
Um, yeah, sure. What is that? Uh, uh, what is that again, Tianna? I'm sorry.
48:00
Speaker 2
Can I ask you something? What is Boolean algebra?
48:00
Speaker 1
Uh, which one? Which one? Uh-huh. And what are we gonna do? Uh, right now I'm just actually disabling the the IPv4 the IPv6 on this uh router. All right. Uh, let's go ahead and try to to reboot the node again. And let's see if it'll connect. Okay? Uh, unplug the node for about like 10 seconds.
49:00
Speaker 2
The link is disconnected. Huh? The link is wired. [silence] Can't reach the base server right now. Please try again. [silence] What do I have to do?
49:00
Speaker 1
and then just plug it back in after.
50:00
Speaker 2
Okay, right now it's solid blue. [silence] Blinking blue. I had to go to work. We have 15 minutes right now so far. Espera, voy a revisar algo rápidamente. Mi teléfono te lo he dejado aquí Carlos para el wifi. El compilador pásen dijo cuál es la clave el wifi en este ambiente. El compilador la usa en todos los equipos sin menosciones. Cuántos pasadías compraste. Bueno León solamente para comprar. Son por si quieren pagar. Es que solo digo para comprar.
50:00
Speaker 1
can you enter the router password? the router password? um Diana? yeah the Allendale. what is that again?
52:00
Speaker 2
Okay, I'm here. Hello. I'm sorry, is that again? The router password. Uh-huh. Oh, that one is Allenton with Wellwell several
52:00
Speaker 1
Uh, can you still see the, like, I'm moving the... mouse on your computer, um, Deanna? Uh, you can see that I'm moving the, the curve on...
53:00
Speaker 2
I'll. I'll. I. I'm. I'm and I
53:00
Speaker 1
[silence] gotstock, right?Can you try to check if you're still connected to your Wi is? Okay. Um, can you enter again the router password or are you able to go in now? Are you on um, uh, what page are you seeing right now on the Lynx's page? Um, no, yep. Mhm. Mhm. Okay. Can you go back to connectivity? Can you go back to connecting? Can you click connectivity? Because it can no longer access the page. Uh it seems that I got [silence]
54:00
Speaker 2
No. disconnected. He's disconnected a signal and connected backbone. What do you mean? Right now, on other page open, I don't know which. But in the link page, I see the one with the list and the five six oh, I don't know how many white squares.
54:00
Speaker 1
and then go to um internet setting and then um on the Mac address column you see the bottom portion, right? alright, can you change uh could you delete all the information and type in the information instead I'm gonna share to you. Can you do this? yep, so um on the first box it should be 0 0 and then E for echo number 8 and then 7 0 and then 0 0.
55:00
Speaker 2
Pablo. Okay, connectivity and then? Okay. Yeah, F, A, B, C, 12, 94. Okay. Tell me one by one. Okay. Okay. Mm-hmm. Mm-hmm.
55:00
Speaker 1
3 1 2 6 Alright and then hit apply Alright yeah. So, can you tell me we're seeing right now? Uh-huh. Um, it seems that I got disconnected from the session, Diana. [silence]
56:00
Speaker 2
Devo prendere un pacchetto o una per una? I'll file a $1.60 rate. I got this right here. I'll call you back.
57:00
Speaker 1
all right, um, can you tell me what you're seeing right now? Are you back on the Linksys page, right? Uh, are you still it's it's connected now? Okay, we're going to set up back year, Linksys routers. So can you go to, um, at the very bottom portion of the page, can you please click the capital CA. Uh, the capital at the very bottom portion of the page.
61:00
Speaker 2
Thank you. Did he get the light off? Borra is the loop, ablo. He, he, he, he, he, he, he's doing it now. He's turned it off now. Okay, I'm back with you. Let me check. I'm going to down now. Yes. Oh, it's connected. Yeah, but the light in the in the power node is purple. Which one?
61:00
Speaker 1
Alright. Connectivity? Okay, go to see a router setup. Okay, and then reenter again the Wi-Fi and Wi-Fi password. [silence] for Allen town shop and then hit once done hit set up node ok
62:00
Speaker 2
I remember that password let me see I can do that one is that figured. Okay,
63:00
Speaker 1
You need then hit the setup node, okay? The setup node button. You just click that. Okay? Oh, I'm sorry for that. Okay? Yes, please.
64:00
Speaker 2
Um. It has been so long. OK, right now it says applying changes. Rest OK. [silence]
64:00
Speaker 1
It tell me what you're seeing right now on the led of the parent node. Okay, got it. So that means, uh, it's already connected to the internet. So, we were able to configure back your parent node and connect it to the internet. So, um, right Now, we need to make sure that the child node you have is also solid blue. May I ask where is it Right Now? Mhm, All right. So, the child node is is on the same room. Is that correct?
65:00
Speaker 2
[silence]
65:00
Speaker 1
Is it plugged in right now? Uh, is it turned on or or no? Oh, okay. Can you please turn on the parent child notes? Okay. All right. [silence]
66:00
Speaker 2
turno do ... Grandenego. Grande nego. que estão no ponto de [silence] [silence] OK [silence] OK. Eu vou conectar a criança à fonte de alimentação, tá. Tá. Tá conectado, agora está azul sólido, azul sólido.
67:00
Speaker 1
Okay. So we'll wait for a couple of minutes then, all right? Uh so while waiting for the child node to fully boot up, since the kernel node is running It's already connected and so solid blue. Can you try to check and connect your other devices if you can uh if you can go uh and get some internet connection?
68:00
Speaker 2
Okay. Say it again. If I can connect, I am. And you're flying? Hold on, hold on. I'm
69:00
Speaker 1
All right. Got it. Thank you so much for confirming that. It is still blinking red right now. Okay. Uh let's wait for another two minutes just to make sure. Okay. Uh if the child node won't still connect to the Wi-Fi then we will gonna reset it and we will gonna re-add it to the network. Okay.
70:00
Speaker 2
Yeah, it's working. Okay, that child is blinking red. Blinking red right now. Okay, because right now it's not connected to the, yeah, you have to add it because I used a different name. No.
70:00
Speaker 1
I'm sorry, what is that? You need to wired it? Oh, oh, add it. Oh, okay. So yeah, let's, um, we will gonna reset it instead and we will gonna add it, okay? Alright. So the same process what we did earlier on resetting, uh, is you need to press and hold the lze button of the child node. And then once the light flashes red to no light, wait for a blue light and then release the button. Okay, so we'll wait until it turned back also to like a solid Pinker purple. Okay? All right. That, um, are you still on the links this page right now, Diana? Okay. Um, are you still under the connectivity? Okay, got it. Thank you so much. And then how far is a child node to the parent node, um, Diana? Uh, how far is a child node from the parent node?
71:00
Speaker 2
Okay. I released already. It's a blue light. [silence] it's blinking blue. Uh, Yes. Yes. Yes. Yes. Anybody? [silence] Mexico [ silence ]
72:00
Speaker 1
Uh, next to it. It's sitting next to it? Okay. All right. So we'll just wait until it turns into solid pink or purple. Follow the pink. Okay. So on the Linksys page, you're still under the connectivity and you're still under the CA router setup page. Is that right? Um, do you see the button that says add wireless child node? Do you see that button?
73:00
Speaker 2
[silence]
73:00
Speaker 1
uh, uh, uh, yes, you need to click the add wireless child nodes. after you click it, try to check on the parent node, and then try also to observe what happened on the child node. okay. so we'll wait until the child node turn to solid blue, it takes uh, usually within three to five minutes. and then once the file node turn to solid blue, it means it's already connected and you can uh relocate it back to its original position. so we'll just wait about like three to five minutes then, uh, okay. yep, so it means it's flying terry.
74:00
Speaker 2
One node is blinking purple and the other one is solid blue. Now it's blinking green. Now it's blinking red. but it's showing red. It's showing red. I don't know what that means. I think you are good to go. And then just give it a sec if these vortices don't melt out. Okay. Now you can see it's blinking green. So it's blinking green, spinning but it's blinking green. Yeah, I don't see the représenté. Does this sensor have an orange light? Okay.
74:00
Speaker 1
connect to the Wi-Fi. So we'll just wait for about like 3 to 5 minutes. Okay? And then while we're go ahead. Um what is that? I'm sorry. Mhm. It doesn't matter. It doesn't matter. So we'll just wait for about like 3 to 5 minutes and then while waiting for 3 to 5 minutes, Diana, we're gonna put this on hold within 3 to 5 minutes and I'm gonna uh I'll be right back after 5 minutes. Okay? I think you so much is staying the line and I'll be right back. Thank you.
75:00
Speaker 2
Doesn't matter is the name of the or the merger changing doesn't matter because before I was connected to Alan Anton Son. Right and now I am connect. OkayPattern change to purple and now we're And the child is purple blanket and red blinket. Does she work? She comes here, she returns, well, really, really.
75:00
Speaker 1
I can't see what you're seeing as I don't have access to real-time images or videos. You would need to ask a human for help with that. Solid red. It's still blinking red. Okay. Alright, we'll just wait for that one. I'm sorry. Diana, are you talking to me? Hold on a sec. Just give it another 2 minutes. Is it still flashing right right now? Okay. Well, just give it 2 more minutes. Okay.
80:00
Speaker 2
Okay, right now it's red. Blinking red. Yeah. How long we're going to wait? Yeah, how long we are going to wait? Yes. [silence] No voy a mover nada ahorita. Porque ahí ya resetió él. [silencio] Que chicito yo aquí, hombre. Es que está apagado, no está encendido. [silencio] Ah, mira que hay una luz. ¿Eh? Una luz. DEL GAS ÓLOS RETALEN HADE DE TENER LA LUZ ROJA. SÍ PUES DEL VERDE A PUESTO NO CORRIENTE IDEAL VOY EVERTNOS TIPA DEJO ESTIRES PARA PARA LA JUPONAIR
81:00
Speaker 1
884045557 It's 884 045 57.
84:00
Speaker 2
It's nothing. Can you hear me? Yeah, yeah. Okay, give me again the the session ID. Yeah. Yeah. Yeah.
85:00
Speaker 1
All right. But is the child node flashing red right now? Um Dana? Still flashing red, right? Okay.
87:00
Speaker 2
基荷的移动电站。基本在税势和我也很。您看是否这有一个问题？[silence] Yeah, I'm here. Yeah. Yeah.
87:00
Speaker 1
can we try to unplug both the parent node and the child node at the same time?
91:00
Speaker 2
The electricity, right? Power, yeah. Okay. Did you get it? I'm powered back, okay? Okay, both are blinking blue now. [silence] Miren el desarmador Phillips. Ahí hay una caja, la Parmilla, que quizás ahí es donde se escuchó este... La caja negra que está la paz. Ahí viene el control de él.
91:00
Speaker 1
is the parent node still flashing right now it's solid red right now Both are red right now? Uh-huh. Alright. Uh-huh. Sorry. But earlier, it's solid blue, right? Uh, let me just try to check this. Alright, just give me a moment. Um, um, uh, uh, put this call on hold for about like, uh, two, three minutes, okay? Just stand the line.
94:00
Speaker 2
I'm gonna tap it, but it's still stuck there. I took a little drink. White is still up. Both are red, okay? Yeah?
95:00
Speaker 1
um deana hello um is the parent nodes still solids red right now okay Oh yes that's right and then the child node is oh so is it still fasting red right now
100:00
Speaker 2
Again, hello. The microwave over there. Yeah, it's already in red. And you're disconnected, right? Yes. Listen, did you turn off the internet?
100:00
Speaker 1
[KEEP_UNCERTAIN] on which one? On the computer? Uh the Wi-Fi yes Uh yeah Kylie uh do it like that um so since the computer is wired to the pair node um can you try to access again the Linksys page? All right Um are you right now on the Linksys page? Uh Uh Okay can you go back to connectivity again? Um[silence] okay, go to the internet uh internet setting, uh... and then uh the mac address clone, it's still showing on the page, right? It's still enabled. uh the mac address clone, it's still enabled, right? okay. And then um what information is still on the page right now? It's still 00 E8, right? Okay. Can you um In in able it, then hit apply, uh like uncheck the enabled, uncheck the enabled, and then apply? [silence]
101:00
Speaker 2
Yes, I am connected to you now. OK. Close my... Chrome, my PC or what are you saying? OK. Enabled, yes. Yes. What do you want me to do? OK. Applying changes, your router is applying changes.
102:00
Speaker 1
Alright. Alright. Are you back on the page now? Yeah, sure. All right. Um, are you still on the same page right now, uh, Diana? Um, Diana?
103:00
Speaker 2
Okay, I'm going now. You know I have to, I'm sorry I didn't answer, but I'm in a call. I see you were calling, but I have a, Okay. Okay, hold on.
105:00
Speaker 1
All right. Are you back on the connectivity page okay? Can you click again the Mac address clone so that it will be enabled and then hit apply again yes, enable it and then hit apply. All right, we'll wait for it. Are you back on the page now? Okay, can we go back to the main page, close the connectivity and try to check if it's already connected or not.
106:00
Speaker 2
okay, tell me. Tell me. Yes. Okay, enabled right? Okay, applying changes. Your router is applying changes. Okay? Yes. [silence] Confirm that changes have been applied? Okay? Yes.
106:00
Speaker 1
Is the parent node still solid red? All right. Got it. So right now on this one, I know that we've been almost two hours, but I'm going to discuss this one to do with the team right now. Um, Diana, in order for us to further check and isolate this issue because it's really weird because earlier it was solid blue, but after we rebooted the parent node. Um, it turned solid red again. Right? So it's kind of weird. So I'm going to check this one with the team and I'm going to give you like a follow-up call back within a day. Okay?
107:00
Speaker 2
[silence] That means I'm not going to have service after two hours. Oh my god. I'm going to get to buy another, another team because this is not possible. In two hours, I can go to buy another device to help me install it and have my service.
107:00
Speaker 1
uh, within the day, not tomorrow, within the day. Mm-hm. Uh huh. I totally understand that. Um, Diana. So, um, for this one, as much as uh, we really um want to King CBSH on advice, but I I would love to discuss this one with your team in order for us to check what is really going on. But if you want to purchase like a new router in order for you to run your business, then um it's your decision, Diana. Mm.
108:00
Speaker 2
Now you are saying you're going to call back tomorrow? Yeah, but we are we are a business. We are working. I I love four hours of work. Two yesterday, two today. It it's not acceptable. You was connected before. I don't know why you can disclose connect. I don't know why we can all the parental. But this is frustrating. Really Yeah, of course, my decision. What my decision to be sitting with [silence]
108:00
Speaker 1
[KEEP_UNCERTAIN] Totally understand that Diana. [silence] So, um, for this one Diana, if you still, um, like, we're gonna give you like a follow up call back within the day instead, but if you will purchase like a new router then, um, we'll give you like a follow up so that we can, um, further isolate the linksys router, okay?
109:00
Speaker 2
flowers trying. Okay hear out I don't know. I've nothing to do with this.
109:00