V2 Rubric Detail — 29e4c9a8-79b3-11f1-b…

This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys Specialist. Hello. Hi, hi, sir. This is Larry from Linksys Escalation Team. I'd like to speak with Mr. Derrick Smith. Yeah, I'm doing good, sir. How are you doing fine. It's kind of a little a little bit busy in the escalation team. We apologize. It took a while for us to contact you. Uh Uh Sure, sure, definitely. Well, uh let me see here. Uh just open your ticket. I think this has something to do with uh your MX 2000 uh node. We only have one node in this system. Is that right?

That is basically connected directly to your modem and that modem is from Cox cable. That's your internet service provider. Okay, let me see here. What was this particular node working fine before? Mhm. Mhm. Let me see here. Mhm. Uh do we have a computer, sir, by any chance?

We can connect to the okay um is it possible to connect it directly to the modem with a wire like an ethernet cable that would be great okay wow uh not possible for us to have your hard wired um let me see the node right now is it currently wired to the modem? Can we check the light on top? What does the light show? Solid blue. With the computer that you have right now sir, uh can you connect to the Wi-Fi of the node or is it already connected? Uh when you're connected to the Wi-Fi does that mean that if you open a browser for example and access the internet, you cannot?

I'm not access it. You're still offline You can. Okay. Okay. What would you mind, sir if you can access the internet? If you have internet, is it okay for me to remotely access your computer for me to check the settings? All right. Good. Uh let me see. Let me open uh the website that we would usually uh use and uh also would like to ask you to access this website. Let me know when you're ready. Okay. Um you may access it via Chrome. Uh that's a recommended browser. Uh that should be a JOIN, like J-O-I-N join.zoho.z-o-h-o.com join.zoho.com Thank you.

Okay, and uh, yep. Yep. Session number. Let me see here. Session number. This is uh nine digits "697" "097" "483" Yep. Yeah. Just maybe the first name. Yeah. Join the session. It will ask you to download a plug-in. Please do and uh run it. I'll be waiting for the response on my screen once it's validated and completed. Uh I would usually see your screen automatically. Okay. Okay, great. Yep. Yep.

Yep, I think I can see the computer now. Yup, there you go. All right. Okay. So, yep, I'm clicking in here. Uh, believe this is to the uh, user interface, links to smartwifi.com. Let me switch to a different one. Uh, let me open some, uh, the command prompt first. We'll just check the IP address. I M checking definitely actually have the same IP address from from your modem. Is this the name of the link sys Wi-Fi, homes, 2n? Okay. Is your modem, I believe the Cox modem is also Wi-Fi capable? Okay. Uh what's the name of the Wi-Fi from the modem by the way? Oh no, no, the Wi-Fi name itself. Oh this one. Okay. Hmm check real quick here.

Yeah, sorry, still here, how was just reviewing the previous technician's documentation. Um, what is kind of confusing here, she was able to document that, uh, not necessarily confusing, like, no, I've, the behavior of the router, it seems that, uh, it switches to a different IP address, which is, uh, like And I think this may have something to do with with the modem also. (uh) It's not detecting a proper IP address connected straight to the modem. While see here, I just want to check uh for now, the wirings. The physical connection. I wanted to know if (uh) what's the color of the cable connecting your (Cox) modem uh to your linksys node? Is it a yellow cable? (yellow) Yellow and okay, two cables. Um, Are both are (the two) are those two cables connected from your modem directly to your linksys? And (Okay.) I want to specifically check that. Uh, let me see here. the mx2000 for this particular node that you have, (uh) it has four uh Ethernet ports at the back.

Right? And the bottom port is uh is labeled as internet. It has a yellow spot. Uh please confirm to me what is the color of the cable connected on the yellow spot? yellow cable. So if we track that, that's connected to the cox modem, right? Okay. And uh you mentioned there is another blue cable. Okay, what is it connected to? [ silence] Got it. The back of the lin k&s. Mhm, also connected on the ethernet port the back of the lin k&s. Okay. And then if we trace that cable, is it also connected to your modem? Interesting. Uh, let me see here. I'm not sure if I have a modem's uh model and serial.

Model and brand here. I don't think I have. Would you mind if if you can share to me the brand and model of your modem? Okay. it's just uh a Cox box, right? with Ethernet port. How many Ethernet ports do we have in that modem? Three Ethernet ports. Three Ethernet ports at the back of this Cox modem. Correct? Okay. So if it's three Ethernet ports, since we talked about two cables earlier, one is yellow, one is blue. Oh, so was I wrong, when I heard it was, yellow and blue connected to the links earlier? Oh, so three cables, right?

Okay, so what I'm concerned about is the yellow and blue only for now. I may ask later on of the black one because the yellow and blue is connected both to the links, right? Okay. Um, that blue cable, it's connected also at the back of the modem on that port, same as the yellow cable. Okay. Um, I don't think we need the blue one because there's only one dedicated cable from the modem directly to the links and that should be on the yellow spot, which is, uh, occupied right now by the yellow cable. Can we now unplug that blue cable at the back of the modem and unplug it at the back of the links? There should be no two cables connecting your modem and your links. All right, thank you so much. Only the blue cable.

what, which is how it should be. Now I want to ask a question about the black cable, because you mentioned about the black one, right? It goes to a Netgear. Okay. Um, mind if we check what that Netgear thing is? Is that also a router? If you can give me a model number. All right, sure. Sure, take your time. [silence]

So that black cable is connected to your garage door. Okay. Mhm. I don't think that matters. I don't know how to fix garage doors as well, so I want to make sure I don't touch that, all right? So black cable is okay. Thank you for letting me know what's that for. [silence] We just need to focus now on on the Lynxus. I think I need you to go back to the computer where I'm controlling it. Okay. Let me know if you're in front of it. All right, great. Okay. Very good. You see this? See this page? All right. Earlier, we've had a hard time looking for this page, right? It's not giving me this page, instead it's routing me to the cable, which is really, uh, interesting earlier. The reason why? Because there is an IP address conflict, because again, there should be no two cables connecting your modem and your Lynxus. That's what happened earlier. The Lynxus is quite confused what IP address it's going to acquire from the modem. So, by plugging that Blue one, I am now able to access the page right here. So, yeah, a simple unplug of that cable verifying why it's connected. I'll be good to go. [silence]

I'm trying to access it now. It may, uh ask for a password. Usually, it's admin. If uh it doesn't work, I need you to input your password here. I believe you have. Yep, try one. It's very easy to reset if we forget about it. All right. There you go. Yes, exactly. It was. It was actually connected, uh earlier then. It's just that the routers just, uh not sure what IP address to acquire because it's not two cables connected. Okay, yeah, we'll buy a simple unplugging. Uh, let me see here. Let me just make sure. I think.

it has been connected already, just want to make sure it is also acquiring a uh an IP address from, yes, there you go. This is uh the WAN IP address, the internet IP address. Let me have a copy of this. Let me see. May need to document this. .0.202, which means it's online. Uh, right there you go. Let me check uh some details also here. The firmware version, let me grab that. Serial number, just want to compare it. Yep, it is the correct one. there you go Yeah. Uh, look at this part here. Uh, this is the ports, right? This linksys router. Uh, it's smart enough to actually detect a connection. So it means that we have, we have a cable connected to the yellow spot because this is again labeled internet right here. And if uh, we did not disconnect that cable earlier. It should be showing here to which port it's connected to but it's not needed for this particular setup. That's why it was disconnected and uh, yeah, basically we have an online node working up and running. I just wanna ask you if you wanted to you know, retain the default Wi-Fi name or would you like to change it together with the Wi-Fi pass? Sorry? Sorry, would you like to keep it?

[KEEP_UNCERTAIN] I'm sorry. Oh sorry. Would you like to change it? Because it it currently it is showing uh the default name. Would you like to change it to your personalized name? Yeah, sure, sure. Take control and uh edit the names. You want to leave it as this? I will hit okay and move on from here. Okay. Sure. All right. [silence] uh sdn network is not part of the vela So it is, uh, you can, you can try, uh, your phone if you have a Wi-Fi device with you. Mm-hmm. Mm-hmm. [silence] Mm-hmm. But, yes, D. Network I believe is your Clock's Wi-Fi, right? Mm-hmm. Uh, mm-hmm. This one.

Yeah, yeah, definitely yeah, definitely because of that cable. Uh, unplugging that cable. Okay, for the SDN network, sorry, I apologize. I'm not technically trained with modem router. I think you need to contact Cox about this. Maybe they need to configure the SDN inside this gateway login here. And, uh, for for the links, it's just up and running at this point, basically. Yes, definitely. They wanted to look for this name. Uh, let me show you that real quick. This laptop is connected to the weld set up right here, so look for this name. And then if they're asked for a password, uh, the password is located here. It's also located, I believe, underneath the develop node. Uh, it's hard to memorize, so.

I'm sorry. Yeah. You can actually change this password, should you want to. okay sure yeah you can do that you can take control erase it and change it with a a simpler easy to memorize easy to remember password but not too simple that you know it yeah yeah I would uh yeah sure yeah. uh you can you need to also change the 5 gigahertz altogether. yep. they should have the same password and the same Wi-Fi. [silence]

Yes, very good. I will be the one to hit it because once I disconnect this or hit apply, the router will reboot. It will change the Wi-Fi. Since this computer is connected to the real world Wi-Fi, I will be disconnected. I can no longer control the computer. So you need to go here later on and look for this name and then put this password, okay? I'm pretty sure you memorized this password. Right? All right. I will hit apply for you. Yep. Yes, this is your Velop SDN Wi-Fi. So whenever you want to connect to this, exactly, exactly. This is a powerful router that can provide you

a gig of internet. If you have that, if you're subscribed to that, you know, but in terms of wireless speed that may vary from time to time because it it talks about distance, interference and stuff like that. Yes, definitely for the SDN network. When I check it earlier, the SDN, the uppercase right? It has to go with Cox because I believe that's uh the Wi-Fi coming from the modem. And we cannot access that. Uh yes. In my opinion, um since you have this mesh system right now, I would highly encourage you that all your devices should be.

connected on the Linksys, which is the home SDN. the one that you configured earlier. [silence]

Yes, definitely. If you uh, you mentioned that you wanted to add those nodes, right? as a child nodes? Yes, uh, you, you might want to add it. Uh, linksys is actually transitioning moving away from the linksys app. So for you to be able to add those nodes, you need to get into the, uh, user interface. 192.168.5.1. The page that I asked you to visit earlier or that we visited successfully. That is the settings page. Uh, yeah, that's the default number. 192.168.5.1. Yes, sir.

Yes sir. That .5.1. [silence] Yeah, continue advanced. Mm-hmm. Yeah? [silence] Yes, we're already transitioning moving away from the app and it has to be done uh manually. Uh if you want to add a node, you need to go to connectivity

Mm-hmm. We'll move you out and let you go back to. Yes, you have to click connectivity. After clicking connectivity, uh the last tab, it's usually beside, uh let me see. It's usually beside administration. Do you see a C. router setup? Okay, that's all you see. Uh, can we hit okay? [silence] Let's [silence] let's go back to the homepage. [silence] All right, once you're back to the homepage, if you scroll down bottom right hand corner, bottom right hand, there will be uh information or links right there, uh end user license agreement, terms of service. The last one should be C-A. It's uppercase [silence] C-A. Yes, you need to click that. All right? Once you click that, it will disappear.

And it would usually auto populate the settings or the tab that we want or that we need to get into. So, once you click that, it will disappear and then go back to connectivity? Yeah, click that. Yes, when you click that, yes. All right. Once it disappears, you need to go back to connectivity. And then now you will see a say router setup. You see it now, you click that, right? Once you click that, there will be tabs or buttons such as and add wire and child nodes. Yes, definitely. So, what you just wanted to do,

is to move your child node as close as you can to the parent. They should be in one location or in one room, for example, approximately 10 ft away from the parent. Plug in the node and then let it reboot. It needs to be on a default state or default mode. And the light for a default mode for the node is a solid purple. Once it is already solid purple, you just simply click add wireless child node. It will initiate adding it to the system. [silence] Mhm. [silence] Mhm. Mhm. [silence] Mhm. Mhm.

You're welcome you're welcome yes yes there will be there will be as soon as I close it take it uh the system automatically sends a survey and I would thank you in advance wow

Hmm. uh as high as I can go is me uh but usually if uh there are some stuffs that uh you know concerns firmware better firmware we need to contact our engineering team but the engagement always has to do with us like we're the ones who are calling the customers. [silence] yeah approximately five ten feet away as long as it's in line of sight of the parent probably should be we'll let it reboot first if it does not go or if it did not make

settle to a solid purple. That's when we reset. Was this node set up before? Okay, so we'll let it reboot. Maybe eventually it will go to solid purple, because brand new nodes they should have a solid state. What I mean is a default state. [silence]

I'm sorry? That's a challenging question. Actually, it it really depends. Uh, coverage, normally we need to consider a lot of factors for that, how many rooms, the types of walls, uh, how many floors is the house, you know. But uh, a good way of of testing it is really, you know, navigating the location of the child mode, where it's best to be put in. And observation really uh, really helps. Meaning same links as brand.

Yes, definitely. Their interoperability is really great, you know, but you have to make sure that uh if you are going to install a parent node, it should be of the highest speck uh specifications. The parent node should always be there. Yes, yes, definitely. As long as they're indicated as a mesh, you know, they should be operating well. But do not expect that they will operate as as good as a parent, you know. They- they may be uh lesser in in in uh coverage and speed, but in terms of uh it should work, it should work as long as it's a mesh system. How many nodes are we adding, by the way? Mhm.

[silence] We may need to do it one at a time if you want to add them together or all of them[silence] Okay.[silence] Mhm. All right, if they're all both solid purple and uh they're stable, we're sure that that they're not going to change? Yeah, I think we're ready now. Uh let's go back to the page and then add our laptop child.[silence] Just click it [silence] Yes, sir. Okay, apply and then okay.

Yes. Yeah. Um, huh. [silence] Yeah. Yes, sir. Uh-huh. Uh-huh. You just turn it on. On the Lynx's home page.

[silence] I'm sorry. What? uh, oh yeah. Yeah. Yes, definitely. You can. Uh, just very, uh, I would suggest having it having a different password, having a different password for security reasons, you know. Because guests is isolated for people that are not part of the family, you know. You don't want to give them the main network's credentials, basically. So,

have have one for guest you can a home SDN dash guest, specifically for guests and have a simple password.

Oh, both child modes right now are solid blue, you mean? Okay. Very good. that only means that they were able to successfully connect to the network. I would suggest that uh you will relocate them one at the time. I would normally recommend to relocate uh the closest distance first and then uh the last one should be the farthest. So one at a time. I'm sorry. Yes. You can name them later on once you already situated them to where they should uh should be connected. [silence]

[KEEP_UNCERTAIN] Yes, on the website later on. Let me know once you're done relocating them one at a time and then I'll I'll guide you through. You're welcome. It's a pleasure assisting you. Yeah, I couldn't agree more that a happy wife should be happy life. [silence]

Yeah, sure. I'm sorry? Yes, yes yes, of course. I'm currently documenting, while you're moving the nodes. [silence] Are they connected now? All right, very good. So once they're situated on the final location and they're online with solid blue, we'll get back to the computer where we can access the

Oh, flashing blue means that, uh, it's trying to reconnect. We might need to wait until it's, uh, finally online. I always do this on my PC. Very good. Mhm. So once we have we have them solid blue, let's get back to the computer and then let's locate the nodes and name them the way you like it.

Uh, you can track them by a serial number. Mhm. Yes, yes. [silence]

You're just going to look for um let me see. Uh do you see the default name? Business setup? Yes, that's what you want to look for. No, they have unique uh default

Yes . Yes . Mhm. Mhm .

okay, once you're back on the PC, I'm not sure if you're on the home page where we can see the Linksys Smart Wi-Fi tools, device list, guest access. Okay, click on device list. Okay. And once you click on device list, uh we need to look for the nodes specifically the child nodes that you just recently added. And I mentioned earlier to take note of the names.

So, we see, the two links is, uh, can you, can we, all right, can you click the eye icon on the lower right hand of that tile, uh, when you click that it will show you the name, does it show the links name, vellop setup, uh, v-0, 5-0-3-5, sorry. [silence]

Okay, that's zero five zero three five. This is usually the last. Five digits of the serial number. Okay? So, you need to locate this. Which node this? This this is the last five digits of the serial number. Can you go back to each node and look uh for a zero five zero three five and then identify that so we can rename it properly? Yes, the last five digits.

yeah, 05062, that, where is that located? [silence] okay

Okay. We'll go back to the page, the device list page. Okay. Let me know when you're back. Okay. All right. You just click edit. Yeah, uh I button and then click edit on the upper right hand to edit the name. And then, yeah. Yes. Living room child node maybe.

Yeah, flashing red usually is offline or trying to re initiate uh the connection. [silence] the what again? I'm sorry. [silence] the Alexa, you mean? [silence] I apologize. [silence] I'm I'm I'm I.

Miss her. The home automation device, Alexa, you mean? Yeah. So, W I see, so in terms. Ah, wow, that might be a different support and I'm not technically trained for for Alexa units, you may need to contact Alexa for that. But based on my knowledge, you just need to look for the name, you know, choose the home SDN to connect them to the Wi-Fi. awe

Okay. Oh, you're welcome, sir. It's been a pleasure assisting you. success as well you did. You're welcome. Sir it's my pleasure of assisting you again again. Yeah. Same to you sir. Have a great day. Have a good night. You you have you have a alright. Take care. Goodbye. Silence Hello sir. I believe you forgot hang up the phone. Are you still on the other line?