V2 Rubric Detail — 2a22eba0-7721-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 20:52
Duration
94m 7s
Contact
Hamza Chohan
Issue Type
Password/Login
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00135847
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 No Internet
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.2/5

V2 Rubric Scores

Resolution4.06/5
Technical2.19/5
Communication0.00/5
Ownership2.86/5
EscalationN/A
Customer Exp1.07/5
Overall48.7% (-15.3)

V2 Grader Summary

The agent successfully restored the mesh network and child node connectivity, confirming resolution with the customer. However, T3 is Not Met due to material technical inaccuracies regarding LED states and misuse of the 5-press method. Communication, ownership, and experience indicators show significant flaws in call control, clarity, continuity, and customer effort reduction, despite the agent's ownership and eventual success.

V1 Case Analysis

Customer unable to log into router admin; nodes blinking red. Performed factory reset, 5-press method, reset child nodes, re-added via web UI, reconfigured Wi-Fi, verified speed. Issue resolved.

Troubleshooting Steps
  • Factory reset of parent node
  • 5-press reset on parent node (WHW03)
  • Reset each child node (15-second hold)
  • Re-added child nodes via web UI
  • Changed Wi-Fi SSID and password
  • Verified connectivity with speed test
Key Observations
  • Agent correctly applied the 5-press method and successfully restored mesh functionality.
  • Call flow was inefficient with repeated confusion, unclear instructions, and poor summarization.
  • Agent failed to verify warranty status or confirm model number early despite troubleshooting a complex issue.
  • Communication was poor with long silences, confusing phrasing, and lack of empathy.
Positive Highlights
  • Correctly applied the 5-press method appropriate for WHW03 devices, which is a valid escalation and pairing technique per KB.
  • Successfully reset and re-paired child nodes, restoring mesh connectivity and full network function.
  • Performed a speed test confirming restored internet performance, validating the resolution.
  • Correctly guided the customer to factory reset both parent and child nodes, a necessary step for mesh recovery.
Agent Errors / Gaps
  • Failed to obtain a clear model number early; relied on guesswork despite troubleshooting model-specific steps.
  • Provided confusing UI navigation instructions (e.g., referencing a 'CA' button that does not exist).
  • Long periods of silence and unclear prompts caused customer confusion and repeated misunderstandings.
  • Did not summarize steps or set clear expectations before moving to the next action.
  • Did not verify warranty status or discuss support eligibility, a required protocol step for hardware troubleshooting.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms all nodes are green and connected, states 'we're good' and 'it's working now'; agent verifies successful child node reintegration and Wi-Fi customization.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent performed resets, IP checks, and firmware verification, but troubleshooting was disorganized—repeated steps, unclear transitions, and inconsistent focus on root cause (e.g., WAN vs. mesh sync).
R3 Met Correct resolution path conf 90%
Agent pursued full mesh-node recovery path without premature escalation or dismissal, appropriate for in-warranty hardware behavior despite customer’s repeated contact history.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptoms (blinking red LEDs, password rejection) and asked for model/IP, but failed to logically sequence diagnostics—jumped between physical layer, IP config, and UI without narrowing root cause.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used ipconfig, http://192.168.1.1 access, firmware check, and LED status—appropriate tools for diagnosing connectivity and mesh sync issues.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect LED guidance: stated magenta indicates 'ready for setup' (contradicted by universal_factory_reset.md: solid blue indicates ready for setup) and incorrectly advised the 5-press method on a WHW03 (contradicted by universal_mesh_node_management.md: WHW03 uses 5-press for pairing, but agent used it after a factory reset where the node should have been solid blue).
Communication
C1 Not Met Clear & professional language conf 90%
Frequent long silences, off-topic remarks ('scope of the project'), abrupt transitions, and failure to reframe or regain control when customer confusion arose.
C2 Not Met Confirmed understanding conf 85%
Used technical terms (e.g., 'default gateway', 'firmware update') without simplification; did not confirm understanding or adapt to customer’s evident frustration and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end—performed resets, guided UI navigation, and completed node re-pairing without transfer or deflection.
O2 Partially Met Proactive follow-through conf 70%
Agent gave action steps (e.g., 'wait for solid green') but provided no timelines or follow-up commitments; customer left without clear post-call expectations.
O3 Not Met Closure confirmation conf 85%
Customer mentioned prior calls, but agent did not reference prior case history, steps already taken, or avoid re-asking model/serial/IP details unnecessarily.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was resolvable at L1 with proper mesh-node recovery steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted—the issue was resolvable at L1 with proper mesh-node recovery steps.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent said 'thank you for patience' and apologized briefly, but did not explicitly acknowledge repeated-contact fatigue or validate customer frustration.
X2 Not Met Tone & rapport conf 90%
Maintained a single, technical tone despite customer confusion; did not adjust pace, simplify language, or check comprehension during complex steps.
X3 Not Met Overall experience conf 90%
Customer repeated model number, serial, IP, and connection status multiple times; agent could have documented and reused info instead of re-asking.
Call Transcript144 turns · 159 lines
Speaker 1
Hey, oh Andrew. How are you doing, Andrew?
00:00
Speaker 2
Welcome to link sense. 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. Lynxus.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. [silence] Hi, thank you for calling link to technical support. My name is Ellie. How can I help you? [silence] I'm sorry. [silence] Yeah, I'm actually good, sir. Thank you so much for asking. how
00:00
Speaker 1
I'm okay. Not too bad. But yeah, no, I just wanted to talk to you about this Linksys. And it just stopped working for me. And I was wondering if you could help me. So I restarted my router, like, my main internet router that connects to the, you know, the five rockets, whatever. And that works fine. And we started that, but suddenly the Linksys stopped working. My password hasn't changed or anything. I can still see the network. But every time I try to log in, it says, "Password is incorrect." So, I can't even get in the app. So then my my nodes, the mother node, or the parent node is is is green, which is supposed to be. And the other two nodes, they're blinking red. So that's where I'm at right now.
01:00
Speaker 2
Yeah sure of course, so what is exactly happening, sir? with your router? Yeah, so I mean, the original, original Wi-Fi, so you can connect that. Yeah, I've got the, the tablet connected, but pay for it. Yeah. Um, is he, the PlayStation, he uses Blu-ray on the TV. Actually, what really, what test is about? do you is running? What is the Wi-Fi phone? It's not the good broadband. Really? No contention. Is it an internet thing or a Wi-Fi thing? Yeah. Is it by any means, if yeah, um, could you tell me the model number, it's the letters and number behind the router?
01:00
Speaker 1
that's it just turn them off and turn them back on sure sure uh let me get to the parent note first the child node will work and how to the parent give me one give me one second who let me go looks
02:00
Speaker 2
So apart from turning them off and on, what are the other things have you done so far?
02:00
Speaker 1
Oh, for God sake either an accident positions you know. Hey, let's see, OK, so this one is. Yeah, all right. Model number is three. And the serial number is J, one, six, three, eight, two, six, pretty years ago. Oh, Jay. Yeah.
03:00
Speaker 2
[silence] uh-huh [silence] Sir, can you tell me again what the first number?
03:00
Speaker 1
sept six, 638 . Yep. Yeah, exactly. Yeah. No, I've called you guys a bunch of times. You're probably maybe number four or five. Hamza Choan, Hamza Choan. Hamza, H A M Z A Hamza, yes. Choan, C H O A N H dot Choan.
04:00
Speaker 2
your first name and your last name. just to verify, sir, your, uh, your name is Han Chohan. Han ze. and your last name is. Oh. Oh, okay. Thank you so much, Sir Han ze. And can I also please have your active email address? [silence]
05:00
Speaker 1
Honey, [silence] 43@ gmail.com. [silence] It's belt. [silence] Sure. [silence] 20 total. [silence] Yes.
06:00
Speaker 2
okay thank you so much and your internet service provider sir Humza okay let me just real quick create a record for you just give me one moment um WHW03 Line 3 How many again your links this route? From the parents, notes to connect another Ethernet cable down to your smart. Yeah, that says you're connected. Actually, Joey earlier, you do have already network pass red. However, you read the change your Wi-Fi. Okay. [silence] this is the Wi-Fi name factory. That's why, because [silence] [silence] [silence] [silence] and. And uh, by the way, sir, just to make sure if i got you earlier correctly. So, the Wi-Fi name, it is visible, but when you try to connect it, it's saying no, I mean, wrong password.
06:00
Speaker 1
yeah so let me try connecting to it again right so it's a connecting okay um let's see here that's just doing connecting but now it's not even it now it's just in connecting failure it's not even pulling up the password thing let's try that um Okay.
08:00
Speaker 2
Oh, connection failure. Mhm. Mhm. Okay, can you try to forget the networks, sir, and then reconnect the phone again? What, what about your ads? Mhm.
08:00
Speaker 1
Uh, if I'm available via. And then connection failure. Yep. I do. I've logged up. Correct. Yes. Good. Yep. let's do that. Give me one second. Let me just grab. I need another cable and we get a laptop. Yeah. [silence] Good.
09:00
Speaker 2
Um, okay. Sir, do you have an available laptop or an iPad that we could use for this one? Okay. And this laptop can work with an Ethernet cable? Uh-huh. Can we do it, sir? Can we connect a cable from the parent node directly to your laptop? Okay. I'm trying to read the room. So, it is what it is. Like, yeah. yeah. [silence] I get what you're saying, sir, but it seems so vague for me. I can get like four different meaning of what you just said, sir. So [silence] So the discovery morning. I see. What do you mean by scope sir? So like before you share with the tech leads, let's just make sure first what is the scope of the project and make sure that what you input what you input on the letter is the same. Um is the same with what you meant in your [silence] own statement. And this would make sure that your point would be understood by everyone. Yeah, yeah, yeah, like, okay. Yeah. Just make sure so you gear, it goes straight to the point. So I believe that it is really important so that you guys would have a good understanding. We [silence] we would have a one good encounters here. So please understand that. Sir.
09:00
Speaker 1
Another way, It's a portal. different day and there can be. can be as of 23 it was directly from the laptop to the parent.
10:00
Speaker 2
Okay, let's set up set up. We need to check if your parent node is already set up and if it does have an internet connection. Now, to continue, uh, please ensure that it is connected. Can you try to use your computer to open any web browser that requires internet? It should load up if you have internet connection before you can add a child node. Uh-huh. Run the cable from your laptop directly to the parent node. [silence]
10:00
Speaker 1
Ooh. Cool, okay, it says temperature is too high implementing. You could build a family, you know, you'd be the king, you know, something. Okay, that'll be too much.
11:00
Speaker 2
okay so sir hamza is that already connected or[silence]
11:00
Speaker 1
[ silence ] [ silence ] [ silence ] ah [ silence ] [ silence ] [ silence ] no [ silence ] [ silence ] [ silence ] no no no just [ silence ] back [ silence ] alright [ silence ] oh [ silence ] alright [ silence ] alright let's see here [ silence ] okay [ silence ] [ silence ] connected via [ silence ] either [ silence ] done [ silence ] correct yes [ silence ] [ silence ] [ silence ] it says globe [ silence ] if I can turn the Wi-Fi off [ silence ] [ silence ] you know [ silence ]
12:00
Speaker 2
I can do, let me know to see what. Oh, OK. I'm so sorry. I thought you mentioned that it's already there. All right. OK. And this is a Windows computer, correct? OK. What can you see from the lower right corner, sir? Can you see a monitor-like icon or a globe? [silence]
12:00
Speaker 1
Okay. Do you want me to go into my network settings? Okay. All right. I'm there. It says no internet access. Internet public network. Okay, I got that. Okay, done.
13:00
Speaker 2
Yeah turn the Wi-Fi off sir. Mhm correct. Hmm, okay n- internet access. okay so try to run the command prompt please. And then once the command prompt w-in is already open, type in IP config. okay, can you see the IPV4 information?
13:00
Speaker 1
so all this rehabilitation either. IPG six [silence] Let me see. that's really [silence] is just IPV six even the settings when I go IP four DNS server, right? [silence] I'm saying 192.168.21 sorry dot 2.1 [silence]
14:00
Speaker 2
Yeah,
14:00
Speaker 1
Check it once again, there's also the it says actually configuration IPv4, it says auto configuration IPv4 address. It says 169. 254.58.41.
15:00
Speaker 2
And that has, um, is it like the IPv4 or the IPv4 default gateway? Uh, by the way, sir, the ethernet cable that is running from the modem that you have directly to the, uh, Linksys router, which is it plugged in? Is it at the, is it at the top of the reset button or on the other side? Mhm. Unconfiguration. Yeah, can I have that one as well?
15:00
Speaker 1
wanted to know where the thing was coming from. I know it's not connected to the one on top of the reset button. It's the one it's connected to the one beside it. Okay, yeah, my, so my modem connects to the one that's on top of the reset button. that can be okay. Can I switch them?
16:00
Speaker 2
Okay, thank you so much. Oh, okay, thank you so much. Uh-huh, yeah. Okay, can we transfer it, sir, and put it to the one which is at the top of the reset button, please? No, it's okay. Okay. Okay. This one on the top opposite of the reset button. Okay. For this type of routers or this type of Linksys router, the ethernet cable that is running from the Linksys router to your modem, it should be at the top of the reset button of your Linksys router, not on the other side. [silence]
16:00
Speaker 1
okay yeah they said unable to connect so one nine two dot one six eight dot one dot one enter oh there is probably loading the prompt yeah default gateway is blank you think my internet is bad you're gonna need a new internet
18:00
Speaker 2
and 192.168 dot 1 1. Okay. Then just press enter for your keyboard. Okay. From the command prompt, sir, can you see any default gateway information? I Um, I know, sir. That's actually how to access the links. This router. What is it, sir? What are the numbers that is showing? [silence]
18:00
Speaker 1
yeah Yeah. yeah we can do whatever you want i think we said it no oceans yeah i mean they're already disconnected yeah because they're not they're already not working so it's already disconnected so Yeah Yeah Yeah
19:00
Speaker 2
it's blank mmm okay so there could might be a problem with this uh LINCSrouter sir that you have uh sir just to give you a heads-up we we reset
19:00
Speaker 1
All right, 3, 2, 1, let's go. One, six, seven, eight. Oh my gosh, look it slipped. All right, sorry, let me try one more time. One, two. Yeah, it's red and it's blinking. Yeah. Okay, and that's a solid red and that's blinking. Oh, it's solid. Okay, now it's turned off. Okay, and then go. It's turned blue. Okay.
20:00
Speaker 2
So that LED light on top of that little tower should start blinking. So... OK, now you can now let go, sir, of the reset button. So we are expecting color magenta, or purple from this router. that actually indicates that the router is now ready for setup again. [silence]
20:00
Speaker 1
OK I'll just note that's ready. five, six, double. [silence]
21:00
Speaker 2
Thank you. Is it? It's magenta. Okay.I don't know. It's okay, sir.
22:00
Speaker 1
Okay. Sure. One, two, three, go. Cross release. Cross release. Cross release. Cross release. That's what I thought. Okay, done. All right, now it's Yellow. Yeah, it's blinking Yellow. Is that good? Okay. Yep. [silence]
23:00
Speaker 2
You press again its reset button, but for this time I don't like you press and hold the reset button for too long. So what I want you to do is press the reset button for five times. So press, release, press, release, press, release. You do it for five times, okay? Yeah, it's okay. So it's now after that one, it should start blinking again. So that process uh-huh. So that process may actually take for about um three minutes. So let's just wait for it. Because we should be, I mean, we are expecting, [silence] we should, uh, [silence] I
23:00
Speaker 1
Shall I collect the child most of them breathing closer? I know how to do it. last time. Yeah, that'll be a good thing. Yep. Perfect.
24:00
Speaker 2
the next color of its LED to be green, or teal green something like that. That that's actually a good idea, Sir. While waiting for the parent node. So yeah, um, how about you grab the other two child nodes you can just leave the phone sure? Okay. I'll be just documenting here and I'll wait for you. [silence]
24:00
Speaker 1
Okay, I'm back. It's green. and I have both nodes. [silence] Okay, I'm back.
30:00
Speaker 2
[silence] Okay, that's perfect. And the parent node is now um solid green. Uh, let's not turn them on yet.
30:00
Speaker 1
Hay. Hello. Hello. It is correct, yeah. CG. Uh huh. Glow. Wow. I think it might be my internet. Let me change my internet. The Ethernet cable that I connected. I think that might, yeah, that's what I'm thinking. It should have worked.
31:00
Speaker 2
To child node. Yeah, let's uh focus first on the parent node. So now that you mentioned that it's now solid green and the laptop is still connected wired directly to the router, right? Okay. What can you see right now at the lower right corner, sir? Oh, okay. What do you mean, sir, by changing the ethernet? Uh, yeah. Uh, yeah. You can it that might be faulty.
31:00
Speaker 1
Oh, God. just this phalanx virus trying to throw it up oh I'm dead didn't even plug then I think I was unplugged when I was messing around that's what I just wanna click so I'll keep that uh okay let's plug her in hopefully okay plug down let's see it says identifying Ethernet no internet it says connect
32:00
Speaker 2
Okay, let's see if um there is a changes. Bye.
33:00
Speaker 1
Okay, now I see the little, little thing. Yes, correct. Okay, I have to connect. Yeah, default gateway, it's 192, 168, 1, 1. Give me the IP address before. Uh, 192, 168._dot one I dot 23. Okay, so what are we doing? [silence] 102 1, 6, 2 down 1 down there's one, it's now connecting. [ silence] all right so SIS develop access develop access developed this is linked to smart Wi-Fi yes router password yes there work I think
34:00
Speaker 2
Yes. yes. rg. OK. And it's asking you to enter your router password. Jaron OK. So the router password, so can you try using the word admin? All lowercase. Min. OK. So you are now on the page where you can see Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence] Yes. [silence] Uh-huh. [silence] OK. OK. And it's asking you to enter your router password. Okay. So the router password, sir, can you try using the word admin? All lowercase A D M I N. [silence] Okay, so you are now on the page where you can see
35:00
Speaker 1
All right, when. button, and you should see it. yeah they're all green. yeah let's see router settings Wi-Fi settings done three yeah there's a yeah it says wireless uh they all have the same name it just says 2.4 gigahertz band 5 gigahertz 1 band 5 gigahertz 2 band [silence]
36:00
Speaker 2
uh uh Yes sir. device uh uh device list guest access parental controls priority uh uh okay uh uh and then on the right side sir under network status can uh can you uh confirm if all check marks are there. okay that's perfect uh uh So the internet is back. uh now sir can we proceed to the Wi-Fi settings that's under router settings. uh how many network names can you see from that page? three. uh uh uh Okay um did you customize this one before or are they all yes preschools![silence]
36:00
Speaker 1
They all had the same name, developed separate three twines. Right? I haven't Oh, I did. Yeah, yeah, yeah. Sure. again.
37:00
Speaker 2
I know sir, uh before before we reset it or bring it back to its factory default settings. Uh did you you change the Wi-Fi name? Mhm. And uh right now sir, uh how about you change them right now? So it's on how it was before like the Wi-Fi name for 2.4. Customize it. While we are here.
37:00
Speaker 1
uh, uh, uh, yeah, I'm just trying to make sure that the Wi-Fi is the same name as I had before. Yeah. They both have the same name, right? Okay, sure.
38:00
Speaker 2
yeah, just please take your time. how about it's actually yeah, how about you take down notes, sir? or after you customized the wi fi name for each band on wi fi password, how about you take a picture of it just to make sure that you have a copy? yeah, they can have the same and it's actually much more better to have an indication like 2451 and 52. if you want to separate all of them.
38:00
Speaker 1
Sure. Sure, sounds good. Give me one second. All right, yeah, sounds good. Okay, I'm done. And Wi-Fi password, should I change it here what I had before? All right, so everybody can connect properly.
39:00
Speaker 2
uh... Yes of course. [silence] And then don't forgot to take a picture of those information. Sir, okay?
39:00
Speaker 1
Good. [silence] Good to go. [silence] Okay. [silence] Okay, hit--hit okay. [silence] Log in. [silence] [silence] Updating your watch, I see. [silence] And yes. [silence] Okay. [silence] Yes, continue. [silence]
40:00
Speaker 2
Okay, that changes has been successfully made? Okay. Now, can we turn on the two - Old child nodes, sir? I - Ow, you know, just - uh, let's turn on the two child node first, because - um, that reboot may take for like, you know, a minute or two. Then, after that, then we can try running a speed test. [silence] [silence] [silence] [silence] [silence] [silence] okay uh okay so that reboot process may take like you know a minute or two and then uh sir can we try to open another tab on your browser and then try it I'm sorry okay yeah uh type in fast.com F A like foxtrot uh alpha Sam okay and then just run speedtest
41:00
Speaker 1
yeah says interest speed is uh, 330. That's what I want. yeah going full speed here all right. Yep. Yep. Download it and uploads are at the right speed. Perfect. All right. Yeah, pings are good too. Our child those they're uh, red. you're blinking, it's flashing red right now. Yes. yeah. got it.
43:00
Speaker 2
Okay, that's a good thing. Okay. At least, you know, at least it's meeting your expectation. Let's just wait for the other two channel nodes, sir. Both of them are red, are flashing red. Okay, so, since we just actually reset the parent node, so, of course, those two child nodes lost its connection from the parent. Now, sir, I want you to reset both of them. Press and hold each reset button for those two child nodes for 15 seconds, same as what you've done earlier to the parent. Press and hold.
43:00
Speaker 1
Sure. You wanna, No, no help? OK Three two one done Okay
44:00
Speaker 2
they're reset but now mhm yeah So we should be getting a uh solid magenta color same color as the parent earlier before we set up
44:00
Speaker 1
[silence] Yes, of course. Give me a second. Okay . That's good .
45:00
Speaker 2
Okay. (silence) Uh-huh. (silence)
45:00
Speaker 1
I just but stuff away. Okay. Yeah. The Magenta. Anybody there? Yeah. Yeah. It be. Yeah. Solid green. Yeah. Uh, only the parent is all green.
46:00
Speaker 2
[ silence ] okay this is good thing so alright now sir let's go back to the parent node who is solid green now okay mm-hmm now I want you to press like all of them are solid green okay yeah um on the parent node sir press again the reset button of the parent node four five times okay press release press release press release do it for five times again on the parent node so you will notice after performing it um maybe one or both of the child nodes restore also start blinking they must be at least 3ft away from the parent uh can we yeah maybe we can just uh you know stretch the power cord cable just to move them a little bit closer
46:00
Speaker 1
Yeah. Let me find one I'm gonna unplug them. I can unplug them, right? Yeah. That's about three feet. Oh God. No, is that a reset thing or, all right, it's plugged in. Yeah, they're good. They're, uh, the blue. [silence]Yeah. They're good. [silence]
48:00
Speaker 2
Sure, yeah of course, I know you can just easily yeah you can just easily unplug them and then move them in a different location and then put the power cord back again a, since, mm, hmm.
48:00
Speaker 1
Let's turn on the other one. The other one is solid green again. The parent node. That's solid green. Yep. You got it.
49:00
Speaker 2
So once the both child node turns back to solid magenta or purple I do it again press on the parent node so that this two child node will be added back to its network
49:00
Speaker 1
Okay, perfect. Let's start. Hopefully it works this time. All right. One, two, three, start. One, two, three, four, five. Okay. huh, it went immediately to green. It didn't even go yellow. Maybe we didn't press it hard enough. Oh, wait, now it's blue. Yeah. Yeah, not I'm not touching it. it's still blue. Uh no. didn't just look. Uh oh. Uh Paranoid is.
50:00
Speaker 2
Okay. [silence] No, they're they're that's good, uh huh. Uh yeah. Uh just leave it like that, sir. Because, uh, uh, mmhmm. Uh just let me know sir, if maybe one of the child nodes are responding or maybe both of them or yeah, but the parent node, sir.
50:00
Speaker 1
[KEEP_UNCERTAIN] [ silence ] no, it's not yellow at all. Just [ silence ] blue. To [ silence ] This looks like a very dim, very dim blue. Like it looks like I re-tug the nose bag hand. Maybe it's just, I don't know. I just think resetting it. No, no, no, no. It was if anything I pressed it too little. Yeah, I'd prefer not to. Not yet. No. Let's see.
51:00
Speaker 2
like, it's not turning back to solid green? Um, is it blinking blue or solid blue? Okay. UH-huh. But you did not, I mean, you did not accidentally pressed the reset button for too long, right? Okay. It's okay. Um, we can definitely, you know, start from the very beginning with, that's it. So yeah, um, like both child nodes are not responding yet?
51:00
Speaker 1
Okay, now it's a solid, red, okay, I don't see any changes right now. They're all red, or magenta.
52:00
Speaker 2
Ah, yeah, you can absolutely do it. Okay, let me know when there is some changes on it. LED especially with these through child nodes including, including the pair.
52:00
Speaker 1
Yeah, the current's red now. Yeah, No, it's not blinking or anything. just look at solid red. Hmm. think I messed up. Ah, it's looking like uh, it's way the fire, No, it's, Oh, Oh, it just turned yellow. It's blinking yellow. Yeah. No response from the child. No. None of them are. They're both still there that same magenta color. Yes. Correct silence.
53:00
Speaker 2
is okay simple said you're uh... you're good but the parent note not blinking anymore uh... come let's wait for that parent note one of the child note is now responding mm-hmm but the parent not is now blinking yellow okay uh... you're good by
53:00
Speaker 1
it's still yellowthis is away huh yeah I can yes okay now the parent knows
54:00
Speaker 2
Okay. well, let's, uh, let's just wait for it. Okay, let me put up a timer. Oh, by the way, sir, the laptop is still connected to the um router, right? Okay, can you check, sir, if you can still see the monitor-like icon at the at the bottom right corner? Okay, so the internet is still there. And can you can you open uh your Wi-Fi connection, sir, from the laptop?
54:00
Speaker 1
is green, and one of the child nodes is blinking, but it, okay, it looks, okay, but it does look like my Wi-Fi settings have turned back to before. no, no, no, it went back to the factory one, the Develop Setup 396, it went back to the factory one. yeah.
55:00
Speaker 2
OK, that's a good thing. That's a good sign sir. So let's just wait for it, because that process on adding a child node is like maybe maximum of like, you know, three minutes. Like that. Thank you. Why? Yeah, so you can now see the previous Wi-Fi name that you set up, right? OK, yeah, it's OK. We can absolutely like, you know, change it back again. But as of the moment, let's let's focus on adding this child node first because it seems like they are quite. Mm-hmm. That is
55:00
Speaker 1
Okay. Yeah. The one still blinking. The one is still solid color. Parent is still solid green. One child mode is blinking and the other one is just solid. Not blinking. Yeah, I'm a Japanese. Sure. Yeah. That makes it Linksys Smart Wi-Fi. I think. Yeah, I'm there. Okay. Yeah.
56:00
Speaker 2
are really like, you know, so, okay, so parent is still solid green, yeah. 100 magenta. Okay. Sir, can we access again the web browser interface of your linksys router? Yes, sir. Okay. Can you go to connectivity? And then on the first tab where you can see basic, you can see their firmware update.
56:00
Speaker 1
It says nodes are up to date. Yep. Uh-huh. Okay. Oh, once again, the one the one parent or one child node, just was green for a second, then went back to it looks like a solid red. No, it is not. Oh yeah, it's, it's blinking now. Yeah, okay. Also the firmware, it does say one one point one point 19.2. 1. 16, 893. This is one child that isn't reacting at all. [silence]
57:00
Speaker 2
On the right side. Okay. Can you see there the word details? Uh beside that one is an arrow facing down? Or a triangle? Okay. Can you tap on that arrow, sir? Or on the triangle? Blinking. Let's Okay. Uh let me just check this for more information while waiting for that two channel notes. Yeah. That uh that child node is actually kinda very uh [silence]
57:00
Speaker 1
Uh, no, no, no, one's a solid green. Yeah, so one is good, one's green, the other one, how many, and started blinking. Should I reset that one again? All right,
58:00
Speaker 2
kinda little stubborn, but let's just wait for it, at least one of them is now responding, okay, both of the child nodes, sir, are still blinking, okay, okay, report sound, responding, I know, now, sir, just leave it like that, cuz it's since it's now start blinking
58:00
Speaker 1
Yeah. Okay. Yeah, but one's one's solid. One looks fine. No, the second child, uh, the second child goes I didn't even start blinking, it's still solid magenta or red or whatever. The other one, which is the same color, has gone through the entire process of setup. I can even see it underneath devices, it should be local devices 3. Yeah. [silence]
59:00
Speaker 2
the second child no sir it's still blinking. Oh, okay. Okay, so, uh, sir, do you, can we remove the ethernet cable that is connected to your laptop and put it
60:00
Speaker 1
Okay, so it's gonna connect the parent directly to the child with the ethernetis that what we're doing? Okay. Yeah. Okay, yeah, one second, unplug. Now that has to go on top of the reset button, correct? Okay, yeah, all right, let's plug then. Yeah, it's still on that same solid color, know, no change there. Sure. [silence]
61:00
Speaker 2
Yes. Yes. Yes. So, the one that is that that have that have not been added in yet, sir. Yes, sir. OK. And the child is now turned on. It's on. OK. Now, sir, can we go back to the web user interface of your linksys router?
61:00
Speaker 1
that sense about good though on okay Oh, actually I don't know how that doesn't. Mhm.
62:00
Speaker 2
and then go okay uh yeah uh can you connect the laptop sir to the default name of your linksys router since you mentioned earlier it brought back to the yeah the wi-fi connect the laptop to the wi-fi
62:00
Speaker 1
Okay, so, tell me more. So I have to connect the parent node to the child node via the internet cable. Correct? Okay. And then I have to go on my laptop and I need to connect this to the. Yes, to Wi-Fi. Let's see if the password returns and watch. Yeah, yeah, yet. Got it. Let's do this. Got the Wi-Fi name and I'll see you're fine. Okay. Connected. I'm back on. Nice. Yep.
63:00
Speaker 2
parent network uh huh and then look for the parents now uh wifi name okay uh please continue to the browser sir [ silence ] **[silence]**
64:00
Speaker 1
192. 168. Dell. Okay, it's reloading. It's just waiting. Okay, I'm back online. Okay, now what? Can you leave? Yeah, connectivity. Administration. [silence]
65:00
Speaker 2
and then reload the page just type in again the 192.168.1.1 oh yeah. I'm sorry, uh go to connectivity sir and then on the very last tabunder connectivity sir, what is it? Is it like uh,
65:00
Speaker 1
Nothing says, uh, Connectivity, Basic Internet setting, Local Network advanced routing administration. Maybe something on the Wi-Fi and not the actual router thing. Yeah. Okay. Yeah. Yeah. Press the CA button. Okay. Done. Okay. Now, it says CA. [silence]
66:00
Speaker 2
Oh, it's not a C.A. router Setup, something like that. Uh, just under connectivity. So, can you scroll down for me? At the very bottom where you can see the End User License Agreement, Terms of Services. Yes, sir. Tap on C.A., and then go back to connectivity.
66:00
Speaker 1
router setup. Yes. OK. Done. Then it says your master node is now configured and then the other button, oh, now it's blinking. OK, yes, correct. Yeah. Yep.
67:00
Speaker 2
Okay, tap on that one sir. And then tap on the first option, the add wired child node. Okay. Okay. The child node is now blinking, correct? Okay. Okay, uh, let's wait for this one sir. Or let's wait for this child node for its LED light to go back too. [silence] 2 solid green, then after that we can tap on done adding child node, okay? [ silence ] So, um, sure. Once we're done adding both of this child node back to the parents network, sir, um, you can then, you know, customize the Wi-Fi name again of your network, okay?
67:00
Speaker 1
Yeah, I'll change it back to what, what, it looks, is it green, I think it looks like it's solid green, yeah, yeah, because it did turn green, then went back and blinking. And now it's uh, yeah, it's going, it's going to be, oh, yeah, everything's, everything's green. Done. You got it. Is it okay? Yeah.
70:00
Speaker 2
Everything actually goes back to its default again one earlier. So after this one, okay. Let's give it a few seconds before we tap on done adding child nodes. Okay. Are they both green? Sure. Okay. Okay. Now tap on done adding child nodes. And then don't forget to tap on apply.
70:00
Speaker 1
All right. Apply first and then OK. All right. Yeah, yeah. Yeah, looks like there's three links just online, I think. Yeah. Awesome. Now, if I settings, customize my Wi-Fi... Nice. Okay, so it looks like it's working now. Just want to, um, make sure I, you know, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm, I'm settings custom. I want to customize its Wi-Fi. And wi I'm fine. Thanks. Okay. Um. Yeah. It stops working. How do you press the button? to the internet. and follow the onscreen instructions.
71:00
Speaker 2
Sir. Now, sir, go back to WiFi settings so that you can customize again your WiFi name, sir. Mm-hmm. So,
71:00
Speaker 1
let's just check all that that was good okay yeah done applied applying changes yes I want to apply changes and I should hit okay so it seems to say that it's still changing. so this is why for it. yeah. okay. done. all right. we're good. that's it. we're done now? yeah. okay. yeah.
72:00
Speaker 2
Okay. Okay, now that. Yeah. And so now that the changes have been successfully made. So later on sir you can now then deploy this shell notes to its original location and by doing that one sir what I want you to do first is I mean deploy those shell nodes one at a time. Okay? Wait for the first shell node to be on solid green before you do or before you deploy.
73:00
Speaker 1
Okay, yeah, I can do that. Awesome. So this, uh, this whole mesh system thing that I have, is this, um, do you think is worth updating at this point? Updating it or you think it's good enough? That's what I was wondering, because, you know, I've had this, I've had a problem with this a little bit. Like, enough times for me to be like, okay, we should probably upgrade it. Tell me if you think it's worth the while. Okay, yeah. Mm-hmm. Yeah. All right. Yeah, no, that's, that's, uh, that's what I was wondering. Because, you know, I've had this, I've had a problem with this a little bit. Like, enough times for me to be like, okay, we should probably upgrade it. Tell me if you think it's worth the while.
74:00
Speaker 2
okay this one sir I might actually recommend you to you know maybe update this one or get a much more advanced router or this so that sir cuz like yes sir cuz it's it's actually kinda outdated router so much more better to get a new one.
74:00
Speaker 1
Maybe I should update it. I upgrade it, you know? So, that's what I was wondering. Yeah, yeah, looks good. I just plugged in that first child node, so hopefully that, um, hit me with that solid green and then I'll plug in the other one. But, uh, thanks, oh you helped me a lot. Yeah, of course, uh, yeah. That sounds good to me. I can unplug the E then, right? Yeah, perfect. That is great.
75:00
Speaker 2
Okay. Yes, sir. Yeah. Uh-huh. Yes, I understand that one. So, uh, yeah. I guess we're all good. Uh, yeah. Yeah, absolutely, uh, can you wait for that one, sir? Uh, I will wait with you. Thank you. Okay. Ah, yes. You can just remove it, because that child node can absolutely work wirelessly.
75:00
Speaker 1
okay it is blinking red [silence] I'll show you the links or that I'll have to actually be able to connect, right?
76:00
Speaker 2
Yes, if uh for that one, yes, you can still use the app. However, just to give you a heads up, uh remotely accessing this router will no longer be supported for this one since as per checking the routers that you have are now carrying the updated firmware version. Well, on this version,
77:00
Speaker 1
Maybe like, I don't know, 30, 40 feet? Not too far. Maybe like honestly, like maybe like 25, 30 feet max.
78:00
Speaker 2
the remote access will no longer be supported, but you can still use the app, but only when you are connected to your internet or to your Linksys network. So the first child node sir, is it still blinking red? Okay. How far is this child node sir? By the way, from the parent, the okay. Okay. Okay.
78:00
Speaker 1
Okay. It's green. Perfect. [silence] Let's do that. This one's a little further, but still it's not too far.
79:00
Speaker 2
[silence] Okay, it's green now. How about we deploy the second one, sir?
79:00
Speaker 1
Yeah, yeah, yeah. This one's on the second floor, but it's more open, so it's like not too bad. Awesome.
80:00
Speaker 2
it's okay sir, cuz, it will get the connection to the first child node or maybe directly to the, to the apparent node. Okay. So, uh, yeah, let's wait for the second child node to be unsolid green and then we're good. Of course.
80:00
Speaker 1
Okay, so questions about length to this. [silence] Ticket number 135847. perfect. Which is blinking red right now. So I opened up the app and they're asking me, I guess they recognized this is a new network.
81:00
Speaker 2
47. Okay and now we wait for that child now. Okay you can actually use the other option like in a uh setup cause this is yeah yeah this is considered as a new network and um so we'll get troubledThis is not the company because of some of the hardware. will their bandwidth so that's why they will
82:00
Speaker 1
Yeah. yeah. Yeah. Okay. Okay. Yeah. That's the whole one, nine, two, one, six, A, one, one, right? Okay. Let's see here. Uh, look at that, everything is different.
83:00
Speaker 2
For this one, actually, sir, what we really, you know, recommend for our customers to use on managing their network is actually the web user interface. Because there, yeah, because there are features on the app. I mean, the features on the app are quite limited than on the web interface because all of the access are actually there. The settings, all of the things that you need to configure are already there. And like on the app, it will only give you limited access. Yes, sir. [silence]
83:00
Speaker 1
Let me lock it. D. Time nodes. All right. It's all green. Yeah. Yep. Yes. It says, connected via Lynxus. Low quality. Why is this hanging low quality? Let me just disconnect.
84:00
Speaker 2
So, uh, okay. Uh, sir, can you stay on the second, on the second child nodes location? And then, uh, the phone is already connected to the Wi-Fi, right?
84:00
Speaker 1
OK, connected. Sure. Okay, let's try that.
85:00
Speaker 2
connected to the one that you customized earlier. Okay. Uh sir, can you try to run a speed test please, from that area?
85:00
Speaker 1
Okay, so it's not as fast as was down there. So this will have the speed. Yeah, down there, it was great, three hundred and thirty. Yeah. Mm-hmm. Okay.
86:00
Speaker 2
[silence] Oh, right. Um, okay. It's almost like have the speed. So if [silence] oh, okay. So if that is actually the case of, well, maybe you want to try or you might want to consider later on, um, rearranging the position of those routers or, oh, those child node. Uh, might be the second child node, you can move it a little bit closer to the first child node. So that, you like, you know, um, you will not be getting this kind of, uh, internet speed.
86:00
Speaker 1
Okay, so do you think that, so how do these, how do these child nodes work? Do they ping off each other? Like, if I put them in a line, so like, one and then maybe another one 20 ft away, then another one 20 ft away, will that be better? Yeah, because I'm thinking that because the one that I have on the second floor is on the second floor and it is about maybe 50 feet away. Right, that's what I'm thinking. 50, 50, 50, 50 feet away from the parent node. Yeah, but it is also. So another child node is it's probably, it's right under it.
87:00
Speaker 2
well, it's not actually like, but let me just go ahead and confirm it first. I guess 15 feet away from, oh 50 feet away. But how far is it from the channel node? [silence]
87:00
Speaker 1
from it but it is again around the same, maybe it's, so the child load it's maybe around 20 feet. Okay. So you think maybe we should just come to align, that'll be a little better. Okay. Let me do the speed test with my router. That's alright.
88:00
Speaker 2
It's okay. Okay, so yeah, that's actually a good thing, but maybe we can move this first or the second child node to a location where it can, you know, easily get a signal from the first child node, because if it's actually kinda quite far from the parent node, it will try to communicate to the first child node to get a signal from that instead of connecting directly to the main one.
88:00
Speaker 1
Okay. Okay, so I think that, so when I look at the Link, system, I'm connecting to the one that's 2.4 gigahertz, not the one that's five. Yeah. I don't know why the five one isn't popping up. Interesting. Yeah.
89:00
Speaker 2
Yeah, that's actually also one of the reasons. Guess the 2.4 is like, you know, it's not that very strong bandwidth, but it can still provide an internet. [silence]
89:00
Speaker 1
Okay. Um, let me see here. Let me double check. Let me turn my Wi-Fi off and on. Maybe sometimes that works. Okay. Every time I, so I've connected to the Wi-Fi on my laptop. And I, I went back up into upstairs. And now, when I connect to the Linksys Smart Wi-Fi web browser, it keeps saying unexpected error. It's an expected error. Okay, yeah, maybe that's it. So, 192.168.1.1. Oh, then maybe that's, hold on. It's waiting.
90:00
Speaker 2
uh huh uh Maybe you need to reload that page, sir
90:00
Speaker 1
Oh, that's weird. Okay, you know what it is? When I went to the app, I think I updated the password to the, to the account. So I re... You know how it's the password is admin? The app asked me to update a router password. Okay. Now I'm going to get
91:00
Speaker 2
okay, so yeah
91:00
Speaker 1
[silence]
92:00
Speaker 2
Okay. So you're connected. you were able to access the web UI. So, uh, yeah. Thank you. Uh, yeah, you're all connected, right? Okay. And all the child nodes are now added successfully. so thank you so much, sir, of course, for the cooperation. and for the patience. So, yeah, I believe we're all good. Thank you so much. have a good one, okay? Yes, sir. In which, um, in which Wi-Fi connection are you connected, sir? Is it in the, the
92:00