V2 Rubric Detail — 2a7dc0ca-73ed-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 19:03
Duration
97m 21s
Contact
Scott Gillispie
Issue Type
WiFi Connectivity
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00135211
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Forgot router / wi-fi password
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall70.3% (+14.3)

V2 Grader Summary

The agent achieved a successful resolution by guiding the customer through factory reset and 5-press pairing, resulting in a working network. However, materially incorrect LED descriptions (purple/pink/teal) violated technical accuracy, and communication/ownership showed partial gaps in clarity and follow-through. No auto-zero applies as no critical failure occurred and T3 inaccuracy did not prevent resolution.

V1 Case Analysis

Customer with older Velop mesh (3 nodes) unable to connect; out-of-warranty. Agent incorrectly advised 5-press pairing (not supported on SPNM60/62). Guided through factory resets and app setup, but no internet restored. Customer declined paid support.

Troubleshooting Steps
  • Verified default password on node label
  • Guided customer through full factory reset of each node
  • Instructed use of myrouter.local for local login
  • Incorrectly advised 5-press reset/pairing method for SPNM60/62 nodes
  • Walked through Linksys app setup, including uninstall/reinstall
  • Checked LED status and attempted Ethernet reconnection
Key Observations
  • Agent repeatedly instructed the 5-press method, which is invalid for SPNM60/62-type nodes (should use Pair button).
  • Call lacked clear structure; repeated resets and app loops without validation.
  • Customer was out of warranty; agent correctly offered paid support but the customer declined.
  • No confirmation that internet connectivity was restored before ending the call.
Positive Highlights
  • Collected customer name, email, ISP, and partial serial number.
  • Offered paid support option when the device was out of warranty.
  • Guided the customer through factory reset and attempted app setup.
Agent Errors / Gaps
  • Provided incorrect 5-press pairing method for SPNM60/62 nodes (should use Pair button).
  • Did not confirm the exact model of the system before giving model-specific instructions.
  • Failed to verify that the Wi-Fi password entered was correct before proceeding to further steps.
  • Did not set a concrete next-step or callback after the issue remained unresolved.
  • Incorrectly stated that the 5-press method is used to add child nodes via physical button press (it is not supported on SPNM60/62).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms network is working: 'you've been very helpful' and agent states 'you're all good... you can unplug... you're all good.'
R2 Met Diagnostic thoroughness conf 90%
Agent conducted relevant troubleshooting: factory reset, 5-press method, node light checks, app guidance, and Ethernet verification.
R3 Met Correct resolution path conf 90%
Despite out-of-warranty status, agent provided best-effort troubleshooting, created a ticket, and guided full reset/reconfiguration without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptoms (intermittent connection, failed login) and asked about node lights/passwords but did not investigate ISP/modem issues or determine if hardware failure contributed.
T2 Met Appropriate tools / resources used conf 90%
Agent correctly used factory reset and 5-press method (valid for Velop per KB); pivoted from app loop to 5-press for child nodes when app unsupported.
T3 Not Met No misinformation conf 100%
Agent repeatedly described LED colors as 'solid purple,' 'hot pink,' or 'solid teal' — invalid states per KB (valid: solid blue, solid white, blinking red/blue/amber).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained general control but allowed long silences, vague timing ('wait a minute'), and did not redirect off-topic drift (shift hours, Philippines).
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language and confirmed actions but did not consistently adapt when customer struggled with password/LED interpretation or confirm understanding after complex steps.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, created a ticket, avoided transfer, and stayed on call through multiple resets and app issues.
O2 Partially Met Proactive follow-through conf 70%
Agent gave clear next steps (relocate nodes, reconnect devices) but did not specify follow-up timeline or clarify future support requires another paid session.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolved within agent’s scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite and acknowledged effort ('you’ve been very helpful') but lacked proactive empathy for repeated frustration or history of failed resets.
X2 Partially Met Tone & rapport conf 75%
Agent matched customer’s pace during resets but allowed disengagement during Wi-Fi drops/app loops without re-engaging or simplifying instructions.
X3 Partially Met Overall experience conf 70%
Customer repeated resets and password entries multiple times; agent could have streamlined by confirming node identity earlier or avoiding app loop via direct browser access.
Call Transcript182 turns · 187 lines
Speaker 1
Just a short. yes joy uh this this is scott gillespie um i'm i did call a little bit earlier but i've got an older lynx system and i'm i've lost the connection and i've got three connection intermittent for about two weeks now it's an older system
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
Um, what do you call them? Three modems? And they go into a spectrum server? Um, and it's asking me I I see the modem out there when I look at what's available Wi-Fi. But it asks me when I it's it's reading it. But I can't get it to link up. No password or anything seems to work. How do I know which one's the main node? Okay. Well, that's that's the one I've got here. Um, now it's [silence] a little bit. What do we do?
01:00
Speaker 2
[silence] even the default password that's at the bottom of the main node uh the main node if you have three the one that is connected wired to the modem is the main node
01:00
Speaker 1
possible I've switched them because I had the main node kept going down so I'm not sure I got three of them kind of lost track of them um but I had I I'm looking at the main node now what what should I look at um okay let me see okay default password it says set up Wi-Fi and the default password does this sound like what it would be one four three R M two J E C okay so type that in all right I did that and it didn't work but I'm gonna try it again OK let me um two J E C
02:00
Speaker 2
At the bottom, there is the default password there. Um, we have the serial number of that latest device. Yep. [ silence ]
02:00
Speaker 1
742098 is I a lot of trouble with them but this one's teal right now I just have a spectrum modem and everything looks like it's up.
04:00
Speaker 2
And what is the light of that node is it solid blue or teal uhm okay um do you have other devices that are already connected to that network? [silence] Yes, Your system is online, but um we cannot give you a password since we don't have any copy of our customer's passwords, especially if they changed the default one that's underneath the router. So the only way for you to know what passwords it is, um if you have other devices like
04:00
Speaker 1
all right i tried that because i got an ipad here um and i got my phone um what what do i need to check um uh I'm trying to connect my iPad. Um, when you say connected to the network. I mean, I'm trying to connect... I'm trying to connect to Wi-Fi, but it won't... it won't read it. It just tell... [silence]
05:00
Speaker 2
uh-huh are they connected to the network? Connected to Wi-Fi Because if you cannot um if you cannot um Chack what password it is Then
05:00
Speaker 1
Okay. And, well, I don't know. I got my book here with passwords and what I have written in the book doesn't seem to work. If I change notes, go ahead, go ahead. Oh boy. I tried that. I typed in admin. The other girl said admin but it didn't. It didn't. It didn't, let me see. If I type A, D, M, I, N,
06:00
Speaker 2
and the last option that you really need to do is to do a full factory reset on the system and set it up again.
06:00
Speaker 1
and didn't do anything. And where would that option be? All right, my router. Oh my God. When you say computer, does that mean my iPad? Okay, let me try.
07:00
Speaker 2
but um did it give you an option to reset [silence] Make sure your computer is already connected to your router's network. Then you need to access the website myrouter. local to log in. But make sure your computer is connected to your router or unless you cannot access that one. Yeah, your iPad or your laptop.
07:00
Speaker 1
so my I go do I go to www.? my router. No, I can't get my phone or my iPad connected. No, none of them will. none none of them will connect. because the only way to connect is through the link. that's for me. Oh, and and how do how do I do that?
08:00
Speaker 2
Is your iPad connected to Wi-Fi already? If you can't connect to it, you cannot access that either. Hmm. So we don't have any clue also about your password. Even if you like change nodes, you also need to reset and reconfigure your system.
08:00
Speaker 1
[silence] they all have to be plugged in to do that
09:00
Speaker 2
Like how since you have three nodes, you need to gather all of them in the same room. You need to reset them back to factory default settings. So all of the settings will be deleted and your nodes will be disconnected from the network. And then you need to set it up again from scratch like setting up a brand new routers. Yeah, all of them must be plugged in in the same room. And after this that of process, you can relocate the nodes after. But as of checking here on my end, the nodes are no longer under warranty, so we can no longer provide free technical assistance. But you can still avail our paid services that's $15 per an hour. If you want an assistance through phone, or we can also [silence]
09:00
Speaker 1
um you need a credit card right um well either that or i gotta go out and buy new um i guess for fifteen dollars it's worth a try if if that doesn't work then i need to go out and buy new um new um modems right these are pretty old is it worth it for these Okay, cuz they kept shutting off on me and I kept resetting them and you know they just wouldn't stay on so [silence]
10:00
Speaker 2
send you an email for the instructions, that's for free. If you wanted to proceed with the paid service. Okay. Okay. All right sure. Let me just create a ticket. Mm-hmm. Yeah, we can still try to do the factory reset and then reconfigure since we cannot really determine your password and that is really our last option to do.
10:00
Speaker 1
Okay. Okay. It's Scott, S-C-O-T-T, Gillespie, G as in girl, I-L-L-I-S, P as in Paul, I-E. [silence] It's Cruiser, C-R-U-I-S-E-R-S, G-Cruisers G? At me.com M-E.com. It's spectrum.
11:00
Speaker 2
Hm. Yes. May I have your first and last name, please? And your email address? Okay, thank you. And, by the way, who is your internet service provider?
11:00
Speaker 1
Okay does it I may have switched the nodes because one kept going down does it when you say main node it's the one into the server. Okay so it doesn't matter. Okay well let me plug them all in. I think I was having trouble with one of the tower packs, but we'll see.
12:00
Speaker 2
All right, so let me just create a ticket for you, just a moment. Will waiting for this, you can um gather all your other nodes. They must be plug in right next to the main node or at least 2 to 3 ft apart from it. Yeah, the one that is connected wired, but you can swap them if you wanted to change your main node, since all of the nodes can be main node or can be a child node. Yeah.
12:00
Speaker 1
okay, so they'll be close. They'll all be within three feet of the ma MO of the main node. Let me see here. I hope. You know, this is weird because they're not all going on. Let me see. This is frustrating. it could be, I just have to get new ones, right? Let me see here. There we go.
13:00
Speaker 2
yes. right next to the main node or at least two to three feet apart from it. [silence]
13:00
Speaker 1
Sorry, I'm plugging them in, okay. I'm OK with that one, at least that one's green, the rest of them, the rest of them are just sitting there, there's no light on them. Do I need to hit the reset button or just leave them? alone for now?
14:00
Speaker 2
So if you wanted to swap your nodes, then you connect the node that you wanted to serve as the main node to the modem using the ethernet cable. Okay. Mm-hmm. Um, just leave them for a...
14:00
Speaker 1
Okay. Okay. Well, the one is still teal, the main one. One of them is flashing red. Now, let me try the other one. Do I need to hit the reset button? All right. So the one that was flashing red is now teal. All right. The other one
15:00
Speaker 2
Be like two minutes, let's wait for them to reboot first. If their lights will turn blinking red, then we will go in to reset all of them. Okay. Uh, no, just wait for it to boot up. You can reset both the main node and the one that is blinking red first while waiting for the last one to boot up. So for you to reset just press and hold the reset button until the light will turn off, then release. Okay. We are going to reset all of them anyway. [silence]
15:00
Speaker 1
oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh Oh I'm getting red flashing Well it's red It's not flashing yet. Okay. All right So I I I reset all of them Okay that one turned off. And and the one that was red flashing I the red flashing when I should do the same thing. All right Even the one that's teal right All right Hold on. [ silence ] okay Good job. [ silence ] Great job Exactly. [ silence ] Okay. [ silence ] Go ahead. [ silence ] [ silence ] Okay. [ silence ] Accessible. [ silence ] See acceptable Right. [ silence ] [ silence ]
16:00
Speaker 2
That's good. Okay. You can reset all of them now. So that we can set them up. Yes, you press and hold the reset button until the light will turn off then release. So you do the same. Yeah, same same thing for all of them. Yes. So that it will go back to the default network.
16:00
Speaker 1
Sorry, I think someone kicked me out of the call. Just check the device. Let me see here. OK, so I'm back online. Is it still happening? yeah, I'm still here.
17:00
Speaker 2
Yes, sir. Okay. All right. Well, let's just wait for them to boot up again. they will their light will turn solid purple or hot pink. That means they're ready for setup. So while waiting for that, let me charge the payment first so that we can continue the trouble shooting. All right. So this is $[REDACTED_PAYMENT_DIGITS][silence]
17:00
Speaker 1
Okay. 1-3-0-39 All my modems are red now, just so you know.
19:00
Speaker 2
...in security code. The email would be Cruzers, G at me.com, right for the. And the billings that code. Let me just charge this one. Just the moment. Are they like red or a hot-pink color?
19:00
Speaker 1
Okay, so five times on the main node. Okay. One. Two. Three. Four. Five. Okay, I hit five times. Oh, went yellow now. It's blinking kind of orangish. Okay, and your name is? Joy. Okay. Thanks, Joy.
20:00
Speaker 2
for you to set them up easily, you go to your main node and press the reset button five times. One press every second. yes, the reset button. [silence] so, let me just send you the receipt to send it. [silence] is it blinking? [silence] okay, that's good. [silence] so, just wait for it to process and if the other nodes will start to blink, that means they're trying to connect with the main node. Great. [silence] joke. [silence] and by the way, I already sent you the receipt. [silence]
20:00
Speaker 1
Okay. Still flashing orange, the main one. Come on, here. Well, the main one turned teal for a second. Now it's still flashing orange. Um, let me look. I think I do. Hold on. Let me yeah, I'm pretty sure I have it. Let me see here. Of course, I got to get off of the Wi-Fi, right? Let me see. I take it off Wi-Fi. [silence]
21:00
Speaker 2
[silence] And by the way, do you have [silence] your [silence] phone or iPad? [silence] [silence] We can use that one [silence] if you wanted to change the name or password. [silence]
21:00
Speaker 1
you know it it's funny it's when i go to my when i go to my wi-fi app on my ipad it's recognizing all three of these modems you know like i got Okay. Okay. So to do um to look and see if I have the app I need to turn off Wi-Fi don't I?
22:00
Speaker 2
[you're] all of them will be available since we reset all of the nodes. So there will be three network names. But once they will be connected in one network, all of them will be gone also. The main nodes network will just show up. [silence] Ah yeah, we can try to check that one later or download it after the nodes will, um, will connect with each other. So all of them must turn [silence]
22:00
Speaker 1
Okay, so they're working, at least they're flashing now. It's, it's, uh, teal. Let me see here. I know these are old, so I was almost just going to buy a whole nother set from somebody. I wasn't sure what manufacturer, but I thought I'd try this first.
23:00
Speaker 2
Solid blue. then we can try the app after. okay, that's great. how about the main node? is it still flashing? okay, good. Yes. and also for this unit, um it's end of life. Thank you. [silence]
23:00
Speaker 1
Okay, all right, we'll give it a shot. Now the other one came on teal for a second, now it's back to red. Solid red, oh, all right. One of them went teal, the other one went teal. Okay, all three of them right now, unless they change, they're all they're all teal.
24:00
Speaker 2
and soon to be end of support so there will be no more former updates also so that might also cost or will be one of the factor for your internet to drop or slow since it's already outdated but we can still out work on it for the reset and reconfiguration we'll go back to T O O. Okay. good. So on your phone or your on your i pad can you go to your Wi-Fi settings and look for the network
24:00
Speaker 1
Yeah it's velop we'll let me make sure it's the right one. It is okay. It says I see the its Velop setup 254. Now what? I don't know okay I'm going to try it. This is 254. Okay.
25:00
Speaker 2
Okay, um, you connect to it and if it will ask for a password, use the password that is at the bottom of the same note. Um, try the one first or see if it works.
25:00
Speaker 1
here we go I did this, but Maybe you have the touch. too. If I what? I probably did. Hold on. I probably did a while ago, 10 years ago. So now, so now what? Hold on. It says unable to join the network. Yeah.
26:00
Speaker 2
That password will not work if you have installed a different one. That password will not work if you already set up a different password for your system. Okay. Get it? Yeah? Okay. Here you go. Make sure you input the proper.
26:00
Speaker 1
What? The, that, that was on the modem? Okay, hold on. Hold on, I mean, I thought I did. I put, uh, it says password right here. That is a zero, one, four, three. Jesus. Hold on. RM2KC. I tried the one, four, three, um, I'll try it again. Ah, alright, now I lost it. Um, hold on
27:00
Speaker 2
Make sure to input the right password or the proper characters or password so that you can connect. Yeah, the one that's on the main node. Or if it's L, try L gekkona.
27:00
Speaker 1
on I got to see if it now it's not finding it why isn't it finding it hold on none of the modems are none it's when I try to go into wi-fi it's not finding any of them now okay try it again oh come on oh there it is okay came back up now what
28:00
Speaker 2
I'm going to turn your Wi-Fi off and turn it back on.
28:00
Speaker 1
It looks like a one not an L. I got to go get a magnifying glass. Let's see. I'm pretty sure. Okay, bear with me. Let me, I'll be right back. Give me one second or two seconds, three seconds. Hold on. Okay, I'm
29:00
Speaker 2
Yeah, to make sure. Sure. Mm-hmm. Yeah.
29:00
Speaker 1
Or maybe sorry? Okay, hold on. Alright, I had to go downstairs and get a magnifying glass. Alright, now let's see. Even with that I can't tell. Let me see. Let me see. There's not much difference in A one and a L. Well, you and me, we I'll try one again. All right, let's try it again. This doesn't work. I guess I tried all, but I tried that, too. 1 4 3 R M 2 JEC 0 JEC 0. Join, let's see what happens now. Come on, Unable to join the network. That wouldn't be a capital. That would be a zero at the end, right? Not not a capital O. Okay. hold on. What now I lost it again. Hold on. I gotta read. Oh my god. There's. Okay. Hold on. This is.
30:00
Speaker 2
Yeah, that will be zero. Try to use other devices like your phone if they can connect to that network. Or try to forget that network first and let your iPad search for it again.
32:00
Speaker 1
It's crazy. I'm not, I won't. Do I gotta wait? Turn it off and wait? [silence] When you say the network. [silence] Okay. Well, no, it's it's not even here right now. [silence] It's not showing up. [silence] So when I look, let me see on my phone. I don't want to lose you. [silence] Do you have my phone number? Okay, you okay. You have my number in case I lose you? [silence]
33:00
Speaker 2
You remove or delete that network to your settings. The, yeah, Develop setup name, you remove or forget that network on your Wi-Fi settings. Do you know how to do that? How about on your phone or your other device? That's, all right, I can give you a call back.
33:00
Speaker 1
OK, let me see. hold on. Go into setting. OK, it's answering. All right. Vellop setup 254 is on there. OK. Uh, I gotta put the password in again, right? Uhuh. Here we go again. All right. Let's see. I did try this, but we'll try it again. Checking everyone.
34:00
Speaker 2
will just give you a call back. Yes, and check your Wi-Fi settings. Mm-Hmm. Get into it.
34:00
Speaker 1
JECO0. All right, let's see what happens. It's not gonna like it either. This is this is unbelievable. Let me see. okay, let's see. Unable to join the network. Jesus. Jesus. All right, what should I do then? okay.
35:00
Speaker 2
Okay. If that's the case, let's just reset your nodes again, then we will swap. We will swap them. So just choose any of your other two nodes, then swap it as your new main node. Then your current.
35:00
Speaker 1
all right, let me take... so I'll just swap these as my main node, right? Okay, let me do that. Do I have to unplug them or just... All right. All right, so I changed I changed them. All right, hold on. All right, so that one, okay. So I... man, what a mess I got. All right, I unplugged that one. Well, let me see here...
36:00
Speaker 2
main node will be your child node. yeah. the and then turn yeah unplug them or just turn off the two child nodes then let's just set up the main node first. make sure so you just turn off the other two extra nodes then we'll just focus on your new main node.
36:00
Speaker 1
All right, when you say turn them off, just unplug them. All right, I'll just unplug them for you. Oh. Okay, they're unplugged. The other one's just red right now. It's blinking red, yes. Okay. Okay, the lights are off.
37:00
Speaker 2
yeah and plug them or you can also just use the switch at the bottom to turn them off. is it blinking red? okay then you probably reset that one. just press and hold the reset button until the light will turn off then release. alright then let's just wait for it to boot up that means it will turn to purple or [silence]
37:00
Speaker 1
Do I need to hit the reset button or just leave it? okay. Because it's off. Let's see. It should re- it should boot automatically. Come on. Oh, yeah, yeah. Should it be doing it already? Okay. [silence] Do I need to hit the reset button or just leave it? Okay, because it's off. Let's see. It should be- it should boot automatically. Come on. Oh, yeah, yeah. Should it be doing it already? Okay.
38:00
Speaker 2
I'm just gonna let it reboot first. Okay. Yeah, it must turn to blinking blue to solid red or hotpin. Give it a minute.
38:00
Speaker 1
Yikes, come on. Oh, not doing anything yet. Okay, try unplugging it. I'm you have to go to the other one. Plug it back in now. One, two, three, four, five, six. Eight, nine, 10. Okay, moving it. All right, I plugged it back in. Still no light.
39:00
Speaker 2
Or you can also try to unplug it and plug it back in. Yep. You can unplug it back in.
39:00
Speaker 1
why isn't it rebooting? No. It's You want me to try the other one? All right. Let me try the other one. Okay. Hold on. Bear with me. [silence] [silence]
40:00
Speaker 2
let's let's just give it a minute to reboot. Can you try to track if maybe the light is just still faint? yeah let's try the other note instead
40:00
Speaker 1
I got nodes everywhere here. Okay. So that was plugged in. And this has got to be hooked into my main server, right? Yep. Okay. So, all right, so okay. So now it's there. Now it's hooked in. It's still no light. Do I need to hit the reset? Okay. Yeah.
41:00
Speaker 2
Yes. [silence] Oh, not yet. Just wait for it to boot up first.
41:00
Speaker 1
Yeah. What content. Alright let's see. Yeah you can copy that. I don't. No not yet. It had a. Oh hold on. We got red flashing. All right Teen it. Yeah it's teal now. that's back to red.
42:00
Speaker 2
Premieres it will turn blinking red.
42:00
Speaker 1
Okay. Hold it. Okay. Turned off. Glad you got the patience. We may you may get done, and you may say, go buy another one. Don't worry, that's not for me. Call from top. Rick.
43:00
Speaker 2
Reset it, press and hold until the light will turn off, then release. Press and hold. Okay. Then just wait for it to reboot again. B. We can try it though.
43:00
Speaker 1
Come on. Come on Does it usually take this long sometimes? Come on I did. Do I Do I do it again? Do I should I do it again? All right so disconnect the Ethernet cable.
44:00
Speaker 2
Yeah, especially for this unit. It's really expected. Did you disconnect the ethernet cable? Okay. Um yeah just disconnect the ethernet cable, then we will just connect it later once it turns solid purple or hot pink.
44:00
Speaker 1
And do I need to reset it again? Okay. It's coming back. It's red. Um, right now, it's just solid. Okay. If now that's not home Kind my ethernet surprised not in there. You think that'll OK, let me see.
45:00
Speaker 2
uh no inside just wait for the like comeback Is it solid or like a blinking red? Try to check your Wi-Fi settings if the network name of that node will show up as available network. Yes, That's, all right.
45:00
Speaker 1
up, there it is. Yeah, it did. without the ethernet? Okay. All right, now it's asking me for a password. Do I read it off the the modem? All right, let's try it again. Let's see. Well, this one's All letters. All right. F-E, X-Y-O-G-M.
46:00
Speaker 2
that would still show up okay try to connect to it yeah without ethernet we will um, set up the node after once we are connected to the network. yeah the one that's at the bottom of that node [silence]
46:00
Speaker 1
Yeah. U V T. U V T. hit join. Man, if this doesn't work. Oh, oh, oh, we got movement here. It did. Okay. Still red on top, right? All right, hold on. It doesn't click. It kinda just It's in there. Okay. All right.
47:00
Speaker 2
Did it connect? Okay, that's good. so, it will not have any internet connection yet. so, you can now connect the ethernet cable back. Yeah, that's all right. [ silence ] Okay, make sure you properly connect it and then [ silence ] um, [ silence ] once connected, you press the [ silence ] reset button five times to set it up.
47:00
Speaker 1
Hold on. Let me make sure it's connected. Because it's kind of it's kind of a. All right. Let me see. Doesn't really click. But it won't let me pull it out. So it's probably in there. All right. So hit reset five times. Okay. One, two, three, four, five. Okay. The light is flashing orange.
48:00
Speaker 2
Yeah Make sure you will hear a click Yes Yes And what's the light? Okay, that's good, so let's just
48:00
Speaker 1
Okay, okay. Oops, disappeared off my iPad, oh, back on.
49:00
Speaker 2
Wait for it to turn to the green light then. Try to check if the internet will work since we are already connected. Then if, if we successfully change your name and password, then you can go ahead and add the other nodes. Okay. the LED of the node.
49:00
Speaker 1
It is flashing orange still. Yellow orange yeah. We got teal. All right. It went back to red flashing. Okay. Please.
50:00
Speaker 2
Okay. Okay, good. And then try to check if the internet is not working. Okay, just wait for it to turn back to Teal.
50:00
Speaker 1
Yes, it's still flashing red. Let me see. you know, it's in there. Okay. All right, it's important. All right, let's try it again. It doesn't wanna click, but it it's in there.
51:00
Speaker 2
Steel flashing red? Can you try to check the ethernet cable? Maybe it's not properly connected. try to like unplug it and plug it back in same port did it click on the other node you try to connect
51:00
Speaker 1
No, it didn't click. I hope I don't need another. I could probably find another Ethernet cable, but It's flashing red. come on. Okay.
52:00
Speaker 2
Okay. But that one is working earlier, so it doesn't have any problem. Yeah, it's just the connection because right now the node is not detecting any internet. Let me just give it two minutes. [silence]
52:00
Speaker 1
Hello. Come on. Still flashing red. Come on. Oh why would have such trouble? Yeah, no. [silence] I mean, I can try. There's two ports on this, [silence] I could [silence] try the other one.
53:00
Speaker 2
Even if you plug it into a different port, it won't still click or make sure it's properly connected? Yeah, try the other
53:00
Speaker 1
[silence] click [silence] Do I hit the reset button again or no? [silence] So hit the reset? [silence] All right. Let's try it again.
54:00
Speaker 2
You know what I, if we were going to transfer it to a different port. Yeah, we were going to reset the router; it again. Yeah, you press and hold until the light will turn off, then release.
54:00
Speaker 1
All right, it's off again. I'm going to look around for another Ethernet but I don't. I think, oh man, I'm going to have to connect and disconnect everything again. To eventually move it. I do have another Ethernet but I don't know if this one will work. I got to reconnect it to the back of the server, right? All right, so I'm going to connect it to the back of the server and try a different Ethernet.
55:00
Speaker 2
Sure, you connect them the same fork. Mm-hmm, yes.
56:00
Speaker 1
Uh, see what happens. Okay. All right, the other one's in. All right, now it's red. Do I push the reset? Okay, it's off again. Okay. Uh, When both connections plugged,
57:00
Speaker 2
Okay Yeah. Present hold the reset button until the light will turn off. Okay, let's just wait for the blue. Okay, that's good
57:00
Speaker 1
Glad you're patient.
58:00
Speaker 2
and let go then the let that back yeah or if it won't grow if the light will not go on blinking red or solid red then just remove the ethernet cable like what we did earlier
58:00
Speaker 1
Remove the cable again. Holy cow, okay. Okay, took it took it out. Huh. No, the light's not on yet. Oh, no. It's solid still, like it's off. Oh, it's red. Yep. Okay. Okay.
59:00
Speaker 2
Did the lights wind on them? Did they turn on? Okay, solid red. Okay, you can now connect the ethernet cable back. And then you press the reset button five times to set it up.
59:00
Speaker 1
right. So. Just solid red. Blue. okay. blue.
60:00
Speaker 2
Yep. is it banking? [silence] if it's still solid red do the five press again. [silence] make sure not too slow and not too fast.
60:00
Speaker 1
All right. Oh, let's get it. It's yellow. It's flashing orange. Come on.
61:00
Speaker 2
Okay, that's good. So, let's just get right up there in solid field. [silence]
61:00
Speaker 1
think it's getting close Yep. Solid teal now. Okay. Good It disappeared for a bit on my iPad and then came back. Yes
62:00
Speaker 2
Okay, just give it one minute. Just to make sure it will stay solid still. Okay. Then try to check the internet. You're still connected to the network? Okay. If it's still solid still try to check if the internet is connected.
62:00
Speaker 1
Okay so on my iPad go into something? Okay. Let's see. I'll go into here. it is. Okay let me see if I at the Lexis app. apps let's see. I thought I put it up there but. Yes I do have the app. Yup. Hold on. Going to the Lexis app. Hope I get out find it. Here. Too many apps. Let's see.
63:00
Speaker 2
internet is not working I yeah okay that's good so kindly open your links is app if you have but you can also install it if you don't have one okay [silence]
63:00
Speaker 1
It's got to be here. I just saw it. Uh, there it is. Okay. I pressed on it. Loading the setup experience. I hit agree. Allow Linksys to find Bluetooth devices. Allow, right? It says turn on Bluetooth. Okay.
64:00
Speaker 2
uh, mmhmm. K. yep yep. yes yeah you need to turn it on on your settings also and allow links
64:00
Speaker 1
right on my iPad Bluetooth. Okay. I turn Bluetooth on then, right? All right. Bluetooth is on. Let me see. Okay. connect the router to your modem as a source of internet. We're good. It's connected. Okay. Plug additional nodes into power near the router. Okay. Do I need to I got to plug them into the power, right? Okay. Let me see here. Now when I move this, there there a holder right here? As long as it's together.
65:00
Speaker 2
yes. go to your um settings and then go to apps and then look for links is there and allow Bluetooth. yes. yup that's already kinda it. yes. hmm. [silence]
65:00
Speaker 1
These I got a head. Go ahead. Okay. Next, okay. Make sure everything is finished starting up. My mode is solid teal so hit, hit checking for internet. Use the same Wi-Fi settings as, this was my old name. Okay, it says use the same, hit cancel.
66:00
Speaker 2
just proceed on the set up setting up your name and password we will not add the child nodes using the app we will add them using the 5-press pairing method that we did since it's not supported on the app anymore for adding up child nodes so just proceed and just click next. Hmm.
66:00
Speaker 1
same Wi-Fi settings as office. Say, no, create new. Okay. I'm going me to have to do I need to set up a new password? Okay, because I'm not sure. Do I need the old one or not? Oh, I got it. Okay, I do have the old one. Okay. So, all right. So just call it what I did before? Okay, hold on. I don't know if I had a did I have I.
67:00
Speaker 2
Yes, just type it in manually. Um, it's up to you, if you want to create one or you just want to leave it as it is. You can create a new one. Yeah. It's up to you. Yeah. So that your other devices will just connect automatically if they are already registered to that name.
67:00
Speaker 1
[silence] Well, I'm going to not put a space in and see what happens. Do I need to put a wi-fi password in there then? Okay, you take my privacy seriously? Okay. Continue. Linking to your account. Let's see what happens.
68:00
Speaker 2
Yes, you also need to create the website password, if you don't want to use the default one. [Silence] [Silence] Yes. [Silence]
68:00
Speaker 1
Okay, now it says, reset my node. Should I say I've done this or not? So I've done this, right? Okay. Connect the router to your modem. I've done that, right? It's connected. Okay, because it says, connect the router to your modem. It says.
69:00
Speaker 2
Yeah, you already did that. Yes. Can you force close the app, and then reopen it again?
69:00
Speaker 1
[silence]
70:00
Speaker 2
Yeah, so first, close it and reopen it again. Okay, so a loop. Okay. Yes. Yep, just go ahead, just click next. [silence] Okay. [silence] [silence] [silence]
70:00
Speaker 1
checking for, you know, it's checking for the internet again let's see, use the same Wi-Fi setting to this office new do I hit yes now uh-oh continue linking to your account it says says it could take a minute let's see it's oh I'm back to I've done this before please wait, connect, well let me
71:00
Speaker 2
okay Try to view the settings Yes Do you have the option to sign out or log out?
71:00
Speaker 1
see. All right, let me see. Um, no. I don't want to back out, do I? Oh, okay. Let's see. oh. So so. Okay. So now I got to delete the app. Remove app. Delete. All right. Now go to apps. App store. Okay. Um, Okay. Um
72:00
Speaker 2
Yep. Um, I think because the app is just getting you a loop, try to uninstall the app and reinstall it again. Yeah. Delete or uninstall the app. Yep. Remove.
72:00
Speaker 1
L. Linksys, right? L. N. K. L. N. K. That's why yes. All right. Link, let's see, Linksys Smart Wi-Fi, Linksys router. I think it says, yes? Okay here we go. Open. loading again.
73:00
Speaker 2
SYS. Yeah. Mhm. Oh, at least a Linksys Smart Wi-Fi. The one that has a black, yeah, black background and blue logo. Yes
73:00
Speaker 1
Okay, agree. Allow link, just allow. Enable Bluetooth. We're going to be up to connect the modem. It's connected. Plug in additional sources. Hit next. Make sure everything is set up. Okay, light is still solid. Good. Checking for internet. Here we go. go. We're back to name your Wi-Fi. Same thing. Hmm. Do I use the same password?
74:00
Speaker 2
want me to wi-fi? uh your wi-fi?
74:00
Speaker 1
Okay. Okay, continue. All right, now it's, it wants me to use my email. All right, skip for now. Yep. Create your router password. Okay. So, all right, use this password to set up your Wi-Fi, that'll get a pen here.
75:00
Speaker 2
yeah it's up to you we have an option to skip for now okay so that's a different password you will use that one every time you login to the app for local access so it has some requirements that you must met
75:00
Speaker 1
okay. so at least 10 characters, upper and lower case, number, special characters, right? Okay. oh boy, I gotta write this down. Hold on. Let me make sure I It says configuring my Wi-Fi. I had to write it down before I forgot. Okay. Says it's configuring. Joy, where are you located? Uh. [ silence ]
76:00
Speaker 2
what what okay thank you that's good what's the light of the other nodes by the way I am relocating
77:00
Speaker 1
oh, okay, well you do very good, thank you. I have a gentleman that used to work for me from the Philippines. Let's see. His last name was Dr. William Arco. Hold on. let's see. The other ones aren't plugged in. plug them in. Man, I'm going to have to unplug everything and redo it, I guess, when I'm done, but what time is it there?
78:00
Speaker 2
Mm-hm. Mm-hmm. Mm-hmm. Okay. Yeah. Yeah, Plug in the other node so that we can start adding them once we put the dashboard. Yep. So once we add, um, it's already for 22 AM.
78:00
Speaker 1
yay yay all right okay I got it here now let's connect to your new WiFi now the other ones are plugged in they're not doing anything but they're they're plugged in okay okay now let's connect okay so hit next do I need to reset those or just leave them okay they're booting one's red flash screen
79:00
Speaker 2
Yeah. I'm on a bit of a rampage, so. you know. Okay. Mm-hmm. Mm-hmm. Yeah. Let's just wait for them to boot up. So, just connect with their new Wi-Fi, the one that you named and also the password. Sorry. you know. Um, just wait for them to boot up. We were going to reset the other two nodes.
79:00
Speaker 1
Flashed thing. Hold on, let's see, ho, All right. All right, Added one starting to go to, while the other one reset by itself, Is that right? It's, it's teal. It's Thule. 21. Okay, Should I reset it? Okay, So I should shut it off? Hold it until it. Okay, that one. Looks good. And I reset it long enough, it's flashing red.
80:00
Speaker 2
Okay. Yeah, if they're flashing red, you can reset them. like press and hold the reset button until the light will turn off then release. What's the light of that one? Um, it will go back to blinking red this is not yet connected. Yep.
80:00
Speaker 1
Let me see the other one. All right. Okay, they're both off. Should I reset the other one again? It is off. Should I reset it? The other one, both of them are off now. Yeah. Okay. Both of them are off. Okay. Okay.
81:00
Speaker 2
Yeah. If it was still flashing red, it was not yet rebooted properly. what's the light of that one? No need. If it's turn off, OK, let's just wait for them to reboot. OK. So, the light must turn to solid purple or hot pink or you might see that as solid red.
81:00
Speaker 1
Uh, I am on my, um, the, the, the main one here. Yeah. It says, it wants... Let's see. Okay, one, one is always a little quicker than the other. It's, the one is solid red. And the other one is coming up. Solid. Red.
82:00
Speaker 2
You are now connected to your new network. Right? Okay. That's good. So you can connect your other device. Okay. Alright that's good. So that means they are ready for set up. Um, can you try to check if both the devices are connected to the same network.
82:00
Speaker 1
Okay, where do I go to uh settings? My iPad setting? All right, hold on. No settings. And I go Wi-Fi. Well, two of them are. Okay, five presses on the main screen.
83:00
Speaker 2
their network name so interesting to your yeah settings not on the linksys app on your iPad settings then check the available networks yeah okay that's good so that means they're ready for startup so you do the five press on the main node to add them
83:00
Speaker 1
hold on and all right i hit him now what yes it's blinking orange-ish okay i couldn't have done this without you that's for sure
84:00
Speaker 2
Yeah, if I press on the reset button and on the main node only, what's the light of the main node? Is it blinking? Okay, that's good. And if the other nodes will start to flash, that means they're trying to connect, so just wait for it. [silence]
84:00
Speaker 1
hmm they are flashing okay they're flashing now [silence] yes [silence] okay [silence]
85:00
Speaker 2
the child mrs. out Nursing. Okay, that's good. It will take three to five minutes. So let me know if the child notes will turn to solid feel or two.
85:00
Speaker 1
What time do you go in? Midnight? 9:00 P.M. And it's now so 9 hours. You have I-I sleep right away when I go home. [silence]
86:00
Speaker 2
um nine p.m. yeah. my shift is nine p.m. to to six. yes. yeah, if there are no other errands then yeah i'll go to sleep directly.
86:00
Speaker 1
[silence] Tough shift, how long you been doing this? Oh, okay. I got one this deal. Three years. Oh, changed it. Okay, that one went back to Tia. Yup.
87:00
Speaker 2
um, okay oh, that's got uh huh yeah it will go to like till that it will go to blinking red then it will go back to till that means it's connected okay so if both of them will turn solid till you can unplug them and re locate.
87:00
Speaker 1
Okay, let's say, make sure it stays. Okay, they're all teal now. Okay, so now I like to connect your new Wi-Fi. What should I hit next? Or go back to the, let me see.
88:00
Speaker 2
all right, that's good. You can also check your linksis app dashboard. Just refresh that one, then it will detect their nodes connected to your network. [silence] make sure you go back to your your thing. First, then you connect to the wifi name that you have created and use your Wi-Fi password.
88:00
Speaker 1
I want back Oh Wi-Fi not connected. Hold on. How come it's not connected? Yeah. Uh-oh. Oh, office new. It says enter my password. Let's see. For office new. Okay. Let's see.
89:00
Speaker 2
[silence] now [silence] Yep. [silence] as you check your Wi-Fi settings because we changed your name and password earlier, right? [silence] So you connect to it. [silence]
89:00
Speaker 1
All right, I see my office new is is is up now. So the Wi-Fi shows office new. Do I need to go to the link. Do I go back to the Linksys? Yes, but only, okay. All right, I'm back in the app. Do I need to get out? Okay, so it says now let's connect your new Wi-Fi. Open the app again. Okay, next.
90:00
Speaker 2
so, are you now connected? ready? are you now could connect with to your you attempt? okay, good so yep, once connected, you go back to the uh app no need, just open the app again, mm-hmm, yep, just click next, mm-hmm [silence]
90:00
Speaker 1
looking for child nodes. Yep. Hold on. it's got three of them. Hit next. I got the router and I got two Linksys. Yeah, childs. Okay, next. Office new is ready. Connect your devices to your new Wi-Fi. Do I go to my, it says go to dashboard, getting router settings. [silence]
91:00
Speaker 2
Okay, so your child nodes will start to blink again, so just let it be. Okay, that's good. Okay. Yes.
91:00
Speaker 1
Allow, allow, it links us to find devices on local networks. Allow. Allow, okay, make your smart home more secure. Do I, do I just X out of that one for now? Okay. All right. So, offside new. Shows, iPhone router, iPad 200 router. Okay, I got an iPhone offline, iPad offline. Okay. Last five connections is what it was. Okay. Now what? [temporary line] if if I unplug the main one and I rerun the power because it's kind of in the way here because I I I had to get everything out in front of the desk um is that an issue? [silence]
92:00
Speaker 2
So you are now set up so you can unplug your other nodes and relocate them back to where they used to be and then you connect your devices to your new Wi-Fi network. [silence] Mm-hmm. [silence] Um no it you can just turn it off or unplug it then just um yeah just relocate or move it. It doesn't you know it will not have any issue just wait for it to boot up.
93:00
Speaker 1
the main the main one's Okay, though. I can do that. Yes. Yeah, it would still be connected. It's just the power. The, other ones, I'm gonna, I'm gonna re we I'm gonna re I'm gonna relocate the other ones first and then I'll do that later on. I don't need to move it right away. Okay. All right. So, are we good? Or do I need to or So do I was going to say, do you do do you need to check anything now or We are we good.
94:00
Speaker 2
Yeah, you can unplug it and then, move to any location. But make sure it's still connected to the modem. okay, sure. okay, yeah, sure, you can do that. [silence] Yep, you're all good. So, just [silence] Yep, you're all good. You just have to re-locate your node to their location, then just wait for them to reconnect. Then you're all good. [silence]
94:00
Speaker 1
Okay, so Julia, if I, I know I couldn't get you again if I called, but if I need help or if there's another issue, how do I get you? Okay. Okay. Okay. All right. Well, they won't be as pleasant as you, they won't. All right. Well, you've been very helpful. I was just gonna [silence]
95:00
Speaker 2
you cannot use your Wi-Fi, right, There will be like since $ 15 is for one time support only you will be charged for another $ 15. Um you can ask for me, but if not, the other technicians will still offer you uh support if they can help you. Mhm. Everyone is good in here, so don't worry. We're all accommodating and friendly. You're very much welcome, sir. So, if you wanted to change or manage your Wi-Fi settings, just log in. Kindly enter your email address along with your password. [silence] You want to change the password or your network settings? Let me know. [silence] [whispering] Yes, sure. Let me reset the password. All right. And also you want to change your network settings. Let me know. Is there any other confusion or issue with your Wi-Fi?
95:00
Speaker 1
Okay. Just go in the app. Okay. All right. Good. Well, I w I was gonna buy a new one today, so I but I thought I'd try you first, you know? So okay. All right, and that's part of the purchase, right? When you get one ready. Okay. All right. Well, thank you very much. And uh, have a have a nice evening. Yes, you have enough. All right, Joey. Thank you. You too.
96:00
Speaker 2
if you like purchase another links with device and if you need help for setting it up then just feel free to color back and yes all right yeah it's morning now so yeah thank you for calling Lakeside sir you have a good one too
96:00
Speaker 1
Thanks, thanks. Bye.
97:00
Speaker 2
you're welcome bye you can end the call now say thank you
97:00